WhatsApp Coexistence Setup - Connect an Existing Number

Overview

WhatsApp Coexistence lets you connect a number that is already live on the WhatsApp Business App to ChatMaxima, without migrating away from the phone. You and your team keep replying from the app on your phone, while ChatMaxima adds a shared inbox, automation, routing, and team collaboration on the same number.

If you want a brand new Cloud API number with full template and commerce support, use WhatsApp Cloud API instead.

Prerequisites

Before you begin, ensure you have:

• A number already active on the WhatsApp Business App (not the personal WhatsApp app)
• A recent version of the WhatsApp Business App that supports linked devices and coexistence
• A Meta Business Account to authorize the connection
• Your phone nearby to scan a QR code

Note: Commerce and catalog features are not available on Coexistence numbers. Connect a number directly through the Cloud API if you need WhatsApp commerce.

Step 1: Open the WhatsApp Channel

1. Go to Settings > Channels in the dashboard
2. Select WhatsApp
3. You will see the connect screen titled "Connect WhatsApp to ChatMaxima"

Step 2: Launch Embedded Signup

1. Click the Add WhatsApp Accounts button
2. A Meta popup window opens. Click Continue as to sign in with your Facebook account
3. Grant the permissions Meta requests to continue

Note: If you see a message that the Facebook SDK failed to load, disable your ad blocker, check your network, and refresh the page before trying again.

Step 3: Select Your Business and Existing Number

1. Select or create your Meta Business portfolio, then continue
2. When Meta asks for the WhatsApp number, choose the number you already use on the WhatsApp Business App. This is the Coexistence path.
3. Continue through the prompts until Meta displays a QR code in the signup window

Step 4: Link from the WhatsApp Business App

1. On your phone, open the WhatsApp Business App
2. Go to Settings > Account > Business Platform
3. When prompted, scan the QR code or enter the code shown in the Meta signup window

Step 5: Approve Data Sharing on Your Phone

1. The app shows the chats and contacts that will be shared with ChatMaxima
2. Tap to agree and confirm the link request
3. The signup window finishes and returns to ChatMaxima

Step 6: Wait for the Sync

After the number is linked, ChatMaxima syncs in the background:

Synced item	Description
Contacts	Your existing WhatsApp Business contacts are imported
Chat history	Recent conversation history is brought into the inbox

When the sync completes, the number appears in your accounts list with a Coexistence badge.

Step 7: Reply from Either Place

With Coexistence active you can:

• Keep replying from the WhatsApp Business App on your phone
• Reply from the ChatMaxima Inbox on the web
• Add a chatbot, routing rules, and team members to the live number

Disconnecting a Coexistence Number

A Coexistence number cannot be fully removed from inside ChatMaxima alone. To disconnect:

1. Open the WhatsApp Business App on your phone
2. Go to Settings > Account > Business Platform
3. Tap Disconnect

Note: Until you disconnect from the phone app, the number stays in Coexistence mode.

Troubleshooting

Contacts or history did not sync

1. Confirm the link completed and the number shows as connected under Settings > Account > Business Platform
2. Wait a few minutes, as history sync runs in the background
3. Re-open the channel to check the sync status

Number shows an error after linking

1. Make sure the WhatsApp Business App is updated to a recent version
2. Re-scan the QR code from a fresh signup attempt
3. Confirm the number is on the Business App, not the personal WhatsApp app

Cannot enable commerce features

Coexistence numbers do not support commerce. Onboard the number through the Cloud API for catalog and product flows.

Next Steps

• WhatsApp Cloud API setup →
• Build a WhatsApp chatbot in Studio →
• Back to all channels →