What's the difference?
A standard WABA is a full-fledged connection of a business account to the WhatsApp Business API. Once set up, the number is linked exclusively to the API: messaging takes place only through the connected system (CRM, chat platform, etc.), and the WhatsApp app on the phone for that number becomes unavailable.
Coexistence (shared-use mode) is a solution that allows you to use the same number simultaneously in the standard WhatsApp Business app on your phone and in the API. Employees can continue to view and manage conversations from their usual smartphone, and the entire chat history is synchronized with our system.
Benefits of Coexistence
- Maintaining the familiar workflow. Employees can continue using the WhatsApp Business app on their phones just as they did before—replying to messages, making calls, sending files—without having to relearn how to work exclusively through the CRM.
- Unified conversation history. Messages sent both from a phone and via the API are synchronized and displayed in both places. This prevents situations where part of a conversation with a customer is “lost” because a reply was sent from a different device.
- Gradual transition to automation. Coexistence is convenient during the transition phase: you can connect some processes to the CRM (for example, automated notifications, chatbots, and analytics), while still allowing for manual communication via phone in scenarios where that’s more convenient.
- Fewer operational risks. There’s no need to completely abandon your usual communication channel or train all employees on a new interface at once—this reduces the risk of missed messages and disruptions in customer service when you first start using the API.
- Flexible load balancing. Some conversations can be handled through automated workflows within the system, while others can be handled personally over the phone, depending on the complexity of the inquiry and the need for human intervention.