Coexistence mode lets you keep using the WhatsApp Business App on your phone alongside the Cloud API integration with Social Intents. This is useful for teams that already reply to customers from the WhatsApp Business App and want to add Social Intents without disrupting their existing workflow.
What Coexistence Mode Does
Without coexistence mode, connecting a phone number to the Cloud API normally deactivates the WhatsApp Business App for that number. Coexistence mode prevents this - your team can continue using the WhatsApp Business App while Social Intents receives and processes messages through the Cloud API.
Messages sent from the WhatsApp Business App are synced to your Social Intents conversation transcript, so your team has a complete history regardless of where the reply originated.
Enabling Coexistence Mode
During WhatsApp Setup
When you connect your WhatsApp Business number through the Meta embedded signup flow, select the option to enable coexistence mode. This registers the number with the Cloud API without deactivating the WhatsApp Business App.
Verify Both Are Active
After setup, confirm that:
- The WhatsApp Business App on your phone still works and can send/receive messages
- Messages sent to your number also appear in Social Intents (your team platform or web inbox)
How Message Syncing Works
| Scenario | What Happens |
|---|---|
| Customer messages your number | Message appears in both the WhatsApp Business App and Social Intents |
| Agent replies from Social Intents (Teams, Slack, etc.) | Reply is sent via Cloud API. Customer sees it in WhatsApp. The reply is also visible in the WhatsApp Business App's conversation history. |
| Agent replies from the WhatsApp Business App | Reply is sent from the app. Social Intents receives the message via webhook and adds it to the conversation transcript. |
When to Use Coexistence Mode
- Your team currently uses the WhatsApp Business App and is not ready to fully transition to Social Intents
- Certain team members prefer the WhatsApp Business App while others prefer Teams or Slack
- You want a backup method for responding when your team platform is unavailable
- You are evaluating Social Intents and want to run both systems in parallel
Considerations
- Duplicate notifications - Agents may receive notifications in both the WhatsApp Business App and their team platform. Coordinate with your team on who responds from where to avoid duplicate replies.
- AI chatbot - If an AI chatbot is enabled on the widget, the chatbot responds through the Cloud API. The customer sees the AI response in their WhatsApp app regardless of whether coexistence mode is on.
- Message templates - Template messages sent through Social Intents use the Cloud API. Templates sent from the WhatsApp Business App use the app's own sending method.
Frequently Asked Questions
Can I turn off coexistence mode later?
Yes. You can migrate fully to the Cloud API and stop using the WhatsApp Business App at any time. This is a one-way process - once you deactivate the app, re-enabling coexistence requires re-registration.
Does coexistence mode affect message templates?
No. Message templates are managed at the Meta Business Account level and are available in both the WhatsApp Business App and the Cloud API.
Is there any additional cost for coexistence mode?
No. Coexistence mode is a configuration option during setup with no additional charge from Social Intents or Meta.