The Challenges Businesses Face with Number Management :

WhatsApp has become an incredibly important tool for businesses. It’s no longer just a simple messaging app. It’s now essential for talking to customers, selling products, and offering support. Its popularity and ease of use mean that most businesses really need it to communicate effectively today.

However, using WhatsApp for business comes with its own set of problems. Companies often struggle with keeping things professional. They might be using personal phone numbers. As a business grows, managing customer chats on many different personal numbers becomes messy and inefficient. It’s also hard for teams to work together. It keeps messages consistent when everyone is using their own WhatsApp account.

Businesses also worry about data privacy and security. Personal accounts usually don’t have the strong protections needed for important business information. Staying compliant with data protection rules can be difficult when business conversations are spread across various personal devices. Finally, customers can get confused by too many contact numbers. They also experience slow replies because the communication isn’t well-organized.

These challenges show why businesses need a more structured way to use WhatsApp. This is where the idea of WhatsApp Coexistence comes in. It’s about a business smartly using different WhatsApp solutions at the same time.

This means they might use several WhatsApp numbers or different types of accounts. It includes WhatsApp Business App or the more advanced WhatsApp Business Platform (API). They do this to meet different business needs. Also serve various departments, or connect with specific customer groups. The goal is to manage all these WhatsApp channels together. It helps to create a smooth and efficient communication strategy.

What is WhatsApp Coexistence ?

WhatsApp Coexistence is a new feature from Meta. It lets businesses use their existing WhatsApp Business App number with the more advanced WhatsApp Business Platform (API) at the same time. Previously, businesses had to choose between the simpler app and the powerful API, or use different numbers. Now, they can have the best of both.

With Coexistence, the same phone number works for both the WhatsApp Business App and the WhatsApp Business Platform (API). When a message arrives, it’s synchronized across both. This means a team member can still use the familiar app on their phone for personal replies. It is great for direct conversations and keeping a human touch.

Simultaneously, the business can use the API through a CRM or communication platform for automated tasks. This includes chatbots for instant answers, sending bulk messages for promotions, integrating with customer systems, having multiple agents handle chats from a single dashboard, and automating messages based on customer actions like order confirmations. Messages sent from either platform will appear in the full conversation history.

Although WhatsApp Coexistence is quite new, its potential is significant. For example, an e-commerce retailer might have customer service staff use the app for personal responses to complex complaints. At the same time, their marketing team could use the API to send automated abandoned cart reminders or new product announcements to many customers. A healthcare clinic could have receptionists use the app for direct patient conversations about appointments. Meanwhile, their system, linked to the API, automatically sends appointment reminders and collects feedback after visits.

Why Keeping Your Number Matters ?

Businesses today know how important it is to keep the same WhatsApp number. This isn’t just about making things easy; it builds trust with customers and protects the brand’s reputation, especially when things change.

Consistency and Trust

When a business always uses the same WhatsApp number, customers feel more secure and confident. It shows the business is reliable and professional. If numbers keep changing, customers get confused, and their trust can quickly disappear. A steady number makes it easy for customers to get help or information. Thus, leading to a better overall experience.

Customer Loyalty and Brand Reputation

Having a consistent WhatsApp number helps keep customers coming back. When they know how to reach you easily, they’re more likely to continue doing business with you. This also makes the brand look professional and trustworthy, improving its image. On the flip side, inconsistent communication can make a brand seem disorganized or unreliable. It potentially drives customers away.

Smooth Transitions

Keeping the same WhatsApp number is super helpful. Businesses can upgrade their systems, like moving from the basic WhatsApp Business App to the more advanced WhatsApp Business Platform (API). It prevents customers from getting confused about how to contact the business. They don’t have to update their contacts. Also the business keeps all its chat history, making for a smooth change without bothering customers. This stability shows customers that the brand is dependable, even as it grows.

Types of WhatsApp Accounts :

There are three main types of WhatsApp accounts, each designed for different users and business needs.

WhatsApp Consumer App : This is the standard WhatsApp application. Most people use it for personal communication. It’s designed for individual use, allowing one number to be active on one device at a time. It’s ideal for chatting with friends and family.

WhatsApp Business App (WABA) : This version is specifically built for small businesses. It offers features beyond the consumer app. It includes business profiles, quick replies, greeting messages, and basic statistics. While it provides some limited automation and broadcast options, it’s still primarily managed from a single device. It is best suited for businesses with a smaller customer base and less complex communication needs.

WhatsApp API (WAPI) : This is the most robust solution. It is designed for medium to large businesses. Unlike the other two, there’s no official app for the WhatsApp API. Instead, businesses integrate with it through a Business Solution Provider (BSP) like Botbuz. This allows for advanced capabilities such as integration with CRM systems. Also chatbots, multi-agent support, and extensive automation for marketing, sales, and customer service at scale. It’s built for high-volume communication and complex business workflows.

