WhatsApp Coexistence

WhatsApp Coexistence allows you to retain your existing WhatsApp Business number when connecting to ChatbotX. This setup supports using the WhatsApp Business mobile app and the WhatsApp Business API simultaneously on the same phone number. It also syncs your contacts and chat history, allowing you to manage customer conversations without interruption.

​

Overview of WhatsApp Coexistence

With this integration, you can:

• Use the WhatsApp Business mobile app and ChatbotX’s WhatsApp API simultaneously.
• Sync contacts and chat history from the mobile app to ChatbotX.
• Respond manually from your phone when needed.
• Unlock advanced WhatsApp API features in ChatbotX, such as template messages, automations, and centralized inbox management.

Note: This feature may not be available in all countries and territories. Support depends on your phone number’s country code and Meta’s current policies at the time of setup.

​

Automation

The WhatsApp Business mobile app includes basic automation features like greeting messages and away messages. If you are using these automations on your mobile app, ensure you turn them off before getting started with ChatbotX.

​

Message Pricing

After setting up your business account on the Cloud API:

• Messages sent directly from your WhatsApp Business mobile app remain free.
• Messages sent through ChatbotX follow Meta’s Cloud API pricing.

​

Before you begin

Prepare the following details before starting:

• Your active WhatsApp Business phone number.
• A Meta Business Account (Business Portfolio) with management permissions for the number.
• Your business display name.
• Your website URL, business category, and timezone.

If you need instructions for a standard WhatsApp Business Account (WABA) registration, refer to the Connect WhatsApp article.

​

Step 1: Open the Channel Selection page

1. Go to Settings → Channel.
2. Click Add WhatsApp.

​

Step 2: Select WhatsApp in the Create Workspace menu

On the Create Workspace menu, click Continue next to the Whatsapp option.

​

Step 3: Choose the WhatsApp connection type

1. Turn on Connect an existing WhatsApp Business Account.
2. Click Continue.

​

Step 4: Log in and confirm your Facebook account

Log in to the personal Facebook account that manages your Meta Business assets, then click Continue as [Your Name].

​

Step 5: Confirm access permissions

Review the permissions page showing “Seamlessly connect your account to…”, then click Continue.

​

Step 6: Select Business Assets

1. Under Business portfolio: Select the Meta Business Account that owns your assets.
2. Under WhatsApp Business account: Click the dropdown and select Connect a WhatsApp Business App.
3. Click Next to proceed.

​

Step 7: Enter your WhatsApp Business phone number

1. Select your country code (e.g., VN +84 for Vietnam).
2. Enter the WhatsApp Business phone number currently active on your mobile app.
3. Click Next.

​

Step 8: Read the existing app connection details

Review the information regarding Sharing Access and Protecting your data, then click Next to proceed to the QR code synchronization step.

​

Step 9: Get the sync QR code on your computer

Your computer screen will display a QR code along with connection instructions. Keep this screen open; you will scan this QR code from your mobile phone in the next step.

​

Step 10: Link the account on your mobile app

Open your phone and complete the following steps:

​

Step 11: Confirm or edit your WhatsApp Business Account details

Go back to your computer screen:

1. Confirm your display name under WhatsApp Business account name.
2. Select your timezone under Timezone (e.g., (GMT-07:00) Etc/GMT+7 or your local timezone).
3. Click Next.

​

Step 12: Review details shared with ChatConnectX

Check the list of requested permissions for account management and message delivery, then click Confirm.

​

Step 13: Complete the Meta connection flow

Meta will show a message confirming that your account is linked (“Your account is connected to…”). Click Finish to close the setup window and return to ChatbotX.

​

Step 14: Enable contact and history synchronization

1. Once you return to ChatbotX, a sync prompt will appear.
2. Click Enable sync to import your contacts and up to 6 months of chat history from the mobile app to ChatbotX.

​

Step 15: Verify on the Dashboard

After synchronization completes, your new WhatsApp channel (e.g., May Store) will appear on the dashboard with a Test Now button to send a test message.

​

FAQ