META Coexistence (Coex) is a feature that allows businesses to use the WhatsApp Business App while accessing the Cloud API simultaneously.

This eliminates the need to deactivate an existing account, and SMBs can retain their conversation history when switching to an API-based solution.

Key Benefits

• Send and receive messages through the WhatsApp Business App and Cloud API.

• Store individual conversation history for up to the last 6 months (excluding group conversations).

• Synchronize media messages for up to the last 2 weeks.

• Support mirroring conversations between Qontak and the WhatsApp Business app.

Important
The following requirements must be met before integration:
1. A valid Facebook Business account.
2. An active WhatsApp Business App phone number (at least 30 days).
3. The Meta Verification process has been completed (Facebook business verification).
4. A Qontak account with access to the Omnichannel Dashboard.
5. An active subscription to META Coex.
6. Make sure the phone number to be connected is not connected to Meta Business Suite. Click here to check whether the number is still connected. If it is still connected, first remove the integration through Meta Business Suite > Inbox > Business Platform.

If you are a WhatsApp Cloud API user (active for more than 30 days) who wants to switch to Coex, you do not need to wait 30 days for the WhatsApp Business account to become active again after the offboarding process from Cloud API. The offboarding and Coex integration processes can be completed in accordance with the applicable Terms and Conditions (TnC).

Below, you will learn how to perform the integration, along with technical explanations, limitations to consider, and example use cases for Meta Coexistence. The details are provided below.

A. How to Perform the Integration

1. Log in to your Mekari Qontak Omnichannel account, then select the “Integrations” menu.

2. Next, in the WhatsApp section, click "Manage".
   

3. Then, on the WhatsApp page, click “Add WhatsApp Coexistence”.
   

4. You will be directed to the following screen. Click “Continue” to proceed.
   

5. Select the Business portfolio, for example, "Qontak by Mekari", then in the "WhatsApp Business account" section, click "Connect a WhatsApp Business app". After that, click "Next" to continue.
   

6. Select your country’s phone number code. Then enter your phone number and click “Next” to continue.
   

7. Make sure your WhatsApp Business Account name is correct, then click “Next”.
   

Stage 4: Verify and Scan the QR Code

1. Scan the QR Code displayed during the embedded signup process.
   
2. Then confirm through the WhatsApp message from Meta.
   
3. Complete the review process and grant access. Then click “Confirm”.
   

4. In your WhatsApp account, select a synchronization option: All chats, Selected chats, or None. To begin, open the “Settings” menu, then select “Account”.
   

5. Then select “Connect to the Business Platform”.
   
6. Then click “Connect to the Business Platform”.
   

7. Select how your chat history will be shared. The example below shows the condition when you select “Select chats to share” or when chat history is shared only with selected chat rooms. Then click “Next”.
   

8. Then select the chat rooms you want and click the following ‘Next’ icon.
   

9. Scan the available QR code.
   

B. Technical Explanation of Meta Coexistence

• Supported Features: Individual chat synchronization, contact sharing, and storing chat history for up to 6 months.

• Unsupported Features: Group chat synchronization and full media synchronization (only the last 2 weeks are available).

Example Use: Helping SMBs switch from the WhatsApp Business App to the Cloud API without losing conversation history or communication continuity.

C. Current Limitations to Consider

Important
You must open the WhatsApp Business app on your phone at least once every 14 days. Otherwise, the integration will become disconnected.

A. WhatsApp Call
a. Outbound and Inbound Calls on the WhatsApp Business App do not appear in Qontak.
b. If a user makes a call through the WhatsApp Business App, the activity will not be recorded in the Qontak Inbox.

B. WhatsApp Group
a. All group activity in the WhatsApp Business App will not be synchronized or mirrored in the Qontak Inbox.
b. All group activity in the Qontak Inbox will also not be mirrored in the WhatsApp Business App.

C. MM Lite
MM Lite is currently available in Coex.

D. Broadcast List
After connecting through Coex, broadcasts are sent through the Qontak dashboard. Broadcast Lists previously available in the WhatsApp Business app cannot be used, so you need to create a new Broadcast List in Qontak.

WhatsApp Business Activity Table by Platform

All chats will still be received in WhatsApp Business. These limitations only apply to the number of message bubbles that can be displayed on each device; they do not mean that chats will not arrive in WhatsApp Business.

D. Broadcast Sending Limits for Coexistence Numbers

Meta applies different messaging throughput limits to WhatsApp Cloud API and Meta Coexistence (Coex). Messaging throughput is the number of messages that can be sent per second.

The following messaging throughput limits are applied by Meta:

The messaging throughput limit for Coex numbers is lower than that of the WhatsApp Cloud API. Therefore, adjustments have been made to the broadcast sending process to reduce the possibility of a rate limit, especially when sending large broadcasts.

1. Campaign Sending Limits for Coex Numbers

The recipient limit for a single campaign sent using a Coex number will be adjusted to:

• Coex number: a maximum of 3,000 recipients per campaign.

• API Direct Send Broadcast: 100 RPM.

2. Campaign Sending Limits for Cloud API

The recipient limit for a single campaign sent using a Cloud API number remains unchanged:

• Qontak One Cloud API number: a maximum of 20,000 recipients per campaign.

• Non-Qontak One Cloud API number: a maximum of 50,000 recipients per campaign.

E. FAQ Regarding Account Restrictions During WhatsApp Coexistence Integration

Restrictions on a WhatsApp account may occur shortly after the account is integrated through the WhatsApp Coexistence feature. To avoid this, make sure several items have been checked before performing the integration. If the account has already been restricted, follow the steps provided to determine what action needs to be taken.

