WhatsApp CoExistence: How to Communicate with Customers via Phone and Send Official Messages from a Single Number
For many companies, WhatsApp is the primary channel for communicating with customers. Administrators schedule patient appointments, managers answer customer questions, technicians coordinate visit times, and customer support representatives handle dozens of conversations every day directly from their smartphones.
At the same time, businesses are gradually finding mass communications essential: promotional emails, appointment reminders, delivery notifications, service messages, and personalized offers.
Companies had to choose between two options:
- continue to operate exclusively through the WhatsApp Business app and decline using automation;
- switch to the API, which would change employees’ usual workflow.
Many people have sought a compromise and used unofficial services for sending messages. However, such solutions violate Meta’s rules and significantly increase the risk of having your account blocked. Losing a
A Major Update to the Messenger’s Features
WhatsApp CoExistence is a Meta technology that allows you to use the same phone number simultaneously in the WhatsApp Business app and the WhatsApp Business API.
Previously, when the API was connected, the number would stop working in the mobile app. This limitation no longer exists.
After connecting:
- Employees continue to communicate with customers using the familiar WhatsApp Business app;
- chat history is preserved;
- new messages are synchronized between the app and the API;
- the business gains access to official automation features and bulk messaging capabilities.
edna helps companies integrate the WhatsApp Business API with CoExistence mode support, which allows employees to continue working in the app they’re used to, while businesses gain access to official broadcasts, automation, and integrations with corporate systems.
How does CoExistence work?
The process is as simple as possible.
Personal and daily communication takes place over the phone.
Managers, administrators, and employees will continue to respond to customers in the familiar WhatsApp Business app. For them, practically nothing will change.
Email Campaigns and Automation.
You can use the API to run:
- Marketing emails;
- Reminders about the record;
- Order and delivery notifications;
- Trigger messages;
- Chatbots;
- Automatic communication scenarios;
- Integration with CRM and other corporate systems.
This division allows you to use each tool for its intended purpose.
Advantages of this approach
- One phone number for all communications.
- No need to buy an additional phone number.
- Employees continue to work in the familiar interface.
- The history of correspondence is saved and synchronized.
- You can safely run campaigns via API.
- CRM, analytics, chatbots and automation are connected.
- The risk of blocking is lowered compared to the use of unofficial solutions in compliance with Meta rules.
Who is WhatsApp CoExistence best for?
The technology will be useful for companies where employees constantly communicate with customers from a smartphone, but at the same time require centrally sending messages to the entire database.
The most suitable for the following spheres:
- Medical centers and dentistry;
- Cosmetology clinics;
- Beauty salons;
- Fitness clubs;
- Car services and dealerships;
- Real estate agencies;
- Educational centers;
- Travel companies;
- E-commerce;
- Service companies;
- Insurance and financial organizations.
For example, a clinic administrator continues to schedule patients through a mobile app, while the system automatically sends appointment reminders, information on how to prepare for procedures, and requests for feedback after the visit.
Or a car dealership manager communicates with a customer in person while the marketing team sends out a mass email with new offers via an API—all from a single phone number.
How to connect WhatsApp CoExistence?
To connect, you will need:
- An active WhatsApp Business account.
- Access to the company’s Facebook Business Manager.
- Registering a phone number with the WhatsApp Business API through an official provider.
- Configuring integrations with CRM or other systems (if necessary).
Once connected, employees continue to use the familiar WhatsApp Business app, while the company gains access to API features: official broadcasts, automation, analytics, multi-operator support, and integrations with corporate services.
If you need to quickly implement a solution without having to go through a complicated setup process on your own, you can set it up through edna. Their specialists will help you register your number, configure CoExistence, and integrate the system with your CRM so your business can simultaneously handle correspondence via phone and take full advantage of the official API.
