WhatsApp Business App
Coexistence
Keep using your existing WhatsApp Business App and phone number — while also sending messages through the WhatsApp Cloud API at the same time. iwsapp.my supports Coexistence mode, so your team keeps using the app they already know.
What Is WhatsApp Business App Coexistence?
Coexistence lets a business connect its existing WhatsApp Business App and phone number through Meta's official onboarding — without losing the app.
Once connected, you can keep chatting from the WhatsApp Business App on your phone and send messages programmatically through the WhatsApp Cloud API — all on the same number. Your front-line team continues replying to customers in the familiar app, while your systems send templates, notifications, and automated flows through the API in the background.
Messages stay mirrored between both, so everyone sees the full conversation in one place.
Best Suited for Customer Service
Recommended for customer service & support
Coexistence shines when your team handles one-to-one conversations — answering enquiries, resolving issues, and following up with customers. Your agents keep using the WhatsApp Business App they already know, while the API adds notifications and automation on top.
Not recommended for marketing blasts
We strongly advise against using a Coexistence number for large marketing broadcasts. Sending high-volume promotional blasts from a number tied to the WhatsApp Business App carries a real risk of being flagged or restricted by Meta.
For marketing campaigns, we recommend a dedicated WhatsApp Business API (WABA) number with properly approved marketing message templates — this helps protect your sender reputation and lowers the risk to your account. Learn about dedicated WABA →
One Number, Two Ways to Message
WhatsApp Business App
- Your team keeps chatting from the app on their phone
- Reply to customers one-to-one as usual
- Messages sent manually from the app stay free
- Contacts stay synced with the platform
WhatsApp Cloud API
- Send templates, notifications & OTP via API
- Power automated flows and chatbots
- Trigger messages from your CRM or systems
- Full delivery reporting and tracking
Conversations are mirrored between the app and the platform, so a message sent from either side appears in both. Your agents and your automation share one unified inbox on a single number.
Important: user-initiated chats are not free
Messages typed and sent manually from the WhatsApp Business App stay free. But when a customer messages you first and you reply through the platform, that opens a 24-hour service conversation that is chargeable — a session fee applies for each 24-hour window. See pricing →
How to Enable Coexistence
Our team guides you through the whole process from start to finish. Here's exactly what happens, step by step.
Tell Us You Want Coexistence
Contact the iwsapp.my team and let us know you'd like to connect your existing WhatsApp Business App. We'll create your WhatsApp channel and prepare your account for registration.
Log In with Your Facebook Business Account
When registration begins, Meta's official embedded page appears. Log in using the Facebook account that manages your business. This is handled entirely by Meta — your password is never shared with iwsapp.my.
Select "Connect a WhatsApp Business App"
Pick your business portfolio (or create a new one), then on the WhatsApp Business account step, choose the option to connect an existing WhatsApp Business App — not create a brand-new number. Click Next to continue.
Enter Your WhatsApp Business App Number
Type in the exact phone number your WhatsApp Business App currently uses. This is the number that will run in Coexistence mode — used by both the app and the API.
Scan the QR Code with Your App
A QR code appears on screen. Open your WhatsApp Business App on the phone that owns the number, and scan the code — the same way you link WhatsApp Web. This securely links your app to the platform.
Confirm the Link on Your Phone
Your WhatsApp Business App walks you through a short confirmation. Approve it, return to the Meta page, review the details to share, and click Confirm. Wait a moment for the connection to complete, then click Done.
Your History & Contacts Sync Automatically
Once linked, your recent chat history (up to the last 6 months) and your WhatsApp contacts sync to the platform. Your team keeps chatting in the app, while your systems send via API — all on one number.
Tip: complete the sync within 24 hours of linking, and open the WhatsApp Business App at least once every 14 days to keep the connection healthy.
Feature Support After Coexistence
Most day-to-day features keep working, but some WhatsApp Business App features change once a number runs in Coexistence mode.
| Feature | After Coexistence |
|---|---|
| Personal chat (1:1) | Supported — chats from the last 6 months sync (media older than 14 days won't sync). Edit & revoke not supported. |
| Contacts | Supported — contacts with a WhatsApp number sync across. |
| Group chat | Not synced — group chats are not carried over. |
| Broadcast lists | Read-only — use platform broadcast instead (templates). |
| Voice & video calls | Not supported in the platform. |
| Business tools (catalog, orders, status) | Not supported in the platform. |
| Messaging tools (greetings, away, quick replies) | Use Flow Editor — recreate auto-replies via automation. |
| Disappearing / view-once / live location | Disabled for 1:1 chats. |