The information in this section is based on guidelines from Meta received by the Qontak team. Please note that decisions regarding account restrictions and recovery are entirely made by Meta.

a. Understanding the Cause of Restrictions

1. Why was my account restricted even though I have not sent any messages?
   According to Meta, as soon as the Coexistence onboarding process is submitted, Meta immediately performs an automated integrity review. The result of this review reflects the existing activity history of the account, not newly sent messages.
   This means that restrictions that appear immediately after integration generally originate from the account history, business portfolio, or Facebook admin, and not from Qontak.
2. Does my WhatsApp Business App account history have an impact?
   Yes. Coexistence connects an existing WhatsApp Business App account to the WhatsApp Cloud API, so account activity in the app becomes part of the eligibility assessment.
   According to Meta, onboarding is expected to be blocked or canceled if:
   1. The WhatsApp Business App account has received a warning or been blocked by Meta, still has active policy violations, or
   2. The account, business portfolio, or user admin performing the signup is currently restricted.
3. Do restrictions apply only to the number I am integrating?
   Not necessarily. According to Meta, onboarding checks are evaluated at the business portfolio level, not by phone number. If the review fails, the impact may affect the entire portfolio and all WABAs under it, not only the number being integrated.

b. Before Integration

4. What should I check before connecting a number?
   Meta recommends the following checklist for each Coexistence onboarding:

No.	Item to Check	Details
Account activity
1	WhatsApp Business App account is in good standing	Has not received a warning or block from Meta and has no active policy violations or is not in a “under review or low quality/medium” condition.
2	Business portfolio is not restricted	There are no unresolved policy issues. Check Account Quality.
3	The admin performing the signup is not restricted	If that admin is personally restricted, use another admin.
4	Portfolio does not contain problematic accounts	Do not connect the number to a portfolio that already contains restricted accounts.
Portfolio setup
5	Use an established, clean portfolio	Avoid creating a new portfolio solely for this integration (see question 7).
6	Keep the number of ad accounts to a minimum	Keep the number of ad accounts in the portfolio low.
Onboarding process
7	Enter the business website during signup	See question 6.
8	Complete business verification as early as possible	See question 5.
9	Number is registered in the WhatsApp Business App	Not the regular WhatsApp (consumer) app.
10	Number is not newly registered	Allow time for account history to develop. Qontak requires the number to be active for at least 30 days.
11	Your country is supported for Coexistence	Confirm before starting.

5. Is business verification required? 
   It is not required to connect a number, but it is strongly recommended before integration. According to Meta, completing business verification is the most effective step to reduce the risk of restrictions.
   Business verification is also required if you want to increase the messaging tier to a higher level and use several other Meta features.

6. Why do I have to enter a website during signup?
   According to Meta, if a website is not entered, new or unverified accounts may be subject to temporary sending restrictions. You can still receive messages, but you cannot send messages.
   The restriction will be removed after:

   a. The website is added to the profile and passes review; or
   b. Business verification is completed.

7. Can I create a new business portfolio specifically for this integration? 
   It is not recommended. According to Meta, newly created portfolios are more likely to be flagged. If the new portfolio is restricted, you must submit an appeal directly through Account Quality. The restriction cannot be removed by Meta from the partner side, including Qontak. 

8. Can I use a number that was just registered in the WhatsApp Business App? 
   Not recommended. Meta recommends allowing time for account history to develop first. Qontak also requires the WhatsApp Business App number to have been active for at least 30 days before it can be connected through Coexistence.

c. Things to Avoid

9. Can resetting the WhatsApp Business App "clean up" account issues? 
   No. Do not perform a full reset (WhatsApp Business App → regular WhatsApp → WhatsApp Business App again). According to Meta, this does not reset account activity and may instead disconnect Coexistence.

10. What else should be avoided?

    1. Using unofficial tools, automation, or scripted flows for the onboarding process.
    2. Connecting multiple numbers at once without checking the activity of each account first.

d. If the Account Has Already Been Restricted 

11. How do I submit an appeal?
    The method for submitting an appeal depends on the type of restriction affecting the account.

12. What happens after an in-app appeal is successful? 
    The Coexistence connection will be disconnected. According to Meta, after the account is successfully restored through the app, it must be re-registered (re-registration). This process will disconnect all linked devices, including the connection to Qontak.
    After the account is restored, reconnect your number through Qontak by selecting "Settings" → "Integrations" → "WhatsApp".

13. How long does the appeal process take?
    The appeal review process takes time. Meta cannot guarantee a specific outcome or completion time. 

14. My account has never violated any policies and has not sent any messages, but it is still restricted. What should I do?
    According to Meta, not all restrictions are caused by issues on the client side, so cases like this need to be reviewed individually. Contact the Qontak Support team and include:
    a. WABA ID
    b. The restricted phone number
    c. Business portfolio ID
    d. The estimated time when the restriction occurred.
    The Qontak team will forward your case to Meta for review.

15. Where can I find the WABA ID and business portfolio ID?
    a. Business portfolio ID: Meta Business Suite → "Settings" → "Business info".
    b. WABA ID: Meta Business Suite → "WhatsApp Manager" → select your WhatsApp account.

16. Can Qontak remove the restriction from my account? 
    No. Decisions regarding account restrictions and recovery are entirely made by Meta. Qontak can help check your integration status and forward cases to Meta for cases such as the one described in question 14.