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WhatsApp CoExistence

Definitive Guide: Integrating WhatsApp Business in Coexistence Mode in SprintHub

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

The evolution of business communication has taken 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 SprintHub platform users, this represents a unique opportunity to combine the agility of personal support with the power of automation and centralized management.

This complete guide was created to demystify the transition and implementation process. We will cover, step by step, how to connect your WhatsApp Business account in Coexistence mode in SprintHub, highlighting the crucial differences, benefits, and best practices to ensure a smooth and successful migration. By the end of this document, you will have the knowledge needed 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 work?". It is essential to understand that, although the number is the same, the user 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, large-scale support, and data management.

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

Feature Comparison Table

Feature

WhatsApp Business App (Post-Coexistence)

Support on the API (via SprintHub)

One-on-One Conversations (1:1)

Kept, but without the option to edit or delete messages for everyone.

✅ Fully Supported. Messages are synchronized and mirrored between the app and SprintHub. The history from the last 6 months can be imported.

Contacts

No change.

✅ Fully Supported. All contacts with a WhatsApp number can be synchronized with SprintHub 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, SprintHub's campaign and automation tools with approved templates must be used.

Temporary Messages

Disabled for all one-on-one conversations.

❌ Not Supported.

View Once

Disabled for all one-on-one conversations.

❌ Not Supported.

Real-Time Location

Disabled for all one-on-one 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 CRM.

Voice and Video Calls

No change.

❌ Not Supported.

Implementation Guide: Connecting Coexistence in 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, make sure 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).

Step-by-Step Connection

  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 setup 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 an existing phone number in the WhatsApp Business App. This is the key to Coexistence mode. Select this option.

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

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

  1. Sync Permission: The app will ask whether you want to share the conversation history from the last 6 months. We strongly recommend accepting so you have a complete view of your customers in SprintHub.

  1. Complete Setup in 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 session.

  1. Integration with SAC 360º: With the key entered, the platform will finish 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 SAC "funnels", don't 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 in 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 your phone or even the SprintHub Mobile App

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

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

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

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. Is there any additional cost for the integration?

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

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

  • No. These are app-only tools and are not synchronized via API. Product, service, and sales funnel management must be done using SprintHub CRM resources to maintain consistency.

Conclusion: Unifying the Best of Two 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 service 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.

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 360º Support". Available at: https://sprinthub.com/ferramenta-de-crm/atendimento-omnichannel/

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