---
url: >-
  https://docs.corbitaltech.dev/products/embedded-sign-up-for-whatsmarks-saas/coexistence-feature.md
description: >-
  Enable businesses to onboard using existing WhatsApp Busining dual messaging
  capabilities.
---

# 🔄 Coexistence Feature (Onboarding WhatsApp Business App Users)

***

The coexistence feature allows you to configure Embedded Signup so business customers can onboard using their existing **WhatsApp Business app** account and phone number. Successfully onboarded customers can use your app to message at scale while retaining the ability to send one-to-one messages using the WhatsApp Business app, with messaging history kept in sync between both platforms.

## What is Coexistence?

Coexistence allows businesses with existing WhatsApp Business app accounts to seamlessly transition to Cloud API without losing their existing setup. When configured for coexistence:

* **Existing Account Integration**: Businesses can connect their current WhatsApp Business app phone number to Cloud API
* **Dual Messaging Options**: Continue using WhatsApp Business app for personal conversations AND use Cloud API for automated messaging
* **Message History Sync**: Keep messaging history synchronized between both platforms
* **QR Code Onboarding**: Simple QR code scanning process connects existing accounts

::: info WHY COEXISTENCE IS IMPORTANT
Many businesses already have established WhatsApp Business app accounts with:

* Existing customer conversations and history
* Verified phone numbers and business profiles
* Team members familiar with the WhatsApp Business app interface
* Custom business settings and preferences

Coexistence lets them leverage Cloud API's automation capabilities without losing their existing setup.
:::

## How Coexistence Works

Simple process for connecting existing WhatsApp Business app accounts:

### For Super Admin (One-time Setup)

#### Step 1: Enable Required Webhooks

You need to enable specific webhook permissions in your Meta App Dashboard for coexistence to work:

1. **Go to Meta Developer Dashboard**

   * Visit [developers.facebook.com](https://developers.facebook.com)
   * Select your App → Products → WhatsApp → Configuration
   * Find **Webhooks** section → Click **Edit**

2. **Subscribe to These Webhook Fields** (check the boxes):

   * ✅ `messages` - Receive customer messages
   * ✅ `message_echoes` - Receive messages from WhatsApp Business app
   * ✅ `smb_message_echoes` - Required for coexistence
   * ✅ `smb_app_state_sync` - Keeps both platforms in sync
   * ✅ `history` - Import past conversations (recommended)

**That's it for admin setup!**

### For Tenants (Using the Feature)

#### Step 1: Access Embedded Signup

* Login to your WhatsMarkSaaS tenant panel
* Go to **Embedded Signup**
* Click **"Connect with Facebook"** button

#### Step 2: Meta Popup Opens

* Enter your WhatsApp Business app phone number
* Meta popup will open automatically
* Follow the instructions in the popup

#### Step 3: Scan QR Code

* Check your WhatsApp Business app for a message
* Tap **"Scan QR code"** button in the message
* Use your phone camera to scan the QR code
* Choose whether to share message history

#### Step 4: Complete Setup

* Return to WhatsMarkSaaS panel
* Wait for synchronization to complete
* Start using both platforms together!

## Benefits of Coexistence

* **Keep Your Existing Setup**: No need to abandon your current WhatsApp Business app
* **Use Both Platforms**: Send personal messages via WhatsApp Business app AND automated messages via WhatsMarkSaaS
* **Message History Preserved**: Your past conversations stay intact
* **Easy Transition**: Simple QR code setup process

## Requirements

* The business customer must be using WhatsApp Business app version 2.24.17 or higher.
* The business customer's phone number country code must be supported.
* You must already be a [Solution Partner](https://developers.facebook.com/docs/whatsapp/business-management-api/get-started#solution-partner) or [Tech Provider](https://developers.facebook.com/docs/whatsapp/business-management-api/get-started#tech-provider).
* You must know how to use the [Cloud API](https://developers.facebook.com/docs/whatsapp/cloud-api/).
* Your webhook callback must be able to successfully accept and process webhooks.
* You must be using [Embedded Signup with session logging](https://developers.facebook.com/docs/whatsapp/embedded-signup/webhooks#session-logging) enabled.

