> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp coexistence — use your number on HoopAI and WhatsApp Business App simultaneously

> Learn how WhatsApp coexistence lets you keep using the WhatsApp Business App while also sending and receiving messages through HoopAI.

## What is WhatsApp coexistence?

WhatsApp coexistence means you can use the **same phone number** on both:

* **HoopAI** (via the WhatsApp Cloud API)
* **WhatsApp Business App** (on your phone or desktop)

Before Meta introduced coexistence in 2024, connecting your number to the Cloud API meant you **lost access** to the WhatsApp Business App entirely. That is no longer the case.

<Note>
  Coexistence is available for numbers connected through the **WhatsApp Cloud API** (which HoopAI uses). Numbers on the older On-Premises API do not support coexistence.
</Note>

## How it works technically

When you enable coexistence, Meta allows the WhatsApp Cloud API and the WhatsApp Business App to share the same number simultaneously:

* **Inbound messages** from customers are delivered to **both** the WhatsApp Business App and the Cloud API (HoopAI)
* **Outbound messages** sent from HoopAI go through the Cloud API
* **Outbound messages** sent from the WhatsApp Business App go through the app
* The customer sees a **single conversation thread** regardless of where the reply came from

```
Customer sends message
        │
        ├──► WhatsApp Business App (your phone)
        │
        └──► WhatsApp Cloud API ──► HoopAI inbox
```

## Will I lose access to my WhatsApp Business App?

**No.** This is the most common concern and the answer is clear:

<Warning>
  With coexistence enabled, your WhatsApp Business App continues to work exactly as before. You will **not** lose your chats, contacts, groups, or broadcast lists in the app.
</Warning>

Your existing WhatsApp Business App experience remains unchanged. HoopAI simply receives a copy of incoming messages and gains the ability to send outbound messages through the API.

## What happens to existing chats when you connect

When you first connect your WhatsApp Business number to HoopAI:

* **Existing chat history** in your WhatsApp Business App is **preserved** — it stays on your phone
* **Existing chat history does not transfer** to HoopAI — HoopAI only sees messages from the moment of connection onward
* **New inbound messages** after connection appear in **both** places
* Your contacts see **no change** — same number, same profile, same conversation thread

## Limitations of coexistence

While coexistence is powerful, there are some constraints:

| Feature                                       | WhatsApp Business App          | HoopAI (Cloud API)       |
| --------------------------------------------- | ------------------------------ | ------------------------ |
| Receive inbound messages                      | Yes                            | Yes                      |
| Send free-form messages (inside 24-hr window) | Yes                            | Yes                      |
| Send template messages                        | No (app uses different system) | Yes                      |
| Group chats                                   | Yes                            | No                       |
| Status/Stories                                | Yes                            | No                       |
| Broadcast lists                               | Yes (limited)                  | Yes (via bulk campaigns) |
| Catalogs & product messages                   | Yes                            | Limited                  |
| Automated workflows                           | No                             | Yes                      |
| AI agent replies                              | No                             | Yes                      |
| Message analytics                             | Basic                          | Full analytics in HoopAI |
| CRM contact linking                           | No                             | Automatic                |

<Tip>
  Think of coexistence as **additive** — you keep everything the WhatsApp Business App already does, and HoopAI adds automation, CRM, AI, templates, and analytics on top.
</Tip>

## Which messages go where (routing rules)

Understanding message routing is essential:

### Inbound messages (customer to you)

All inbound messages are delivered to **both** platforms. You'll see the message in your WhatsApp Business App **and** in HoopAI's Conversations inbox.

