META Coexistence (Coex) is a feature that allows businesses to use the WhatsApp Business App while also accessing the Cloud API at the same time.
This way, there is no need to deactivate an existing account, and SMBs can retain their chat history when switching to an API-based solution.
Key Benefits
- Send and receive messages via both WhatsApp Business App and Cloud API.
- Store individual chat history for up to 6 months (excluding group chats).
- Synchronize media messages from the last 2 weeks.
- Support conversation mirroring between the app and the API.
Important
Here are the requirements before integration:
1. A valid Facebook Business account.
2. An active WhatsApp Business App phone number (minimum 30 days).
3. Meta Verification process completed (phone number verification and business verification).
4. A Qontak account with access to the Omnichannel Dashboard.
5. An active subscription for META Coexistence.
Below, you will learn how to perform the integration, technical explanations, limitations to consider, and example use cases in Meta Coexistence.
A. How to Perform the Integration
Step 1: Request Activation
- Contact our support team to request META Coexistence activation.
- Once activated, the Coex option will be available in your integration menu.
Step 2: Setup in Facebook Business
-
Log in to your Facebook Business account, then go to Settings.
- In the Accounts tab, select "WhatsApp accounts".
- Click “Add”.
- Choose "Link a WhatsApp Business account"to connect your account.
- Select your country code, enter the phone number linked to your WhatsApp Business account, then click "Continue".
- Verify via OTP sent by Meta.
Step 3: Integration on Qontak Dashboard
- Log in to your Mekari Qontak Omnichannel account, then go to "Integrations".
- Click “WhatsApp”.
- On the WhatsApp page, select "Add WhatsApp Coexistence".
- You will be redirected. Click "Continue as [your Facebook account name]".
- Then, click “Continue”.
- If you don’t have a business website or profile page, enable the toggle as shown, then click "Next".
- Under Select your setup, choose "Connect your existing WhatsApp Business App" if you already have a WhatsApp Business Account and grant permission to share that account with Qontak.com. Click "Next" to continue.
Here are the details if you choose to connect your WhatsApp Business account with Qontak.com.
- Enter your country code and phone number, then click "Next".
- Confirm that your WhatsApp Business Account name is correct, then click "Next".
Step 4: Verification and QR Scan
- Scan the QR Code shown during the embedded signup process.
- Confirm via the WhatsApp message from Meta.
- Complete the review process and grant access. Click "Confirm".
- On your WhatsApp account, choose synchronization options: All chats, Selected chats, or None. To start, go to "Settings" , then click "Account".
- Then, choose “Connect to the Business Platform”.
- After that, click “Connect to the Business Platform”.
- Choose how your chat history will be shared. The example below shows the condition when you select 'Select chats to share', meaning the chat history will only be shared with certain selected chat rooms. Then click "Next".
- Then select the chat rooms as you prefer and click the "Next" icon.
- Scan the provided QR code.
B. Technical Explanation of Meta Coexistence
- Supported Features: Individual chat sync, contact sharing, and chat history storage up to 6 months.
- Unsupported Features: Group chat sync and full media sync (only up to the last 2 weeks).
Example Usage: Helps SMBs migrate from WhatsApp Business App to Cloud API without losing chat history or communication continuity.
C. Current Limitations to Note
| Features already available on the WhatsApp Business App | Changes to WhatsApp Business App Features after onboarding to Cloud API | Does the Cloud API support WhatsApp Business App features? |
| Individual (1:1) chats. | No change |
Yes.
Last 6 months of chats can be synced. Messages you send or receive will automatically be the same on both Cloud API and WhatsApp Business App. |
| Group chats. | No change | No. Group messages will not be synchronized. |
| Phone number hiding chats. | No change | No. |
| Disappearing message. |
Disappearing messages will no longer apply in all Individual (1:1) chats. |
No. |
| View once message. |
View once message will no longer apply in all Individual (1:1) chats. |
No |
| Live location message. | Live location message will be disabled in all Individual (1:1) chats. | No. |
| Broadcast lists. |
Broadcast lists will be disabled. Business accounts will no longer be able to create new Broadcast lists. |
No. |
| Voice and Video calls. | No change | No. |
| Contacts. | No change | Yes. All contact data can be synchronized. |
| Business tools (e.g.,catalog, order, and status). | No change | No. |
| Messaging tools (e.g., marketing messages, greeting message, away message, quick replies, and labels). | No change | No. |
| Business profile (e.g.,business name, address, and website). | No change | No. |
| Channels. | No change | No. |
A. WhatsApp Call
- Outbound and Inbound calls on the WhatsApp Business App will not appear in Qontak Inbox.
- If users make calls through the WhatsApp Business App, those activities will not be recorded in Qontak Inbox.
B. WhatsApp Group
- All group activities in the WhatsApp Business App will not be synchronized or reflected in Qontak Inbox.
- All group activities in the WhatsApp Business App will not be synchronized or reflected in Qontak Inbox.
WhatsApp Business Activity Table by Platform
| Activity | WhatsApp Business App | WhatsApp Business Web | WhatsApp Business Android | WhatsApp Business iOs | ||
| Windows | Mac | Windows | Mac | |||
| Linked Device | - | ✅ | ✅ | ✅ | ✅ | ✅ |
| Inbound chat from customer | - | ✅ | ✅ | ✅ | ✅ | ✅ |
| Outbound chat to customer | - | ✅ | ✅ | ✅ | ✅ | ✅ |
D. Example Use Cases in Meta Coexistence
| Sector/Industry | Usage via WhatsApp Business App | Usage via API (automation) |
|---|---|---|
| Healthcare & Clinics | Doctors/staff chat directly with patients for follow-ups or urgent questions. | Send appointment reminders, FAQs, and test result notifications. |
| Education & Tutoring | Teachers/counselors provide personal guidance to parents/students. | Send class schedules, payment reminders, and general announcements. |
| Restaurants & Hospitality | Staff receive orders or reservations via chat. | Send booking confirmations, feedback requests, and promotions |
| Sales & CRM Teams | Agents maintain direct relationship-based communication with clients. | Log conversations into CRM, automate follow-ups, and support multi-agent workflows. |
| Marketing Campaign | Brand managers send casual updates to VIP customers. | Manage mass holiday promotions, flash sales, or segmented. |