# FAQs – WhatsApp Coexistence with DoubleTick

#### <mark style="color:$primary;">**Eligibility & Setup**</mark>

1. **Can I use a regular WhatsApp account (non-business)?**\
   No. Coexistence works only with the **WhatsApp Business App**. Personal WhatsApp accounts are not supported.<br>
2. **How do I know if my number is eligible for Coexistence?**\
   Your number must meet these conditions:

* It must be active on the **WhatsApp Business App**
* It must not be flagged, restricted, or banned
* If previously connected to the API, it must first be **successfully downgraded from the API**<br>

3. **What if my number is brand new?**\
   A newly registered number must remain active on the WhatsApp Business App for **at least 7 days** and should have **real conversations** before onboarding it to DoubleTick.<br>
4. **What is the process to migrate from API to Coexistence?**

Step 1: Downgrade the number from the WhatsApp API in **Meta Business Manager**.\
Step 2: Log into the **WhatsApp Business App** using the same number.\
Step 3: Complete onboarding through **DoubleTick’s Embedded Signup process**.<br>

5. **Is there downtime while switching to Coexistence?**\
   A short downtime may occur only during the **API downgrade step**. Once you start onboarding through DoubleTick, the setup typically completes within **a few minutes**.<br>
6. **Will I lose my chats if I downgrade and reconnect my number?**\
   No. Your **existing chats remain intact**. However, **templates and automation settings will need to be recreated** after reconnecting the number.

***

#### <mark style="color:$primary;">**Functionality & Usage**</mark>

1. **Can I run Click-to-WhatsApp (CTWA) ads while using Coexistence?**\
   Yes. You can continue running **Click-to-WhatsApp campaigns** on the same number.<br>
2. **Can multiple agents respond to customers simultaneously?**\
   Yes. DoubleTick allows **multiple agents to handle conversations concurrently** through the shared team inbox.<br>
3. **Can automation run on incoming messages?**\
   Yes. **Workflows, chatbots, and automation rules** configured in DoubleTick will continue to run normally.<br>
4. **Will chatbot flows still work?**\
   Yes. All **automation, routing, and response flows** continue to operate through the API.<br>
5. **Can chats be assigned automatically to agents?**\
   Yes. DoubleTick’s **Smart Routing** can automatically assign chats based on team, department, or agent availability.<br>
6. **Can I assign different numbers to different teams?**\
   Yes. With **Multi-WABA deployment**, businesses can allocate separate numbers for sales, support, or service teams.<br>
7. **Can I integrate my CRM with Coexistence?**\
   Yes. API integrations with CRMs like **HubSpot, Zoho, or LeadSquared** will continue to function normally.<br>
8. **Will message delivery be affected?**\
   No. Messages are delivered normally across both the **WhatsApp Business App and the DoubleTick platform**.

***

#### <mark style="color:$primary;">**Features & Platform Support**</mark>

1. **Can I make voice or video calls?**\
   Yes, but only through the **WhatsApp Business App**. Calls are not supported inside DoubleTick.<br>
2. **Can I use WhatsApp Web or Desktop?**\
   Only **WhatsApp Web for the Business App** is supported. The **Windows desktop app is not compatible** in coexistence mode.<br>
3. **Are group chats and communities supported?**\
   Yes. These features remain accessible through the **WhatsApp Business App**.<br>
4. **Is chat history preserved?**\
   Yes. Chat history remains visible across both the **App and DoubleTick dashboard**.<br>
5. **Are disappearing messages supported?**\
   No. Disappearing messages are **disabled for one-to-one chats** when coexistence is active.<br>
6. **Can I view “view-once” media?**\
   No. View-once media messages are **not supported** in coexistence mode.<br>
7. **Can I delete or revoke messages?**\
   No. Message revoke or delete is **not supported** when using coexistence.<br>
8. **Can I schedule messages?**\
   Yes. Message scheduling is available through **DoubleTick’s campaign and automation tools**.<br>
9. **Can I start chats using QR codes?**\
   Yes. You can generate **QR codes to initiate WhatsApp chats**.<br>
10. **Are analytics and reports available?**\
    Yes. DoubleTick provides **full campaign analytics and conversation reports**.<br>
11. **Can I set access levels for my team?**\
    Yes. You can configure **User Roles and Permissions** to control access within the team.<br>
12. **Can I view all conversations in one place?**\
    Yes. All chats appear in DoubleTick’s **Unified Inbox**.<br>
13. **Can agents reply from their phones?**\
    Yes. Agents can respond through both:

* the **WhatsApp Business App**
* the **DoubleTick platform**

***

#### <mark style="color:$primary;">**Broadcasts**</mark>

1. **What happens to broadcasts after enabling Coexistence?**

Once coexistence is enabled, the **native Broadcast feature inside the WhatsApp Business App is disabled**.

To send broadcasts, you must use **DoubleTick’s Broadcast feature**, which sends **WhatsApp templates to broadcast lists**.

After sending a broadcast through DoubleTick:

* You receive **broadcast analytics**
* All replies can be managed from **DoubleTick chats**

On the **WhatsApp Business App (mobile only)**, Meta will show **only those chats where customers replied to the broadcast** to avoid clutter.

Note: These replies will **not appear on WhatsApp Web or Desktop** when coexistence is active.

***

#### <mark style="color:$primary;">**Business Tools & Catalogues**</mark>

1. **Can I create new broadcast lists inside WhatsApp Business?**\
   No. Once your number is connected to DoubleTick via Cloud API:

* You **cannot create new broadcast lists**
* Existing broadcast lists remain **visible but read-only**<br>

2. **Can I upload WhatsApp Status updates?**\
   Yes. Status updates can still be posted through the **WhatsApp Business App**.\
   This feature is **not available inside DoubleTick**.<br>
3. **Can I still use labels and catalogues?**\
   Yes. **Labels and WhatsApp catalogues** can still be managed from the **WhatsApp Business App**.<br>
4. **Can I share Meta catalogues with customers?**\
   Yes. You can:

* Share **WhatsApp-native Meta catalogues from the Business App**
* Share **Quicksell catalogues from DoubleTick** for campaigns and marketing.<br>

5. **Can I tag or categorize leads?**\
   Yes. DoubleTick provides **Custom Fields and Tags**, which act as an advanced alternative to WhatsApp labels.<br>
6. **Are WhatsApp message templates supported?**\
   Yes. Templates can be **created, managed, and sent from DoubleTick**.\
   These are required when starting conversations **after the 24-hour customer service window closes**.<br>
7. **Can I upload contact lists from Excel?**\
   Yes. DoubleTick allows **bulk contact uploads via Excel or CSV**, making it easy to run campaigns and manage audiences.<br>
8. **Can multiple agents manage chats together?**\
   Yes. DoubleTick provides a **shared Team Inbox**, allowing teams to collaborate and respond to customers efficiently.


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