What’s the Main Problem WhatsApp Coexistence Solves?

WhatsApp Coexistence solves several major problems for businesses using WhatsApp.

No More Split Conversations :

Previously, businesses often had to choose between the basic WhatsApp Business App and the more advanced API. It could mean using different numbers. This often led to fragmented customer conversations, where parts of a chat might be on one system and other parts on another. Coexistence fixes this by allowing the same number to work on both. Thus, keeping all customer interactions unified.

Grow Without Losing Familiarity :

Small businesses often start with the easy-to-use WhatsApp Business App. As they expand, they need the powerful features of the API. Before Coexistence, switching meant leaving the familiar app behind. Now, businesses can upgrade to the API’s advanced features while still letting their team use the app for personal touches, making growth smoother.

Easier API Onboarding :

Moving from the WhatsApp Business App to the API used to be complicated. It often involves losing old chat history and changing the business’s main contact number. This made many businesses hesitant to switch. Coexistence simplifies this by allowing businesses to activate the API on their existing number. It automatically keeps their chat history and contacts. This makes the transition much less stressful. Thus, encouraging more businesses to adopt the powerful API.

How WhatsApp Coexistence Works Across Business App and Cloud API ?

WhatsApp Coexistence allows businesses to use their existing WhatsApp Business App number with the powerful WhatsApp Business Platform (API). It offers a blend of manual control and advanced automation.

API handles automation, workflows, chatbot flows: The WhatsApp Business Platform (API), typically accessed through a Business Solution Provider like Botbuz, becomes the engine for scalable and automated communication. This is where businesses can deploy chatbots to handle instant replies and frequently asked questions. It sets up automated workflows for tasks like order confirmations or appointment reminders, and manages large-scale broadcast messages for marketing campaigns. All these complex, high-volume operations are efficiently managed via the API.

Business App lets you respond manually or check in real-time: Even with the API handling much of the heavy lifting, the familiar WhatsApp Business App on a mobile device remains fully functional. This means a business can still use the app for personalized, one-on-one interactions.

For instance, a customer service agent can manually respond to complex queries. It addresses specific concerns, or just check the real-time status of ongoing conversations. This ensures that the human touch is not lost. Also businesses can choose the best method for each interaction.

Shared inbox features and tag syncing possibilities (coming soon): A key aspect of Coexistence is the synchronization of messages between the app and the API. All conversations are mirrored, ensuring a complete chat history across both platforms.

This sets the stage for future enhancements like shared inbox features. Multiple team members can view and manage conversations from a centralized dashboard. Additionally, the ability to sync tags (for categorizing chats, e.g., “urgent,” “payment issue,” “lead”) across both platforms is expected to further improve organization, collaboration, and efficiency in customer communication management.

How to Get WhatsApp API Using WhatsApp Coexistence ?

WhatsApp Coexistence lets businesses use their WhatsApp Business App and the more powerful Cloud API with the same phone number. This means they get the best of both.

The Cloud API handles big tasks like automation. It runs chatbots to answer questions, sends automated messages like order updates. It also links up with customer management systems (CRMs). This frees up staff for more important work.

Meanwhile, the Business App is still useful for manual replies. Staff can use it on their phone to answer unique customer questions personally or just check ongoing chats. All messages, whether from the app or API, are synced. So the full conversation history is always available.

Soon, even more features are expected. It includes shared inboxes where multiple team members can see and manage conversations, and tag syncing. It will help categorize chats consistently across both the app and API. This will make teamwork smoother and communication with customers more efficient.

WhatsApp Business API : Before and After the Coexistence Update

Before :

Previously, businesses had to pick either the WhatsApp Business App or the more advanced WhatsApp Business API. This often meant using different phone numbers for each. For small businesses, moving to the API was tough due to its steep learning curve and complexity.

After :

With the Coexistence update, businesses can now use both the Business App and the API on the same phone number. This makes it easier to upgrade from the Business App to the API. It also gives businesses more flexibility to mix automated messages with personal replies, all from one consistent number.

How to Activate WhatsApp Coexistence (Step-by-Step) :

Activating WhatsApp Coexistence involves a few key steps. It links your existing WhatsApp Business App number with the more powerful WhatsApp Business Platform (API). Here’s how a business in Rajkot, for example, would go about it:

1. Register a New WhatsApp Number (if you don't already have a Business App number) :

If a business is entirely new to WhatsApp for business, the first step is to register a fresh, dedicated phone number for their business. This number will be the central point of contact for all WhatsApp communications. If the business already uses the WhatsApp Business App with an established number, they can skip this step and proceed with their existing number.

