The WhatsApp Coexistence allows you to connect your WhatsApp Business application to Zenvia Customer Cloud using the same phone number, without needing to uninstall the app or lose recent contacts and conversations. This way, your company can gradually migrate to the Meta Cloud API, testing and adapting processes without interrupting customer service.
💡 Tip: The Cloud API from WhatsApp is a resource created by WhatsApp for businesses. It allows you to connect WhatsApp directly to service systems, such as Zenvia Customer Cloud, and serve many customers simultaneously. It is not for personal use, only for business. |
Coexistence vs. Cloud API: What is the difference?
The Cloud API is the complete solution for businesses to manage WhatsApp professionally, while Coexistence is a transition mode that allows you to use the app and the Cloud API together without interrupting service. See a comparison:
Aspect | Coexistence | Cloud API |
Purpose | Temporary bridge for migration without interrupting service. | Official and definitive solution for business integrations. |
WhatsApp App Usage | The WhatsApp Business app continues to work with the same number. | The app cannot be used with the same number. |
History and Contacts | Recent contacts and conversations can be accessed in both places. | Does not bring the app's history, but new chats remain in Zenvia Customer Cloud. |
Performance | Reduced sending limit (from 80 messages per second to 5 messages per second). | High performance and stability for large volumes. |
Functionalities | Some app functions stop working (broadcast lists, status, groups, etc.). Learn more. | All API functionalities are available. |
Typical Use Cases:
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Zenvia Customer Cloud and Coexistence: Important limitations and behaviors
Previous history is not transferred: Conversations that were already on the app are not displayed in Zenvia Customer Cloud; the platform will only show messages received after the Coexistence activation.
Contacts are not imported: Contacts saved in the app remain only in WhatsApp Business. To use them in Zenvia Customer Cloud, you need to add them manually or wait for the customer to send a new message.
Conversation synchronization between the app and the platform: After activation, all messages sent by Zenvia Customer Cloud appear in the app. However, new conversations initiated directly in WhatsApp Business do not appear on the platform.
Requirements
To activate Coexistence, your company needs to meet some conditions:
1. Active Use of WhatsApp Business
Meta analyzes account age and the quality of messages sent to ensure the resource is used correctly, so very new accounts may not be available. Use the app for a while before activating.
2. Registered Phone Number
The number that will be used in Coexistence must be added to the company's Meta Business Manager. Learn more.
3. Supported Country
Check if the country where your company is registered is compatible. Unsupported countries: Australia, Japan, Nigeria, Philippines, Russia, South Korea, South Africa, Turkey, EEA, EU, and the United Kingdom.
4. Application Version
You need to have WhatsApp Business version 2.24.17 or newer installed on your device. Learn more.
How to Configure
1. In Zenvia Customer Cloud, go to Settings > Channels and select WhatsApp.
2. Click on Connect with Meta.
3. Choose Continue as [your account].
4. Grant permissions to Zenvia by clicking on Get Started.
5. Accept the terms and scan the QR Code with the WhatsApp Business app:
- Open the app > Linked Devices > Scan QR Code.
6. In the app, confirm the sharing of the conversation history.
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7. Return to Zenvia Customer Cloud and click on Finish.
8. To finalize, confirm the phone and region and click on Install number.
After Configuration
After connecting your number using WhatsApp Coexistence, all conversations are synchronized between the WhatsApp Business app on your phone and Zenvia Customer Cloud. You can continue serving your customers both on your phone and through the commercial and support service channels, without losing messages or contacts.
⚠️ Attention: Messages sent directly from the WhatsApp Business app are free. However, messages initiated by the company via the Cloud API follow the official WhatsApp pricing. |
To send messages, there are two ways: template-free messages, which require the customer to initiate the conversation and allow you to reply freely within a 24-hour window; and template messages, which are pre-approved by WhatsApp and can be sent even if the customer has not initiated contact.
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How to Disconnect Coexistence
To remove the connection:
1. Open the WhatsApp Business app.
2. Go to Settings > Account > Commercial Platform and tap on the company name.
3. Then, simply click on Disconnect. The account will be removed from Zenvia Customer Cloud, but the data will remain linked to the Meta Business Suite, ensuring nothing is lost on Meta's side.
