WhatsApp CoExistence

Definitive Guide: Integrating WhatsApp Business in Coexistence Mode on SprintHub

Introduction: What is Coexistence Mode and why is it a game changer?

The evolution of business communication took a giant leap with the introduction of WhatsApp Business Coexistence mode. This feature, developed by Meta, allows a company to use the same phone number both in the WhatsApp Business app on a mobile device and in the WhatsApp Cloud API simultaneously and in sync. For users of the SprintHub platform, this represents a unique opportunity to unify the agility of personal support with the power of automation and centralized management.

This comprehensive guide was prepared to demystify the transition and implementation process. We will cover, step by step, how to connect your WhatsApp Business account in Coexistence mode on SprintHub, highlighting the crucial differences, the benefits and the best practices to ensure a smooth and successful migration. By the end of this document, you will have the knowledge necessary to make informed decisions and explore the full potential of this powerful integration.

Understanding the Changes: App vs. API in Coexistence

The main question when adopting Coexistence mode is: "What changes in my day-to-day?". It is essential to understand that, although the number is the same, the usage experience is split between two interfaces with distinct capabilities. The app on the phone remains ideal for quick and personal conversations, while the SprintHub platform, connected to the API, becomes the control center for automations, scaled support and data management.

The table below, based on Meta's official information, details the main changes and limitations that occur in the WhatsApp Business app after activating Coexistence.

Feature Comparison Table

Feature	WhatsApp Business App (Post-Coexistence)	API Support (via SprintHub)
Individual Conversations (1:1)	Maintained, but without the option to edit or delete messages for everyone.	✅ Fully Supported. Messages are synchronized and mirrored between the app and SprintHub. The last 6 months of history can be imported.
Contacts	No change.	✅ Fully Supported. All contacts with a WhatsApp number can be synchronized with SprintHub's CRM.
Group Conversations	No change, but conversations are not synchronized.	❌ Not Supported. Group interactions remain exclusive to the device.
Broadcast Lists	Disabled. It is not possible to create new lists and existing ones become read-only.	❌ Not Supported. For mass sending, you must use SprintHub's campaign and automation tools with approved templates.
Temporary Messages	Disabled for all individual conversations.	❌ Not Supported.
View Once	Disabled for all individual conversations.	❌ Not Supported.
Live Location	Disabled for all individual conversations.	❌ Not Supported.
Business Tools (Catalog, Orders, etc.)	No change, but they are not synchronized with SprintHub.	❌ Not Supported. Product and order management must be done directly in SprintHub's CRM.
Voice and Video Calls	No change.	❌ Not Supported.

Implementation Guide: Connecting Coexistence on SprintHub

Now that the differences are clear, let's move on to the practical implementation process. The connection is made through Meta's "Embedded Signup" flow, directly on the SprintHub platform. Follow the steps below carefully.

Essential Prerequisites

Before starting, ensure that you meet the following requirements:

• SprintHub Plan: Available for all plans. Check the official website for costs if any.

• Meta Business Account: Your company must have an account in Meta Business Manager (business.facebook.com).

• Updated App: WhatsApp Business on your device must be on the latest version.

• Phone Number: The number you want to connect cannot belong to countries or regions with restrictions (such as the European Union).

Connection Step by Step

1. Access SprintHub: Log in to your SprintHub account and navigate to the account settings or integrations section.

1. Start the API Connection: Look for the option to connect WhatsApp CoExistence. The platform will start Meta's configuration flow.

1. Connect to Meta: A Meta pop-up window will open. Log in with your Facebook account that has access to your company's Business Manager.

1. Choose the Coexistence Option: During the flow, Meta will present the option to connect a phone number already existing in the WhatsApp Business App. This is the key to Coexistence mode. Select this option.

1. Enter and Verify Your Number: Provide your WhatsApp Business number. You will receive a QR Code on the computer screen and a notification in your WhatsApp Business app on the phone.

1. Scan the QR Code: Open the notification on your phone. The app will ask permission to connect to the business platform and then open the camera so you can scan the QR Code shown on your computer screen.

1. Sync Permission: The app will ask if you wish to share the last 6 months of chat history. We strongly recommend that you accept to have a complete view of your customers in SprintHub.

1. Complete the Configuration on Meta: Follow the remaining steps in the Meta window, confirming the permissions that SprintHub will have over your account.

1. Return to SprintHub: After completion, the Meta window will close and you will return to SprintHub. Your new WhatsApp API connection should appear in the list of connected accounts in the WhatsApp CoExistence section.

1. Integration with SAC 360º: With the key inserted, the platform will finalize the integration, automatically connecting your new API to the Omnichannel support module (SAC 360º).

1. Add the new account to the Department so that non-admin users can see it.

1. If you use support "Funnels", do not forget to add this account to the Funnel as well.

Congratulations! At the end of this process, your number will be operating in Coexistence mode, ready to be used both on your device and on SprintHub.

Tips and Frequently Asked Questions (FAQ)

1. Should I use the app or SprintHub to reply to a customer?

• For quick and informal conversations: Use the app on the phone or even the SprintHub Mobile App

• For support that requires logging, automation or team collaboration: Use SprintHub. Conversations will be synchronized, so you can start on one and continue on the other, but remember that advanced features (labels, templates, etc.) are on SprintHub.

2. How do I send mass messages now that broadcast lists have been disabled?

• You must use SprintHub's Marketing Automation and Campaign tools. This involves creating Message Templates that need to be pre-approved by Meta. It is a more robust and professional process, which ensures higher quality and avoids blocks for spam.

3. What happens to my linked devices (WhatsApp Web/Desktop)?

• During the onboarding process for Coexistence, all linked devices are disconnected. You will be able to link them again after completion, except for WhatsApp for Windows and WearOS, which are not supported in this mode.

4. Does the integration have any additional cost?

• Check SprintHub's Plans page. Additionally, Meta charges for conversations initiated by the company via API. Messages sent directly from your mobile device remain free, as do replies to customers who start the conversation (within the 24-hour window).

5. Will my product catalogs and WhatsApp Business statuses be synchronized?

• No. These are app-exclusive tools and are not synchronized via API. Management of products, services and sales funnels must be done using SprintHub's CRM resources to maintain consistency.

Conclusion: Unifying the Best of Both Worlds

Implementing WhatsApp Business Coexistence mode in SprintHub is more than a simple technical update; it is a strategic evolution in how your company communicates. By combining the convenience of personal support in the app with the scalability and intelligence of the Cloud API, you create a truly omnichannel and frictionless customer experience.

Although there are limitations and a learning curve, the benefits of having a unified history, powerful automations and centralized management far outweigh the challenges. Follow this guide, plan your transition and get ready to take your support and sales to a new level.

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References

[1] Meta for Developers. "Onboarding WhatsApp Business app users (aka 'Coexistence')". Available at: https://developers.facebook.com/docs/whatsapp/embedded-signup/custom-flows/onboarding-business-app-users/

[2] SprintHub. "Integration - Whatsapp API". SprintHub Knowledge Base. Available at: https://docs.sprinthub.com/topicos/integracao/integracao-whatsapp-api

[3] SprintHub. "WhatsApp CRM and Social Networks | Omnichannel Support 360º". Available at: https://sprinthub.com/ferramenta-de-crm/atendimento-omnichannel/

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