WhatsApp Coexistence Mode: Complete Setup Guide
Connect your WhatsApp Business App to Cloud API without losing mobile access. Use both simultaneously for ultimate flexibility.
What You'll Learn
- What WhatsApp Coexistence Mode is and why it matters
- How to connect your existing WhatsApp Business App to Social Intents
- How message syncing works between platforms
- Best practices for team collaboration
What is WhatsApp Coexistence Mode?
WhatsApp Coexistence Mode is a feature introduced by Meta that allows businesses to connect their existing WhatsApp Business App phone number to the WhatsApp Cloud API without losing access to the mobile app.
Previously, when you connected a phone number to the Cloud API (used by platforms like Social Intents), the WhatsApp Business App on your phone would stop working for that number. You had to choose one or the other.
With Coexistence Mode, you get both:
- Keep using the WhatsApp Business App on your phone
- Connect to Social Intents for team inbox, Slack, Teams, or Webex integration
- Messages sync automatically between both platforms
- Your chat history, business profile, and catalogs remain intact
Standard Cloud API vs. Coexistence Mode
| Feature | Standard Cloud API | Coexistence Mode |
|---|---|---|
| WhatsApp Business App | ❌ Stops working | ✅ Keeps working |
| Cloud API access | ✅ Yes | ✅ Yes |
| Reply from phone | ❌ No | ✅ Yes |
| Reply from team inbox | ✅ Yes | ✅ Yes |
| Message sync | N/A | ✅ Automatic |
Why Use Coexistence Mode with Social Intents?
Coexistence Mode is perfect for businesses that want the best of both worlds:
| Use Case | Benefit |
|---|---|
| Team Collaboration | Multiple agents can respond via Social Intents while the owner keeps mobile access |
| After-Hours Support | Business owner can reply from phone when team is offline |
| Slack/Teams Integration | Route WhatsApp messages to Slack or Microsoft Teams while keeping app access |
| AI Chatbot + Human Backup | AI handles via Cloud API, humans can jump in from the mobile app |
| Gradual Migration | Test Cloud API features without committing fully |
How Message Syncing Works
Understanding the message flow is crucial for team coordination:
| Message Direction | Sent From | Where It Appears |
|---|---|---|
| Customer → Your Business | Customer's WhatsApp | ✅ WhatsApp Business App AND ✅ Social Intents / Slack / Teams |
| Your Business → Customer | Social Intents / Slack / Teams | ✅ Customer receives it AND ✅ Appears in WhatsApp Business App |
| Your Business → Customer | WhatsApp Business App | ✅ Customer receives it AND ✅ Synced to Social Intents conversation |
Key Point: When you or your team reply from the WhatsApp Business App, that message automatically syncs to Social Intents. This keeps your conversation history complete regardless of which platform was used to respond.
Step-by-Step Setup Guide
Step 1: Prerequisites
Before you begin, make sure you have:
- An active Social Intents account (sign up free)
- WhatsApp Business App installed with a verified business phone number
- A Meta Business Account (Facebook Business Manager)
- Admin access to your Meta Business Account
Step 2: Navigate to WhatsApp Integration
- Log in to your Social Intents Dashboard
- Go to My Apps → Integrations
- Find the WhatsApp card and click Connect
Step 3: Start Embedded Signup
- Click the Connect WhatsApp button
- A Facebook popup will appear for authentication
- Log in with your Meta Business Account credentials
Step 4: Select Your Existing WhatsApp Business Account
This is the key step for Coexistence Mode:
- When prompted to select a WhatsApp Business Account, choose your existing account (the one linked to your WhatsApp Business App)
- Select the phone number you want to connect
- The system will detect that this number is already registered with the WhatsApp Business App
Note: If you see a message about the phone number already being registered, that's expected! Coexistence Mode will share the number between both platforms.
