Connect your existing WhatsApp Business App

(Coexistence)

If your business already uses the WhatsApp Business App on a phone, you can connect that same number to Guestway without losing access to the app. This feature is called WhatsApp Coexistence.

With Coexistence, your existing WhatsApp Business App number becomes connected to the WhatsApp Cloud API (which powers Guestway). You can continue chatting with guests directly from your phone, while also benefiting from Guestway's unified inbox, automated messaging, and team collaboration features.

When should I use this option? Use this if you already have an active WhatsApp Business App number with existing guest conversations and contacts, and you do not want to lose that history or stop using the app. If you prefer to use a new number or fully migrate an existing number to API-only, see Meta setup & Guestway integration instead.

Before you start

Make sure you have the following ready:

WhatsApp Business App version 2.24.17 or higher installed on the primary phone
Phone number from a supported country (see Supported countries section below)
Phone number actively used on the WhatsApp Business App for at least 7 days
A Meta Business Portfolio (you can create one during setup if needed)
Access to the primary phone during setup — you will need to scan a QR code
A credit card for WhatsApp API messaging billing
Admin permissions inside your Guestway organization

Important things to know before connecting

Your WhatsApp Business App can only be connected to one Cloud API provider at a time. If your number is already connected to another platform (for example another guest messaging tool, a CRM, or a marketing tool that uses WhatsApp API), you must disconnect from that provider first before connecting to Guestway.

All companion devices will be disconnected. When you connect to Guestway, any linked devices (other phones, WhatsApp Web sessions, WhatsApp for Mac) will be automatically unlinked from the account. You must initiate the connection from the primary phone where the WhatsApp Business App was originally set up. After successfully connecting to Guestway, you can re-link supported companion apps. Note that WhatsApp for Windows and WhatsApp for WearOS are not supported in Coexistence mode and should not be used.

Supported countries

WhatsApp Coexistence is available globally. The only countries where it is not supported are:

Nigeria
South Africa

If your phone number has a country code from one of these countries, you will not be able to use Coexistence. You can still connect to Guestway using a new number or by fully migrating your existing number.

Meta may update this list over time. If you run into eligibility issues, check Meta's official Coexistence documentation for the latest information.

Step-by-step setup

The setup involves actions on both your computer (in the Guestway platform) and your phone (in the WhatsApp Business App). Follow each step carefully.

Part 1 — Start the connection in Guestway (on your computer)

Step 1. Open the WhatsApp integration

In Guestway, go to Settings → Integrations → Create → WhatsApp.

This will open the Meta Embedded Signup window.

Step 2. Select your Business Portfolio

Select your Business Portfolio from the dropdown. Under WhatsApp Business account, choose "Connect a WhatsApp Business app".

Step 3. Enter your phone number

Enter the phone number that is currently active on your WhatsApp Business App. Select the correct country code.

Step 4. Confirm the connection details

Meta will recognize your number as an active WhatsApp Business App account. You will see a summary of what will be shared with Guestway, including your phone number, contacts, chats, and chat history.

A notification will be sent to your customers informing them that chats are now managed via a secure service from Meta.

Step 5. Scan the QR code

A QR code will appear on screen. Keep this screen open — you will need to scan it from your phone in the next part.

Part 2 — Connect from your phone (in the WhatsApp Business App)

Important: these steps must be performed on the primary phone where the WhatsApp Business App is installed. Do not use a companion or linked device.

Step 6. Open the message from Facebook Business

In your WhatsApp Business App, you will receive a message from the official Facebook Business account. This message contains a "Connect" button. Tap it.

Step 7. Review the connection information

You will see an overview explaining what Coexistence means: you can keep using your WhatsApp Business App, up to 6 months of chat history can be shared, and all future 1:1 chats will be managed via a secure service from Meta.

Tap "Connect to the Business Platform" to continue.

Step 8. Choose whether to share chat history

You will be asked whether to share your existing chat history with Guestway.

Share all chats — Recommended. Imports up to 6 months of your 1:1 conversation history into Guestway so you can continue conversations with existing guests.
Don't share chats — You will start fresh in Guestway. Existing conversations will remain only in the WhatsApp Business App.

This decision is permanent and cannot be changed later. If you skip sharing and change your mind, you would need to disconnect and reconnect from scratch.

Step 9. Scan the QR code

Your phone will open the camera to scan the QR code displayed on your computer screen (from Step 5). Point your phone at the screen.

The connection process will take up to 45 seconds.

Step 10. Connection confirmed on your phone

You will see a success message: "You're connected to Guestway."

You can manage this connection at any time by going to Settings → Account → Business Platform in your WhatsApp Business App.

After confirming, Guestway will appear as a connected platform in your WhatsApp Business App settings.

Part 3 — Finalize the connection (back on your computer)

Step 11. Review and confirm permissions

Back on your computer, the Meta flow will continue. You will see a permissions review screen showing what Guestway will have access to: managing your WhatsApp accounts, managing and opening conversations, and logging events.

Click "Confirm" to grant these permissions.

Step 12. Account linking

The system will link your account. This may take a few moments.

Step 13. Setup complete

You will see a confirmation that your account is linked to Guestway.

Part 4 — Configure billing (required)

This step is mandatory. Without a payment method, Guestway will not be able to send messages via the WhatsApp API on your behalf. On the final screen, click "Add payment method" to add a credit card.

You can also configure billing later inside your Meta Business Manager under WhatsApp Business Account → Payment settings.

Messages you send from the WhatsApp Business App remain free. Messages sent through Guestway (via the Cloud API) are charged according to Meta's standard pricing.

Part 5 — Verify everything works

After completing the setup, go to Settings → Integrations in Guestway. Your WhatsApp number should now appear as a connected integration.

Send a test message from a personal WhatsApp number to your business number. The message should appear in your Guestway Inbox.

You can now reply to guests from either the WhatsApp Business App on your phone or from the Guestway Inbox. Messages are synced between both platforms.

Limitations when using Coexistence

When Coexistence is active, a few WhatsApp Business App features are disabled or changed:

Disappearing messages are turned off for all 1:1 chats
View once messages are disabled
Live location sharing is disabled in 1:1 chats
Broadcast lists are disabled — existing lists become read-only, new ones cannot be created
Group chats are not synced to Guestway (they continue to work normally in the app)
Message throughput is capped at 20 messages per second to maintain compatibility between the app and the API
You must open the WhatsApp Business App at least once every 14 days to keep the connection active

Voice and video calls, catalogs, WhatsApp Status, and other business tools continue to work normally in the app.

How to disconnect

To stop using Coexistence and return to using only the WhatsApp Business App:

Open the WhatsApp Business App on your phone.
Go to Settings → Account → Business Platform.
Tap "Disconnect".

After disconnecting, all disabled features (broadcast lists, disappearing messages, etc.) will be re-enabled and your WhatsApp Business App will continue working as before.

Do not uninstall the WhatsApp Business App to disconnect. Uninstalling instead of using the disconnect option may cause issues when trying to reconnect later.

Meta setup & Guestway integration — connect a new number or fully migrate an existing one.
Using WhatsApp in Guestway — how to start conversations, use templates, and reply to guests.

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Last updated 2 months ago