### Outbound messages (you to customer)

| Sent from             | Customer sees            | Visible in the other platform?                   |
| --------------------- | ------------------------ | ------------------------------------------------ |
| WhatsApp Business App | Message from your number | **No** — HoopAI does not see app-sent messages   |
| HoopAI                | Message from your number | **No** — the app does not show API-sent messages |

<Warning>
  Messages sent from the WhatsApp Business App are **not visible** in HoopAI, and vice versa. This means if one agent replies from the app and another from HoopAI, each platform only shows its own outbound messages. Coordinate with your team to avoid duplicate replies.
</Warning>

### Best practice for teams

For businesses with multiple team members, it's best to designate a single platform as the **primary reply channel**:

* **HoopAI** — recommended for teams, since conversations are assigned, tracked, and logged in the CRM
* **WhatsApp Business App** — keep for quick personal replies or when you're away from HoopAI

## How to enable coexistence

<Steps>
  <Step title="Connect your number in HoopAI">
    Follow the standard [WhatsApp connection guide](/conversations/whatsapp-messaging). During the Meta setup flow, select the option to **keep your WhatsApp Business App active** when prompted.
  </Step>

  <Step title="Verify your number">
    Complete the SMS or voice verification when prompted. This registers your number with the Cloud API.
  </Step>

  <Step title="Confirm coexistence in Meta Business Suite">
    In your [Meta Business Suite](https://business.facebook.com/) under **WhatsApp accounts**, verify that your number shows as connected to the Cloud API with coexistence enabled.
  </Step>

  <Step title="Test the connection">
    Send a test message to your WhatsApp number from a personal phone. Confirm it appears in **both** the WhatsApp Business App and HoopAI's Conversations inbox.
  </Step>
</Steps>

## How to disable coexistence

If you decide you want HoopAI to be the **only** platform handling your WhatsApp messages:

<Steps>
  <Step title="Go to Meta Business Suite">
    Navigate to **WhatsApp accounts** in your Meta Business Suite.
  </Step>

  <Step title="Disable the Business App">
    Under your phone number settings, disable the WhatsApp Business App connection. Your number will then operate exclusively through the Cloud API (HoopAI).
  </Step>

  <Step title="Confirm">
    Open the WhatsApp Business App — it should show that the number is no longer active on the app.
  </Step>
</Steps>

<Note>
  Disabling coexistence does **not** delete your WhatsApp Business App data. You can re-enable it later if needed.
</Note>

## Migrating from WhatsApp Business App to API-only

Some businesses start with coexistence and eventually want to go fully API-only through HoopAI. Reasons include:

* **Consistency** — all replies logged in one place
* **Automation** — workflows and AI agents handle the full volume
* **Compliance** — centralized audit trail for regulated industries

To migrate, simply disable coexistence as described above. All future messaging happens exclusively through HoopAI.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Will my contacts see a different number?">
    No. Your contacts see the exact same phone number and business profile. Nothing changes on their end.
  </Accordion>

  <Accordion title="Can two agents reply from different platforms?">
    Yes, but it's not ideal. If one agent replies from the WhatsApp Business App and another from HoopAI, neither platform shows the other's outbound messages. The customer sees both replies in their thread, but your team won't have a complete view. We recommend designating HoopAI as the primary reply channel.
  </Accordion>

  <Accordion title="What happens if I disconnect HoopAI?">
    If you disconnect your number from HoopAI (remove the Cloud API connection), your WhatsApp Business App continues working as before. You lose the ability to send API messages, use templates, run automations, and receive messages in HoopAI's inbox.
  </Accordion>

  <Accordion title="Do I need to re-verify my number?">
    When enabling coexistence, you may need to complete a one-time verification (SMS or voice code). After that, no additional verification is needed.
  </Accordion>

  <Accordion title="Can I use coexistence with the regular WhatsApp app (not Business)?">
    No. Coexistence only works with the **WhatsApp Business App**. The regular (personal) WhatsApp app cannot share a number with the Cloud API. If your number is currently on the personal WhatsApp app, you'll need to migrate it to WhatsApp Business App first, or connect it exclusively to the Cloud API.
  </Accordion>

  <Accordion title="Does coexistence cost extra?">
    No. Coexistence itself is free. You only pay the standard WhatsApp Business API conversation fees for messages sent through HoopAI. Messages sent through the WhatsApp Business App follow Meta's free app pricing.
  </Accordion>

  <Accordion title="Will I receive the same message twice as a notification?">
    Potentially, yes — if you have notifications enabled on both the WhatsApp Business App and HoopAI. Consider muting app notifications and using HoopAI as your primary notification source for cleaner workflow.
  </Accordion>
</AccordionGroup>