WhatsApp Business App Quick Start (WhatsApp Coexistence)

Overview

WhatsApp Coexistence allows you to connect your WhatsApp Business App to AELYST via the WhatsApp API using the same phone number. You can continue using the WhatsApp Business App while unlocking automation, CRM syncing, reporting, and other features on AELYST.

This setup is ideal for teams that want to adopt API-based workflows gradually without giving up the app they’re already using.

What you can do

• Connect your WhatsApp Business App number to AELYST without giving up the app

• Send and receive messages from both platforms

• View messages sent from the app on AELYST as echo messages

• Use AELYST features like automation, CRM integration, team visibility, and more

Note: Contact and message history syncing is currently not supported. Want this feature? Upvote to show your interest.

Requirements

• WhatsApp Coexistence is available only to businesses actively using the WhatsApp Business App, based on Meta’s review of account age and messaging quality.

• WhatsApp Business App version 2.24.17 or later. Learn more.

• Add phone number to your Meta Business Manager. Learn more.

• Your business must not be registered in a currently unsupported country. At the moment, this includes Nigeria and South Africa.

Important: You must open the WhatsApp Business App at least once every 14 days to keep your Channel connection active. If the app is not opened, the connection may be removed, affecting message deliverability.

Setup Guide

Add phone number to your Meta Business Manager

1. In your Meta Business Suite, Go to Settings

2. On the side menu, select WhatsApp accounts

3. Click Add > Link a WhatsApp Business account

4. Enter your phone number

Connect Channel

1. On AELYST, go to Settings > Channels > Add Channel. Then, Select WhatsApp.

2. Click here to connect WhatsApp Business App.

3. Click Connect With Facebook and log in with your Facebook account and follow the embedded sign-up flow.

4. Complete the setup. Your WhatsApp Business App will remain usable, and you can start using AELYST

You’ll be able to:

• Continue using your WhatsApp Business App

• Send and receive messages on AELYST using the same number

• View messages sent from the app as echo messages

Echo Messages

Messages sent from the WhatsApp Business App will appear on AELYST as echo messages. These provide visibility into team conversations and allow you to sync contact data or follow up via automation.

Behavior of echo messages:

• Will not open a service window

• Will not trigger automation

• Will not start a new conversation

• Will create a contact if one doesn’t exist

Edited Messages

When a Contact edits a message they previously sent on WhatsApp, the updated message will appear in AELYST with an “Edited” label.

This allows your team to see that the Contact has modified their original message while maintaining visibility of the conversation.

Behavior of edited messages:

• Will not open a service window

• Will not trigger automation

• Will not start a new conversation

• Will create a Contact if one doesn’t exist

Feature changes after connecting to AELYST

Once your WhatsApp Business App is connected to AELYST (via WhatsApp Coexistence), some native features of the WhatsApp Business App will no longer be available. These changes are made by WhatsApp and apply to all integrations with third-party platforms like AELYST.

For more information, you can refer to Meta's official documentation.

Known Limitations (Phase 1)

FAQ and Troubleshooting

Can I keep using the WhatsApp Business App?

Yes. You can continue using the app while gaining access to API-based tools on AELYST.

Will I be charged if I send messages via my WhatsApp Business App after connecting to AELYST?

No, it will still be free even after connecting your WhatsApp Business App to AELYST.

Will my team lose access to chat history?

No. Chat history remains available in the WhatsApp Business App. AELYST will not display past conversations during Phase 1.

What happens when someone sends a message from the Business App?

AELYST will display it as an echo message. It won’t open a service window or trigger automation.

Do messages from the Business App count toward messaging limits?

No. Messages sent from the app are free. Only messages sent via the Cloud API will be counted and billed.

Which countries are currently unsupported?

Nigeria and South Africa.

Do I need to keep the WhatsApp Business App active?

Yes. You must open the WhatsApp Business App at least once every 14 days to keep your connection active. If you don’t, the Channel connection may be removed, which can disrupt your message deliverability on AELYST. If the connection is lost, you will need to re-connect your phone number as a new WhatsApp Coexistence Channel.

Will I lose my Meta Verified (Blue Tick) badge when onboarding to WhatsApp Coexistence?

No. You will not lose your Meta Verified badge when onboarding your WhatsApp Business App to the WhatsApp Business API through WhatsApp Coexistence. Meta now supports transferring your Meta Verified subscription when you connect your number via WhatsApp Coexistence.

