WhatsApp coexistence connects a number that already uses the WhatsApp Business app to ConverZAP without removing it from the phone: the number stays in the app and also works on the official WhatsApp Business Platform (Cloud API). ConverZAP is a Tech Provider verified by Meta and makes this connection through Meta’s Embedded Signup, using the “Number already using the WhatsApp Business app” button (“Número que já usa o app WhatsApp Business” in Portuguese) on the “Connect WhatsApp with Facebook” card. Once connected, the AI agent, the team inbox, bulk messaging with approved templates and the CRM work on the same number.
The connection is available in the 7-day free trial and on every plan.
Before you start
- The WhatsApp Business app, version 2.24.17 or later.
- The number must be active on the WhatsApp Business app on the phone. Coexistence does not work with regular WhatsApp: move the number to the WhatsApp Business app first, or delete the account on the phone and use “New number”.
- The number can’t be on the WhatsApp API through another platform. If it is, disconnect it there first (in the app: Settings > Account > Business Platform) and wait 15 minutes.
- Admin access to the ConverZAP workspace and a Facebook account that manages the business on Meta, to pick or create the business portfolio and the WhatsApp Business account.
- The phone with the WhatsApp Business app at hand, to confirm the connection.
- The number can’t be connected to another ConverZAP workspace.
Step by step
- In the side menu, open Settings and then Integrations. If no number is connected yet, the same card also appears on WhatsApp Health.
- On the “Connect WhatsApp with Facebook” card, click “Number already using the WhatsApp Business app”. The card’s “Step by step” section shows these steps on the tab with the same name.
- In Meta’s window, log in with the Facebook account that manages the business.
- Pick or create the business portfolio and the WhatsApp Business account.
- Choose the option to connect the WhatsApp Business app and enter the number.
- Confirm on the phone whatever Meta asks for: a code or a QR code, depending on the version of the flow. In the app, Meta also asks whether you want to share your chat history.
- Click “Finish” and only close the window after that. ConverZAP shows “WhatsApp connected” with the number.
- Add the business’s payment method in WhatsApp Manager. Without it, Meta won’t send messages through the API.
With coexistence, ConverZAP does not register the number on the API again, because it is already active on the app.
After you connect
- The number stays in the app on the phone and also works on the API, where ConverZAP handles conversations with the AI agent and your team.
- Contacts and up to 6 months of one-to-one chats can be synced if they are requested within the first 24 hours: ConverZAP sends the request right after the connection, and you confirm in the app whether to share the history. If Meta doesn’t start the sync, ConverZAP shows a warning on the connection screen, and the number’s connection remains valid.
- WhatsApp Web and linked devices are logged out during the connection: just link them again. WhatsApp for Windows and Wear OS are not supported with coexistence.
- Open the app on the phone at least every 14 days or so: if the primary phone is inactive for about 14 days, Meta disconnects the number from the API.
- Messages sent from the app remain free. Messages sent through the API follow Meta’s official pricing.
- Groups and calls stay in the app only. Broadcast lists become read-only, and disappearing messages, view once and live location are turned off in one-to-one chats.
Phone and ConverZAP on the same number
The number keeps working in the app on the phone. Messages you send from the phone show up in the ConverZAP team inbox as “Sent from phone”, and the AI agent pauses on that conversation so it doesn’t reply over you. To reply to a conversation the agent is handling, use the “Take over from agent” button in the team inbox.
Need help connecting?
On the connection card, the “Need help connecting? Talk to us on WhatsApp” shortcut opens a chat with the ConverZAP team with a ready-made message. If an error appears, the same shortcut shows up next to it and includes the error text. The message never includes tokens, codes or account data.
Common errors
| Code | What it means | What to do |
|---|---|---|
| 4563015 | The WhatsApp Business app is out of date | Update the app (version 2.24.17 or later) |
| 2655095 / 2655048 | The number is not registered on the WhatsApp Business app | Register the number on the WhatsApp Business app or use another number |
| 3441045 | The number is not eligible yet | Meta asks for more activity on the WhatsApp Business app before connecting |
| 3441030 | The number is already registered on the API | Disconnect the number from the other platform or use another number |
| 3441049 / 2655094 | The number is already connected to a platform | In the app: Settings > Account > Business Platform; disconnect and wait 15 minutes |
| 2655082 | The number is linked to a Facebook Page | Unlink it in Meta Business Suite |
Source: Embedded Signup errors (Meta).
How to disconnect
Coexistence is turned off in the app itself: Settings > Account > Business Platform > Disconnect Account. The number stays on the WhatsApp Business app. To connect another platform afterward, wait 15 minutes.
