WhatsApp Cloud Integration Coexistence

Coexistence is provided by META, in BETA state!

Important considerations

The Coexistence Mode lets you use WhatsApp Business on your phone at the same time as the Official WhatsApp API (Cloud API), connecting the physical app to the cloud.

Since this is a relatively recent feature from Meta, it’s important to consider the points below before activation.

Common coexistence issues

• Because this is a new feature from META, there will be instabilities.
  The most common problem is the “echo”, when:

  • messages sent from the phone, WhatsApp Web or desktop app don’t show up in the CRM, or

  • messages sent from the CRM don’t show up in the app.

• Messages stop being sent (keep spinning endlessly) or take 4–6 minutes to be sent, either in the CRM or on the phone itself connected to coexistence.

These problems don’t have solutions on our side. They depend exclusively on Meta.

If any of these problems happens with your WhatsApp, you can try disconnecting and reconnecting it.
At no time should you delete the connection inside the CRM or you WILL LOSE ALL CHAT HISTORY.

Benefits

• Allows you to make audio and video calls directly from your mobile, increasing trust and closeness with the customer.

• Keeps your current WhatsApp number, with no need to change or migrate.

1. Set the 2FA PIN (Two-step verification)

1. On your phone, open WhatsApp Business.

2. Go to Settings → Account → Two-step verification.

3. Set a PIN and confirm it.

4. Finish the setup.

Your number will be protected with two-factor authentication (2FA).

2. Connect the number in Datacrazy

1. In Datacrazy, go to Connections → Create.

2. Select Cloud API with login via Facebook.
   

   

3. Fill in the fields:

   • Connection name

   • PIN (2FA configured previously)

   • Business portfolio

   • Address information

4. Move forward in the process and connect your existing WhatsApp Business.

5. Scan the QR Code shown.

6. Click Confirm to finish linking.

3. Tests and final verification

1. Confirm that the correct connection is selected.

2. In Multiatendimento, check if the following are enabled:

   • Show all departments

   • Show all connections

   • Show all agents

3. Make sure there are no active filters, such as:

   • Tags

   • Business stages

4. Run tests for:

   • Sending messages

   • Receiving messages

If the tests work correctly, the setup was completed successfully.

4. Support videos (step by step)

Set up the PIN (2FA) in WhatsApp Business:
https://www.youtube.com/watch?v=PsPx2QDATvY

Connect the Cloud API in Datacrazy (login via Facebook):
https://www.youtube.com/watch?v=TahzH8cnbhM