Overview  

This doc walks you through:

• What WhatsApp coexistence is

• What you need before you can use it

• Its limitations and how pricing works once you're connected

• How customer service windows work

• How to connect and disconnect a WhatsApp number

What is WhatsApp coexistence  

Normally, connecting a number to the WhatsApp Cloud API means giving up the WhatsApp Business App on that number. Coexistence changes that. It lets you keep using the WhatsApp Business App on a phone, while that same number also connects to Zoho Campaigns through the Cloud API. Contacts and up to 180 days of chat history can be imported from the app into Zoho Campaigns, so you don't lose any of it by connecting.

This is useful if you already have an active WhatsApp Business App number full of contacts and conversation history, and want to add campaign sending and automated workflows without starting over on a new number.

Prerequisites  

• You have an active Facebook Business account. The setup runs through Meta's embedded signup, which needs one.

• Your WhatsApp Business App is on version 2.24.17 or higher. Update the app first if you're on an older version.

• Your business number's country is supported. Coexistence currently doesn't support numbers based in Nigeria or South Africa. 

Limitations  

• Message throughput. A number connected through coexistence has a fixed cap of 20 messages per second, to stay compatible with the WhatsApp Business App.

• Switching partners. If you previously connected through a different partner and still share that partner's credit line, you might see an error when trying to connect to Zoho Campaigns. Meta's guide to switch partners and remove previous line of credit walks through how to resolve it.

Pricing  

Messages sent through Zoho Campaigns, including campaigns and workflow messages, are billed at standard Cloud API rates.

For a full breakdown of common pricing scenarios, see Meta's API solutions for WhatsApp Business App users guide.

Customer service window  

A customer service window only opens once your number is fully onboarded to the Cloud API and a WhatsApp user messages you.

• If your customer messages you just before you finish onboarding, no service window opens for that message. You can only reply with a template message.

• If your customer messages you after you're onboarded, a normal service window opens, and you can reply with a regular, non-template message.

Connecting  

Connecting a WhatsApp number follows the same process as any other WhatsApp Business API setup in Zoho Campaigns.

Note: WhatsApp coexistence is not enabled by default. Reach out to Zoho Campaigns support to have it enabled for your account.

1. Go to Settings > WhatsApp > Overview. In the Phone Numbers section, click Associate number. This starts Meta's embedded signup.

2. On the Select your setup screen, choose Connect your existing WhatsApp Business App, then click Next.

Warning: Choosing Start with a new WhatsApp phone number skips coexistence entirely. That number connects to the Cloud API only, with no WhatsApp Business App access and no contact or chat import.

Importing your chat history  

A QR code appears on Share your contacts and chats screen. Keep this window open, since you'll scan the code from your phone in the next step.

Open the WhatsApp Business App on the phone tied to the number you're connecting.

1. Look for a message from the verified Facebook Business account and tap Scan QR code in that message, then point your camera at the QR code shown in the Share your contacts and chats screen on your computer.

2. Next a Share chat history dialog appears with three options. You can choose to share or not share chats from your existing WhatsApp Business App number.

Alert: This decision can't be changed later. Once you pick Share chats or Don't share chats, you can't switch afterward, so choose carefully.

What happens after you connect  

Once setup finishes, the number appears in Zoho Campaigns under Phone Numbers.

All WhatsApp messages you send through Zoho Campaigns will henceforth be reflected in your WhatsApp Business App.

Disconnecting  

1. To disconnect a WhatsApp number, go to Settings > WhatsApp > Overview. Under Phone Numbers, find the number you want to remove and hover to reveal the ••• menu at the end of its row, then select Delete.

2. A confirmation dialog opens. Review the WhatsApp Campaigns and Workflow WhatsApp Campaigns lists before you proceed. Removing a number that's tied to active campaigns or workflows can disrupt them.

3. To keep existing campaigns and workflows running on a different number, optionally pick one from the Select phone number dropdown in the same dialog box.

4. Click Proceed to delete the number, or Cancel to back out.

Alert: Deleting a number removes it from Zoho Campaigns only. It doesn't remove the number from your WhatsApp Business account. You won't be able to send campaigns or workflow messages, or view its WhatsApp conversations, until you associate it again.