WhatsApp is a simple, widely-used messaging app, perfect for seamless daily interactions. However, if you’re looking to enhance your client interactions with the help of WhatsApp API, you may encounter some challenges, such as losing access to the WhatsApp Business app, unsynced chat history, and limited manual control after making the switch.
Not anymore!
WhatsApp just introduced WhatsApp Coexistence, a feature that allows you to use the WhatsApp Business app alongside API-based CRM solutions. With this update, you can retain your chat history, maintain app functionality, and streamline your sales process without disruptions.
In this article, we’ll explore everything you need to know about WhatsApp Coexistence and why it can be a powerful addition to your WhatsApp’s business toolkit.
What is WhatsApp Business Coexistence?
WhatsApp Business Coexistence is a new WhatsApp upgrade that allows you to use the WhatsApp Business app while simultaneously using WhatsApp API and the tools based on it. You’ll now be able to leverage your CRM to connect with clients at scale while retaining your WhatsApp Business app and your number for continuity.
Traditionally, you’d need to choose between your CRM and WhatsApp, either relying on the app’s limited automation or moving entirely to the CRM for more comprehensive solutions. With coexistence, you get the best of both worlds.
Keep in mind that while WhatsApp Business Coexistence lets you use both the WhatsApp Business App and API, it doesn’t automatically provide features like automation or CRM integration. To access these, you need either custom development or a third-party solution from a WhatsApp Business Solution Provider like Privyr. Coexistence alone won’t enable advanced capabilities – it simply allows both systems to work together.
How to enable WhatsApp Business Coexistence
You’ll need to manually enable WhatsApp Business Coexistence to start using it. Here’s how to do it:
Step 1. Ensure your business is registered in one of the supported countries: India, Mexico, Brazil, Indonesia, United States, Hong Kong, or Singapore.
Step 2. Update your WhatsApp Business app to version 2.24.17 or newer.
Step 3. Link your WhatsApp Business account to a Facebook Page.
- Open your WhatsApp Business
- Navigate to Settings > Business tools > Facebook & Instagram.
- Tap on Facebook and link your account by following the instructions.
Step 4. Access the WhatsApp Cloud API
- Visit the WhatsApp Business Platform and sign up for the Cloud API.
- Follow the instructions to set up your Meta Business Account and configure the Cloud API.
Step 5. Integrate the Cloud API with your WhatsApp Business app:
- Within the WhatsApp Business App, go to Settings > WhatsApp > Sign Up with Facebook.
- Follow the instructions to connect your app with the Cloud API.
- During this process, you’ll have the option to import your contacts and up to six months of chat history into the Cloud API platform.
What to expect from WhatsApp Coexistence as a WhatsApp Business user
WhatsApp Coexistence eliminates previous limitations of WhatsApp, enabling seamless multi-platform communication, faster lead response times, automated follow-ups, and effortless chat history and contact syncing.
This feature is especially beneficial for businesses that rely on WhatsApp for communication while using external tools like CRMs to manage their sales process. It eliminates previous challenges such as the lack of native integration between platforms, the need for manual data entry, and the inability to sync messages in real-time, making the workflow more seamless and efficient.
With WhatsApp Business Coexistence, you’ll be able to:
- Simultaneously use both manual and automated messaging via WhatsApp. This allows you to have better control over how you communicate with your clients. For instance, you can choose to manually reply to your leads or set up automated replies. You can even set up multiple automatic follow ups if leads don’t respond.
- Keep using the WhatsApp Business app while integrating it with a CRM.
- Manage Chats from multiple platforms at the same time. Coexistence allows you to manage messages from both the mobile app and your CRM dashboard at the same time.
- Sync past conversations and contacts with CRM. With Coexistence, you can import up to six months of chat history and all contacts into your CRM.
Here’s how WhatsApp Business Coexistence solves some of your existing problems with WhatsApp Business:
Issue 1. Loss of WhatsApp Business app access: Previously, you had to choose between using the WhatsApp Business App or migrating to the WhatsApp API.
Solution: Now you can use both the WhatsApp Business App and API simultaneously.
Issue 2. No chat history sync: When switching to WhatsApp API, you’d lose your existing conversations, making ongoing customer interactions harder.
Solution: WhatsApp Business Coexistence allows seamless chat history sync as past conversations remain accessible.