::: warning 🌍 UNSUPPORTED COUNTRIES
WhatsApp Business account phone numbers from the following countries are **NOT** supported for coexistence:

* 🇳🇬 **Nigeria**
* 🇿🇦 **South Africa**
  :::

## Visual Guide

Here's what the process looks like for your tenants:

### Step 1: Choose Connection Option

### Step 2: Enter Phone Number & Get QR Code

### Step 3: Check WhatsApp Business App

### Step 4: History Sharing Option

### Step 5: Scan QR Code

### Step 6: Setup Complete!

After scanning, the business is connected and can use both WhatsApp Business app and WhatsMarkSaaS together.

## Limitations

* In order to remain compatible with the WhatsApp Business app, business phone numbers that are in use with both the WhatsApp Business app and Cloud API have a fixed throughput of 20 mps.
* If your business customer worked with a partner in the past and still shares the previous credit line, they may see an error when attempting to switch to a new partner. Follow the [guide](https://developers.facebook.com/docs/whatsapp/business-management-api/guides/credit-line-sharing/) to resolve the error.

## Unsupported countries

WhatsApp Business account phone numbers with country codes from the following countries are not supported:

* Nigeria
* South Africa

## Pricing

After a business customer has been onboarded to Cloud API:

* Messages sent via the WhatsApp Business app remain free.
* Messages sent via Cloud API are subject to Cloud API pricing.

Refer to the [API Solutions for WhatsApp Business App Users Pricing Explainer (PDF)](https://developers.facebook.com/resources/API-solutions-for-WhatsApp-Business-App-users.pdf) for a detailed breakdown of common pricing scenarios.

## Customer service window behavior

* A customer service window opens only when a WhatsApp user messages a business that is already onboarded to Cloud API.
* If a WhatsApp user messages a business just before onboarding, the business can only respond with a template message, since no customer service window was opened.
* Once the business is onboarded and a user sends a new message, a normal service window opens, allowing non-template responses.

## Setup Complete

After successful setup, businesses can use both WhatsApp Business app and WhatsMarkSaaS together seamlessly.

***

### ⏱️ Synchronization Time

The **onboarding and synchronization process** can take several minutes, depending on:

* The **size of the business’s messaging history**
* The **business’s internet speed**
* How efficiently your system can **process incoming webhooks**
* Your **server performance and data handling capacity**

> 💡 **Tip:** Use proper job queues and webhook digest systems to prevent delays in large message synchronizations.

## Common Issues & Solutions

### QR Code Not Working

* Make sure WhatsApp Business app is version 2.24.17 or newer
* Check internet connection on the phone
* Ensure using WhatsApp Business app (not regular WhatsApp)
* Wait a few minutes and try again

### Message Not Received in WhatsApp

* Verify phone number includes country code
* Check if WhatsApp Business app is properly installed
* Wait 2-3 minutes for message delivery

### Sync Takes Too Long

* Keep WhatsApp Business app open during setup
* Ensure good internet connection
* Contact support if sync exceeds 24 hours

## ⚠️ Important Implementation Notes

::: warning IMPORTANT THINGS TO REMEMBER

1. **Webhook Permissions Must Be Enabled**: You need to turn on specific webhook permissions in your Meta App Dashboard, including `message_echoes`, `smb_message_echoes`, and `smb_app_state_sync`. Without these, coexistence won't work.

2. **24-Hour Time Limit**: After a business completes signup, you have only 24 hours to finish importing their data. If you miss this deadline, they'll need to start the signup process over again.

3. **Message Speed Limit**: Businesses using coexistence can only send 20 messages per second (instead of higher limits) to keep both WhatsApp Business app and Cloud API working together properly.

4. **Country Restrictions**: Businesses with phone numbers from Nigeria and South Africa cannot use the coexistence feature due to Meta limitations.

5. **App Version Required**: The business must have WhatsApp Business app version 2.24.17 or newer installed on their phone for coexistence to work.

6. **Some Features Coming Soon**: Chat sync and contact sync features are not available yet in this version, but will be added in future updates.

7. **Need More Help?**: For the most up-to-date technical information, check the official Meta documentation: [Onboarding WhatsApp Business App Users](https://developers.facebook.com/docs/whatsapp/embedded-signup/custom-flows/onboarding-business-app-users/)

:::