Step 5: Grant Permissions
- Review the requested permissions
- Accept to allow Social Intents to send and receive messages on your behalf
- Complete the authorization flow
Step 6: Configure Your Widget
- Select which Social Intents widget should receive WhatsApp messages
- This determines which Slack channel, Teams channel, or agent group handles incoming messages
- Click Save to complete setup
Step 7: Test Your Connection
- Send a test message to your WhatsApp Business number from a personal phone
- Verify the message appears in:
- Your WhatsApp Business App
- Your Social Intents dashboard (or connected Slack/Teams channel)
- Reply from Social Intents and verify the customer receives it
- Reply from WhatsApp Business App and verify it syncs to Social Intents
Success! Your WhatsApp Business App is now connected to Social Intents in Coexistence Mode. Both platforms will work simultaneously, and messages will sync automatically.
Best Practices for Team Collaboration
1. Establish Response Protocols
Define who responds from which platform to avoid duplicate replies:
- Option A: Team uses Social Intents/Slack/Teams during business hours; owner uses WhatsApp Business App after hours
- Option B: Assign specific conversation types to each platform
- Option C: First responder claims the conversation
2. Use Conversation Assignment
In Social Intents, assign conversations to specific agents to prevent overlap with WhatsApp Business App responses.
3. Check Conversation History
Before responding, check the full conversation history. Messages sent from WhatsApp Business App will show as "WhatsApp Business App" in Social Intents.
4. Leverage AI Chatbot
Configure Social Intents' AI chatbot to handle initial inquiries via Cloud API. Team members can jump in from either platform when human assistance is needed.
Frequently Asked Questions
Q: What is WhatsApp Coexistence Mode?
WhatsApp Coexistence Mode allows businesses to connect their existing WhatsApp Business App phone number to the WhatsApp Cloud API without losing access to the mobile app. This means you can use both the WhatsApp Business App on your phone AND a team inbox platform like Social Intents simultaneously.
Q: Will I lose my WhatsApp Business App if I connect to Social Intents?
No. With Coexistence Mode, your WhatsApp Business App remains fully functional. You can continue using it on your phone while also having your team respond through Social Intents, Slack, Microsoft Teams, or other connected platforms.
Q: Do messages sync between WhatsApp Business App and Social Intents?
Yes. When you reply to a customer from the WhatsApp Business App, that message automatically appears in the Social Intents conversation history. This keeps your entire team in sync regardless of which platform they use to respond.
Q: What's the difference between standard WhatsApp Cloud API and Coexistence Mode?
Standard WhatsApp Cloud API registration takes exclusive control of your phone number, disabling the WhatsApp Business App. Coexistence Mode shares the number between both platforms, so the mobile app continues working normally.
Q: Is WhatsApp Coexistence Mode free?
WhatsApp Coexistence Mode itself is free from Meta. You only pay for WhatsApp conversation fees (per Meta's pricing) and your Social Intents subscription. There are no additional fees for using Coexistence Mode.
Q: Can I use Coexistence Mode with Slack or Microsoft Teams?
Absolutely! Social Intents routes WhatsApp messages to Slack, Microsoft Teams, Webex, Google Chat, and Zoom. With Coexistence Mode, your team can respond from these platforms while you retain WhatsApp Business App access.
Q: What happens to my existing WhatsApp chat history?
Your existing chat history in the WhatsApp Business App remains intact. Coexistence Mode doesn't delete or migrate your previous conversations. New conversations after connecting will sync between both platforms.
Q: Can multiple team members respond from both platforms?
Yes. Multiple agents can respond via Social Intents (or connected Slack/Teams channels), and anyone with access to the WhatsApp Business App can respond from there. All messages sync to maintain a complete conversation history.
Q: Does the AI chatbot work with Coexistence Mode?
Yes. Social Intents' AI chatbot operates via the Cloud API and works normally in Coexistence Mode. The AI can handle initial inquiries, and human agents can take over from either Social Intents or the WhatsApp Business App.
Q: How do I know which platform a message was sent from?
In Social Intents, messages sent from the WhatsApp Business App are labeled accordingly in the conversation transcript. This helps your team understand the full context of each conversation.
Troubleshooting
Getting "phone number already registered" error?
This is expected behavior for Coexistence Mode. The system recognizes your number is already in use with WhatsApp Business App and will proceed with shared access. If setup fails, contact Social Intents support.
WhatsApp Business App stopped working after connection?
If you connected before Coexistence Mode was available, your number may have been migrated exclusively to Cloud API. Contact Social Intents support to disconnect and reconnect using the new Coexistence flow.