# WhatsApp Business App (Coexistence)

> Keep using the WhatsApp Business app on your phone while Avox runs on the same number - setup, what syncs, checks, errors and FAQ.

Source: https://docs.theavoxai.com/integrations/whatsapp-business-app

With Meta's **Coexistence**, one WhatsApp number works in the **WhatsApp Business app** on your
phone and in Avox at the same time. Your team keeps chatting from the app, and Avox adds the
shared inbox, automation, templates, Flows and the [Avox API](https://docs.theavoxai.com/integrations/avox-api) on the same
number.

For the concept in depth, see [Coexistence](https://docs.theavoxai.com/coexistence-explained). For the sync details, see
[Coexistence sync](https://docs.theavoxai.com/connections/coexistence).

## What it does

- **Same number, two places.** Customers see one business. Your team can answer from the app or
  from Avox.
- **Chat history import (optional).** If you choose to share chats during signup, your existing
  conversations come into the Avox [Inbox](https://docs.theavoxai.com/inbox) once.
- **Contact names sync.** Names saved in the app are kept in sync with [Contacts](https://docs.theavoxai.com/contacts).
- **Replies from the phone show in Avox.** A message your team sends from the app also appears in
  the Avox inbox.

## Requirements

- A number already active in the **WhatsApp Business app** (not the regular WhatsApp app).
- The phone with that app, signed in and nearby during signup.
- An active Avox plan with a free number slot. See [Plans](https://docs.theavoxai.com/plans).
- A Facebook account that's an admin of your Meta Business Portfolio.

## Setup

**1. Start a connection**

On [Connections](https://docs.theavoxai.com/connections), start the wizard and choose **Existing number (Coexistence)**.

**2. Finish Webhook setup and Test endpoint**

Enter a **Connection Name**, your server's **Webhook URL** and, optionally, a **Verify Token**. Click **Test endpoint** - the wizard then moves on to **Connect with Meta**. See [Message forwarding](https://docs.theavoxai.com/integrations/webhooks).

**3. Click Continue to Meta Embedded Signup**

In Meta's window, pick your number (it may show a "Registered" badge) or enter it.

**4. Confirm your app profile**

Meta shows your WhatsApp Business app's business profile. If it asks for an SMS or voice code instead, stop and go back.

**5. Scan the QR code on your phone**

Open WhatsApp Business and scan the code. Meta also sends the same link to the number in WhatsApp.

**6. Tap Connect on your phone**

Read Meta's explanation, then choose whether to share your chat history. This choice is one-time.

**7. Finish in the window**

Confirm the WhatsApp Business Account, review what you share with Avox, and click **Finish**.

## Check it's working

- The connection shows **Connected** on [Connections](https://docs.theavoxai.com/connections).
- Send a message to the number from another phone: it appears in the app and in the Avox
  [Inbox](https://docs.theavoxai.com/inbox).
- Reply from the app: the reply also appears in the Avox inbox.
- If you shared chat history, past conversations appear in the inbox shortly after connecting.

## Common errors

| Problem | Fix |
| --- | --- |
| Meta asks for an SMS or voice code instead of showing your app profile | Go back. That path moves the number off the app. Check you entered the exact number from the WhatsApp Business app. |
| **Next** stays locked after the QR step | Finish the steps on your phone, including tapping **Connect**. The window unlocks on its own. |
| [AVX-3002](https://docs.theavoxai.com/error-codes/avx-3002) - the connection didn't go through | Follow the reason shown and click **Retry connection**. See [Embedded Signup](https://docs.theavoxai.com/integrations/embedded-signup#common-errors). |
| Heartbeat on [Health](https://docs.theavoxai.com/health) shows **Down** for a long time | Open the app on the primary phone, send a test message, and run **Check health now**. |

## Limits

- Meta expects the app on the primary phone to be opened regularly. Keep it signed in on a phone
  your team uses day to day, so Meta keeps Coexistence running for the number.
- The chat history sharing choice is made once, during signup.
- Number count is set by your plan. See [Plans](https://docs.theavoxai.com/plans).
- Meta's messaging limits and quality apply as for any number. See
  [Quality and limits](https://docs.theavoxai.com/whatsapp/quality-and-limits).

## Security

- Your app stays on your phone, protected by your phone's own lock and WhatsApp's settings.
- Only the WhatsApp Business Account you approve in Meta's window is shared with Avox.
- How long Avox keeps conversation and event records is set by your retention settings on
  [Compliance](https://docs.theavoxai.com/compliance).

## Build your own server for WhatsApp Business App

Your own server isn't involved. Coexistence runs between the WhatsApp Business app on your phone, Meta and Avox. To send through the same number from your own systems, use the [Avox API](https://docs.theavoxai.com/integrations/avox-api).

## FAQ

**Will my customers notice anything?**

No. They keep messaging the same number and see the same business name.

**Can my team keep using the app every day?**

Yes - that's the point of Coexistence. Keep the app signed in on the primary phone and open it
regularly.

**Do messages sent with the Avox API show in the app?**

Messages sent through the platform appear in the app's chats as well, so your team sees the whole
conversation.

**Can I switch an existing Coexistence number to bot only later?**

That's a change on Meta's side, not in Avox. Connecting a number as **New number (Bot only)** is
for numbers not used in the WhatsApp Business app.

**Where do I see what synced?**

The [Inbox](https://docs.theavoxai.com/inbox) and [Contacts](https://docs.theavoxai.com/contacts) show the results, and [Logs](https://docs.theavoxai.com/logs) lists the sync
events Meta sent. Details are on [Coexistence sync](https://docs.theavoxai.com/connections/coexistence).

**Can I connect more than one WhatsApp Business app number?**

Yes - each number is its own connection, up to your plan's number limit. See [Plans](https://docs.theavoxai.com/plans).

**What should I tell my team?**

Keep using the app as before, and keep the primary phone signed in. Conversations they answer in the
app also show in the Avox inbox, so anyone working in Avox sees the same history.

**How do I check the connection is healthy?**

Open [Health](https://docs.theavoxai.com/health): the heartbeat shows **Operational**, **Degraded** or **Down**, and **Check
health now** asks Meta whether the number can send.

**Who gets told if Meta flags the account?**

With **WhatsApp account alerts** on in [Compliance](https://docs.theavoxai.com/compliance), the Switchboard's Owner (its first
Admin) is emailed when Meta sends an alert about the account, and every Admin is emailed when a
template is rejected, paused, disabled or flagged, or a Flow is blocked, throttled or deprecated.