WhatsApp Business app vs API, on the same number
For years a number could live in the WhatsApp Business app or on the WhatsApp Business API, not both. Moving to the API meant giving up the app on your phone. Meta's coexistence feature changes that. You keep chatting from the app, and software sends messages from the same number through Meta's Cloud API. You need a Meta Solution Partner or Tech Provider to set it up, and WhatsApp Business app version 2.24.17 or later.
What syncs when you connect
When you connect, your provider can import up to six months of chat history and your WhatsApp contacts, if you allow history sharing. Media from older chats is limited to the most recent 14 days. After that, replies you type on your phone are shared with the API side, so your software sees the whole conversation. Group chats are not included in the sync.
What stops working in the app
A few app features switch off for one-to-one chats. Disappearing messages, view once messages and live location are turned off. Broadcast lists are disabled, so you cannot create new ones in the app. Send broadcasts through the API instead, from approved templates. Linked devices are unlinked during setup, and you can link most of them again afterwards, except WhatsApp for Windows and Wear OS.
WhatsApp Business API groups and calling on a coexistence number
Group chats and voice or video calls stay in the app. On a coexistence number they are not handled through the Cloud API, so your software will not see them. Meta does offer business calling and groups on the Cloud API for numbers that use the API alone. If calls or groups matter to your business, check which setup your provider supports before you connect.
Speed limits
A number that uses both the app and the API has a fixed throughput of 20 messages per second. That is plenty for order updates and most store broadcasts. A business sending very large campaigns may want a separate, API-only number for them.
When an API-only number is better
Choose API-only when the number is a dedicated line for notifications or support that nobody answers from a phone. It also makes sense when you need the higher throughput, or the Cloud API's calling and groups features. For most small and mid-size stores, coexistence is the easier start, because nothing changes for the customers who already message you.
How to turn on coexistence in Dejor
In Dejor, coexistence is the default when you connect WhatsApp: the option is called WhatsApp Business App (recommended). Start the connection, log in with Facebook, and confirm the link from the WhatsApp Business app on your phone when asked. Allow history sharing if you want your past chats in Dejor. Your team can keep replying from the phone, and Dejor sends order updates from the same number.
Explore this workflow in Dejor.
See how whatsapp business api for shopify fits into your store, including setup steps and common questions.