2. Choose a WhatsApp Business Solution Provider (BSP) like Botbuz :

The WhatsApp Business API does not have a direct user interface. So businesses need a third-party provider to access and manage it. A Business Solution Provider (BSP) like Botbuz, acts as an intermediary. They provide the platform and tools to integrate with the WhatsApp API. It helps to manage messages, and set up automations. The business would sign up with their chosen BSP.

3. Activate WhatsApp API using Cloud API or On-Premise :

Through the chosen BSP (e.g., Botbuz), the business will proceed with activating the WhatsApp Business API. There are two main deployment options :

Cloud API (Recommended) : This is the simpler and more scalable option. Meta (WhatsApp’s parent company) hosts the API infrastructure. It reduces setup time and maintenance for the business. The BSP will guide the business through connecting their registered WhatsApp number to the Cloud API.

On-Premise API : This option involves hosting the API infrastructure on the business’s own servers. It offers more control but is complex. It is generally suitable for very large enterprises with specific data sovereignty or infrastructure requirements. For most businesses, especially, the Cloud API is the preferred choice.

During this activation, the BSP will help the business verify their Facebook Business Manager account. It links their chosen WhatsApp number to the API. This process ensures the number is officially registered for API use.

4. Connect Your Business App to the Same Number :

This is the core of Coexistence. Once the API is activated and linked to the business’s phone number, the business ensures that the WhatsApp Business App on their mobile device is also active. It should also be registered with the exact same phone number. Coexistence enabled by Meta (often automatically once the API is activated on that number), messages sent to this number will now be routed to both the API (for automated handling) and displayed in the Business App (for manual viewing and replies). Crucially, the chat history from the Business App will be accessible through the API via the BSP’s platform, and vice-versa.

5. Start Sending API-based Messages While Keeping Manual Access :

With Coexistence successfully set up, the business can now leverage the full power of both solutions. They can start configuring chatbots, automated notifications, and bulk messages through their BSP’s platform (using the API). Simultaneously, their team members can continue to use the WhatsApp Business App on their mobile phone. It helps to personally respond to customer inquiries, manage complex conversations, or simply monitor incoming messages in real-time. This dual functionality ensures a flexible and efficient communication strategy.

How Botbuz Can Help Business To Fit Into This Update Seamlessly ?

Botbuz, is a Business Solution Provider (BSP) for WhatsApp. It plays a crucial role in helping businesses. It seamlessly adopts and maximizes the benefits of the new WhatsApp Coexistence update.

Assists in onboarding to WhatsApp API quickly : Navigating the complexities of the WhatsApp Business API can be challenging for businesses. It is especially for smaller ones. Botbuz simplifies this process by guiding them through the entire API onboarding. This includes helping with Facebook Business Manager verification. Also linking their WhatsApp number to the API and ensuring all technical requirements are met. Thus, allowing businesses to get up and running with the API much faster.

Helps connect Business App and API correctly : The core of Coexistence lies in properly linking the WhatsApp Business App and the API to the same number. Botbuz provides the expertise to ensure this connection is made accurately. This prevents issues like message delivery failures or fragmented chat histories. Thus, guaranteeing that businesses can use both platforms & maintain a unified conversation view.

Provides chatbot automation and broadcasting tools : Once the API is activated, Botbuz equips businesses with the necessary tools. It helps to automate their communication. This includes building and deploying intelligent chatbots. It can handle FAQs, qualify leads, and provide 24/7 support. Additionally, they offer broadcasting features, enabling businesses to send marketing campaigns & important updates. It also provides personalized notifications to a large audience efficiently through the API.

Expert guidance for maximizing coexistence potential : Beyond just technical setup, Botbuz offers strategic advice. They help businesses to understand how to best utilize the Coexistence feature for their specific needs. This might involve advising on when to use automated API responses versus manual app replies. Also how to integrate WhatsApp with existing CRMs, or developing strategies to improve customer engagement and operational efficiency through the dual power of the Business App and API. Their guidance ensures businesses get the most out of this new capability.

Conclusion :

The future of business messaging lies in a hybrid approach. It is due to WhatsApp Coexistence.

WhatsApp Coexistence is a game-changer for businesses. It allows companies to use both the personal WhatsApp Business App and the scalable WhatsApp Business Platform (API) with the same number. This avoids fragmented customer conversations and creates a unified experience.

This means businesses can grow their messaging without losing their personal touch. They can automate routine tasks and send bulk messages via the API. It still offers personalized, manual responses through the Business App for complex issues.

Botbuz can help businesses seamlessly adopt this by assisting with API onboarding. It connects the app and API correctly, providing automation tools. It also offers expert guidance to maximize this new hybrid messaging potential.