WhatsApp Co-Existence: Use WhatsApp Business App with Instant Messaging

WhatsApp Co-Existence: Use WhatsApp Business App with Instant Messaging

If you're moving from a single-user WhatsApp setup to a team inbox, you don't need a new number. With WhatsApp Co-Existence, your existing WhatsApp Business App number continues working on your phone, while your team replies from a shared inbox in IM. Your customers won't notice any change. There's no downtime and no number migration.
This guide explains how to set up Co-Existence, what happens during sync, and what to expect as an administrator.

Enable Co-Existence if you:

  • Want multiple agents to handle WhatsApp conversations
  • Need shared visibility and ticketing
  • Still require mobile access for quick replies
  • Do not want to change your WhatsApp number
Before you begin ensure:
  • You have Administrator access in Zoho Desk
  • Your WhatsApp Business App is active and logged in
  • Your number is not connected to another API provider
  • Your number is not mid-onboarding elsewhere
Note
Only phone numbers currently active in the WhatsApp Business Mobile App can be onboarded.

What changes What stays the same
Your team can reply from a shared inbox Customers continue messaging the same number
Messages sent from the inbox appear in the WhatsApp Business App There is no visible change on the customer side
Messages sent from the WhatsApp Business App appear in the inbox  
Inbox messages sent from mobile are labeled "This message was sent from the mobile app."  

WhatsApp Co-Existence overview

Limitations
  • You can sync up to 6 months of chat history
  • Sync may take up to 24 hours
  • Older chats remain inside the WhatsApp Business App

During the first sync:

  • Conversations are not visible in the IM inbox
  • Agents cannot reply from the inbox
  • Messages are received in the WhatsApp Business App
  • You can continue replying from the mobile app
There is no downtime during sync.

After sync completes:

  • Conversations automatically appear in the inbox
  • Agents can reply from both the inbox and the mobile app
  • The last 6 months of chat history becomes visible
  • Historical chats do not create tickets
  • Only new incoming messages create tickets
  • Automation or bot replies are not triggered for messages sent from the mobile app

Channel restrictions

  • The connected co-existence number cannot be edited after configuration
  • The co-existence channel cannot be deleted during sync
  • You can enable or disable the channel later
  • You can delete the channel if needed

How to enable WhatsApp Co-Existence

Step 1: Open WhatsApp configuration

  1. 1 Log in to Zoho Desk as an Administrator.
  2. 2 Click the Setup icon in the top bar.
  3. 3 Under Channels, click Instant Messaging.
  4. 4 Click Configure next to WhatsApp.
Instant Messaging channel list with WhatsApp Configure option
  1. 5 Click Integrate.
  2. 6 You will now see a Facebook authentication window. WhatsApp Business accounts are managed through Meta, so you must authenticate using your Facebook Business account.
Facebook authentication window

Step 2: Connect your Facebook and WhatsApp Business account

  1. 1 Click Continue to link your Facebook account.
  2. 2 Click Get Started in the Chat to WhatsApp users window.
  3. 3 Click Continue to connect your account to Zoho Corporation.
Connect your account to Zoho Corporation
  1. 4 Select your Facebook Business account.
  2. 5 Select the linked WhatsApp Business account.
  3. 6 Click Continue.
Select your Facebook Business and WhatsApp Business account
Important
Make sure you select the correct Business account. Choosing the wrong one may require restarting setup.

Step 3: Verify your WhatsApp Business number

To connect your existing WhatsApp Business App number:
  1. 1 Select the Connect your existing WhatsApp Business App option.
Connect your existing WhatsApp Business App option
  1. 2 Enter your phone number.
  2. 3 A QR code will appear on screen.
  3. 4 Open your WhatsApp Business App.
QR code screen
  1. 5 Select Scan QR code.
  2. 6 Scan the QR code displayed on Facebook.
Scanning the QR code
  1. 6 Select Share chats to sync up to six months of conversations.
Share chats option
  1. 7 Once verification completes, syncing begins automatically.
  2. 8 After syncing, the channel status will be updated in the WhatsApp listing page inside Instant Messaging.
Channel status on the WhatsApp listing page
Note
During sync, messages are received in the WhatsApp Business App, not in the IM Inbox. You can continue replying from the app. Once sync is complete, replies can be sent from both the inbox and the mobile app.

FAQ

Q: Can I use the same number on both mobile and API at the same time?
A: Yes. That is exactly what Co-Existence enables.
Q: Can agents reply during sync?
A: Agents cannot reply from the inbox during sync because conversations are not visible there yet.
However, they can continue replying to customers through the WhatsApp Business App. Once sync is complete, replies can be sent from both the inbox and the mobile app.
Q: Will the last six months of chat history create tickets?
A: No. The synced six months of chat history will not create tickets. Only new incoming messages after setup create tickets.
Q: Are all WhatsApp message types supported?
A: Most are supported. Some types, such as view-once media, may appear as placeholders in the inbox.
Q: Can I Enable/Disable Channel later?
A: Yes. You can enable or disable the channel. You can also delete the channel if needed. However, you cannot edit the channel after setup.