How does the coexistence of WhatsApp Business and WhatsApp Cloud API work?
With the new coexistence feature launched by WhatsApp, it’s now possible to use WhatsApp Business and WhatsApp Cloud API at the same time with the same phone number.
This is a major improvement for companies that want to combine personalized support and automation without having to migrate or give up their usual way of working.
What does coexistence mean?
Previously, companies had to choose between:
- WhatsApp Business: personalized support from a single device.
- WhatsApp Cloud API: professional management, automation, and multiple agents, but without a native interface.
With coexistence, you can keep the WhatsApp Business app active while also using the API, and vice versa.
What are the benefits for your company?
These are the main benefits of using both tools in parallel:
1. Faster customer service
The WhatsApp Business App is still useful for direct replies, while the WhatsApp Cloud API automates processes like updates, reminders, and FAQs.
2. Better team coordination
The API allows multiple agents to manage chats from a shared inbox. The app can still be used for individual, on-the-go management.
3. Scalability without losing a human touch
You can automate bulk messages, integrate your CRM, and still offer personalized service when needed.
4. Conversation tracking and records
WhatsApp Cloud API allows automatic logging of conversations in your system for better follow-up and analysis.
What about WhatsApp Business App users?
If you already use the WhatsApp Business App, here’s what you need to know:
- You won’t lose your number or profile.
- You don’t need to change tools.
- The API integrates as a complement without replacing the app.
How to start using coexistence?
At WOZTELL, we can help you implement this functionality step by step. To get started, you’ll need:
- A phone number linked to WhatsApp Business.
- A verified Facebook Business account.
- An initial WhatsApp Cloud API setup.
Final recommendations for implementing coexistence
The ability to use WhatsApp Business and WhatsApp Cloud API simultaneously represents a major step forward for companies that manage customer communication across multiple teams and platforms.
This feature not only provides operational flexibility, but also combines the warmth of human service with the efficiency of automation—without compromising control or customer experience quality.
When implemented correctly, businesses can improve response times, centralize support, and scale their messaging strategy in a structured way.
If you'd like to learn how to adapt this feature to your operation, you can
book a demo with our team or check out other related articles in our knowledge base.