Why do I see the error “The WhatsApp Business Account (WABA) you’re trying to connect already has an existing payment method” when setting up WhatsApp Coexistence?

This is a limitation set by Meta. Credit lines for WhatsApp Coexistence accounts cannot be removed or migrated to another provider.

However, there is a supported workaround:

1. Switch the phone number from WhatsApp Business App to a Personal WhatsApp.

2. Switch back to WhatsApp Business App.

3. Connect the same phone number to a new provider.

Why are messages sent from WhatsApp for Windows not appearing in AELYST when using a coexistence number?

This can happen due to WhatsApp Coexistence limitations or connection issues.

Messages sent from unsupported companion devices, such as WhatsApp for Windows or WhatsApp for WearOS, do not trigger WhatsApp webhooks. As a result, these messages may appear in the WhatsApp Business App but will not show in AELYST.

In addition, messages may stop appearing if:

• The WhatsApp Business App is not opened on the primary phone for more than 14 days, causing linked devices to be logged out, or

• The AELYST partner connection to your WhatsApp Business Account (WABA) has been removed or disrupted

What you can do

1. Confirm that the message is visible on the primary WhatsApp Business App device, but not appearing in AELYST.

2. Go to WhatsApp Business Manager and check that AELYST is listed as an active connected partner for your WhatsApp Business Account.

3. If AELYST is not listed, delete the existing WhatsApp Coexistence channel in AELYST and reconnect it using the Embedded Signup (ES) flow.

WhatsApp Coexistence and linked device behavior are enforced by WhatsApp (Meta). Refer to Meta documentation for more details.

How many devices can I link to my WhatsApp Coexistence account, and are all devices supported?

Businesses can link up to four WhatsApp companion clients (“linked devices”) to their WhatsApp Business App account. Most companion clients are supported for Coexistence, except for WhatsApp for Windows and WhatsApp for WearOS, which are not compatible.

Why am I seeing multiple unsupported messages and the error, “Message received during sync and not available on AELYST. View in WhatsApp Business App.”?

This can happen due to Meta limitations, such as:

• Unsupported companion device

  • According to the Meta doc, if your Contact uses an unsupported WhatsApp companion device (such as certain linked or secondary devices), messages sent from that device may not trigger webhook notifications.

  • Since no webhook event is sent to AELYST, the message cannot be mirrored on the platform and will appear as an unsupported message.

• Message sync after inactivity

  • If a Contact messages your Coexistence number after a long period of inactivity, it may require time to refresh.

  • During this refresh period, some webhook events may appear as unsupported messages.

What you can do

• For unsupported companion device: View the full message directly in your primary WhatsApp Business App device.

• For message sync after inactivity: Wait for the Coexistence number to refresh. Once sync is complete, subsequent messages should arrive as expected.

Why was my companion device unlinked?

This can happen because all companion devices will be automatically unlinked when onboarding to or offboarding from the WhatsApp Coex Channel.

What you can do

1. After onboarding or offboarding WhatsApp Coexistence, wait up to 24 hours for WhatsApp to sync your data and message history.

2. Re-link your companion device.

Note: Re-linking your companion device may not be possible until the sync has finished.

Why can’t I use my phone number for WhatsApp Coexistence onboarding?

This happens when your phone number is currently not eligible for WhatsApp Coexistence.

What you can do

• Continue using your phone number in WhatsApp and maintain good quality messages until your phone number becomes eligible.

• If you need to use WhatsApp Coexistence now, try onboarding with a different phone number.

• Alternatively, use your phone number to connect WhatsApp Business Platform (API) to AELYST instead.

How do I offboard WhatsApp Coexistence from AELYST?

Here’s how to offboard WhatsApp Coexistence from AELYST:

Option 1: From WhatsApp Business App

1. Go to Account Settings.

2. Select Business Platform.

3. Remove or disconnect AELYST as a partner.

Option 2: From Meta Business Manager

1. Go to Meta Business Settings.

2. Select WhatsApp Accounts.

3. Open WhatsApp Manager.

4. Click Manage.

5. Remove AELYST as partner.

What happens after I offboard WhatsApp Coexistence?

• Messages will stop appearing in AELYST after the partner connection is removed.

• Companion devices will be automatically unlinked.

Important: Offboarding removes the partner connection. It does not delete your WhatsApp Business account or phone number.