Issue 3. Limited manual control: API-based CRM solutions allowed automation (bulk messaging, chatbots, etc.), but users couldn’t manually respond through WhatsApp Business.
Solution: With WhatsApp Coexistence, you have multi-agent support and real-time replies. Teams can collaborate through the CRM while individuals can still reply manually via the app when needed.
Issue 4. Delayed lead engagement: Sales teams relying on automation could face delays in personalised responses.
Solution: WhatsApp Business Coexistence allows for a faster and more personalised lead engagement. It combines instant responses via the app with automated CRM-driven follow-ups, boosting engagement and sales.
What are the potential tradeoffs?
WhatsApp Business Coexistence is a super beneficial WhatsApp upgrade. However, it may remove certain app-native features, increase reliance on Meta, and may introduce additional costs. You may want to consider these potential tradeoffs before getting started:
1. Loss of live location sharing
With WhatsApp Coexistence enabled, businesses can no longer share live locations in chats.
In the regular WhatsApp Business app, you can share your real-time location with your customers or team for a set time (e.g. 15 minutes, 1 hour, or 8 hours). However, when you integrate WhatsApp with a CRM via API, this feature gets disabled because API-based solutions do not support live location tracking.
Businesses that rely on this for deliveries, on-site visits, or real-time tracking may lose crucial functionality.
2. Loss of disappearing messages in 1-on-1 chats
When WhatsApp Coexistence is enabled, disappearing messages no longer work in 1-on-1 chats.
Normally, on WhatsApp Business app, you can set disappearing messages for a given period, where messages are automatically deleted after a specified period. Since WhatsApp API-based CRMs store messages for automation, reporting, and compliance, disappearing messages are disabled to prevent data loss.
This can impact businesses that deal with confidential or sensitive conversations like legal, financial, or healthcare.
3. Balancing manual vs automated engagement
You must effectively manage and balance sending manual replies via WhatsApp Business in real time and automated CRM-driven messaging on WhatsApp API. It can lead to confusion and inconsistencies.
WhatsApp Business is designed for direct, real-time communication, while WhatsApp API enables bulk messaging, automation, and chatbot responses. With Coexistence, there’s a risk of customers receiving duplicate or inconsistent responses from the app and the CRM simultaneously.
For example, a lead might receive an instant automated reply from the CRM, but a salesperson responding via the WhatsApp Business app may reach out to the same lead again with a different response a few seconds later.
5. Feature restrictions
Certain native features of the WhatsApp Business app may not sync or work the same way when using WhatsApp Coexistence.
Features like Broadcast Lists, Labels, and Quick Replies are designed for the Business app and may not function properly within a CRM-based API system.
Businesses using these app-based features might find API-based workflows less intuitive or more complex.
6. Higher Costs for API Messaging
WhatsApp Business allows you to message your leads for free. But if you’re using WhatsApp API via a CRM, you may need to pay per message after the 24-hour free-response window expires. The cost per message varies based on region and conversation category.
7. Increased dependency on Meta’s ecosystem
WhatsApp Coexistence requires you to be fully integrated into Meta’s ecosystem, making you dependent on Meta’s policies and pricing.
You’ll be required to link your WhatsApp Business app to Facebook for Coexistence to work. Since Meta owns WhatsApp, Facebook, and Instagram, you may need to be mindful of data privacy, platform policies, and future feature changes.
Any changes in WhatsApp API pricing, Meta’s terms of service, or data-sharing policies could impact your sales process.
Use Privyr to make the most out of WhatsApp Business Coexistence
Managing business communications on your mobile device is easier and far more efficient. That’s why WhatsApp is so popular as a messaging platform. So why not use a mobile CRM to handle your entire sales process as well?
Enter Privyr – a mobile-first CRM designed to help you run your sales process seamlessly from your smartphone. This super user-friendly mobile CRM lets you capture, manage, and automatically distribute leads while on the go, ensuring you never miss a sales opportunity. Best of all, it works seamlessly with WhatsApp.
By integrating WhatsApp Business with Privyr via Coexistence, you can manage your sales and client communications from a single, centralised location: your Privyr dashboard. No more switching between apps or devices – everything you need for lead management, follow-ups, and sales tracking is right at your fingertips.
