FAQs – WhatsApp Coexistence with DoubleTick
Eligibility & Setup
Can I use a regular WhatsApp account (non-business)? No. Coexistence works only with the WhatsApp Business App. Personal WhatsApp accounts are not supported.
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
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.
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.
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.
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.
Functionality & Usage
Can I run Click-to-WhatsApp (CTWA) ads while using Coexistence? Yes. You can continue running Click-to-WhatsApp campaigns on the same number.
Can multiple agents respond to customers simultaneously? Yes. DoubleTick allows multiple agents to handle conversations concurrently through the shared team inbox.
Can automation run on incoming messages? Yes. Workflows, chatbots, and automation rules configured in DoubleTick will continue to run normally.
Will chatbot flows still work? Yes. All automation, routing, and response flows continue to operate through the API.
Can chats be assigned automatically to agents? Yes. DoubleTick’s Smart Routing can automatically assign chats based on team, department, or agent availability.
Can I assign different numbers to different teams? Yes. With Multi-WABA deployment, businesses can allocate separate numbers for sales, support, or service teams.
Can I integrate my CRM with Coexistence? Yes. API integrations with CRMs like HubSpot, Zoho, or LeadSquared will continue to function normally.
Will message delivery be affected? No. Messages are delivered normally across both the WhatsApp Business App and the DoubleTick platform.
Features & Platform Support
Can I make voice or video calls? Yes, but only through the WhatsApp Business App. Calls are not supported inside DoubleTick.
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.
Are group chats and communities supported? Yes. These features remain accessible through the WhatsApp Business App.
Is chat history preserved? Yes. Chat history remains visible across both the App and DoubleTick dashboard.
Are disappearing messages supported? No. Disappearing messages are disabled for one-to-one chats when coexistence is active.
Can I view “view-once” media? No. View-once media messages are not supported in coexistence mode.
Can I delete or revoke messages? No. Message revoke or delete is not supported when using coexistence.
Can I schedule messages? Yes. Message scheduling is available through DoubleTick’s campaign and automation tools.
Can I start chats using QR codes? Yes. You can generate QR codes to initiate WhatsApp chats.
Are analytics and reports available? Yes. DoubleTick provides full campaign analytics and conversation reports.
Can I set access levels for my team? Yes. You can configure User Roles and Permissions to control access within the team.
Can I view all conversations in one place? Yes. All chats appear in DoubleTick’s Unified Inbox.
Can agents reply from their phones? Yes. Agents can respond through both:
the WhatsApp Business App
the DoubleTick platform
Broadcasts
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.
Business Tools & Catalogues
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
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.
Can I still use labels and catalogues? Yes. Labels and WhatsApp catalogues can still be managed from the WhatsApp Business App.
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.
Can I tag or categorize leads? Yes. DoubleTick provides Custom Fields and Tags, which act as an advanced alternative to WhatsApp labels.
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.
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.
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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