Manage WhatsApp chats in both Kommo and the app with Coexistence

The WhatsApp Coexistence feature allows you to use the same phone number for both the WhatsApp Business app and WhatsApp Cloud API simultaneously. This feature is designed for businesses that want to manage conversations in Kommo while still using the WhatsApp Business app.

With real-time synchronization, messages sent from the app will appear in Kommo, and messages sent from Kommo will be reflected in the app, ensuring a unified conversation history.

• Customer support teams – Manage daily interactions in the WhatsApp Business app while automating responses and CRM updates in Kommo via Cloud API.
• E-commerce businesses – Engage with customers manually while using the API for order updates and marketing automation.
• Service providers – Communicate directly with clients via WhatsApp while integrating appointment scheduling and reminders through the API.
• Hybrid business models – Maintain seamless messaging between manual chats in the app and automated workflows in the API.

Messages follow separate rules depending on whether they are sent via the Cloud API or the WhatsApp Business app:

The table below shows the features available to business customers using Cloud API and any changes to the WhatsApp Business app after onboarding.

The connection process differs depending on whether the user only has the number in the WA Business app or is also using it in the Kommo WA Lite integration.

This method is for numbers not connected to WhatsApp Lite integration in Kommo. For WhatsApp Lite, see the details in the next sub-section.

1. Go to Kommo → Settings → Integrations → Find WhatsApp Cloud API.
2. Agree to the privacy policy and click +Install.
3. Select Yes, on my phone using the WhatsApp Business app → Click Next.
4. Choose WhatsApp Business app and click Continue with Facebook.
5. Log in with your personal Facebook account and click Get Started.

1. Select an existing or create a new Facebook Business Portfolio, then click Next.

1. Select Connect your existing WhatsApp Business app → Click Next.

1. Enter your phone number → Click Next.

1. Confirm your WhatsApp Business account → Click Next.

1. Open WhatsApp Business App, then:

a. Receive a QR Code message.

b. Tap Scan QR Code in the app.

1. Choose whether to share chat history with WhatsApp Cloud API.

1. Scan the QR code and review the access request in Kommo, then click Continue.

1. Ensure WhatsApp Business App is successfully connected.

1. Click Finish.

Your number is now connected!

Follow steps 1-2 from the WhatsApp Business App connection guide, then:

1. Select Yes, with Kommo WhatsApp integration → Click Next.
2. Choose WhatsApp Lite as your integration type.
3. Choose WhatsApp Business App as your messaging platform.
4. Click Continue with Facebook, then follow the Facebook connection steps from the previous section.
5. Kommo will offer to merge data from WhatsApp Lite to WACA:

a. Select a phone number and click Continue.

b. If you don’t want to merge, choose Don’t merge and continue.

• If merging is selected – The number will show as “Merging” (takes approximately 10-15 min). Once complete, the status will update to “Connected”.
• If merging is not selected – The number is immediately connected with the status “Connected”.

For more information on source merging and the transition from WhatsApp Lite to WhatsApp Cloud API, read our article.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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