FAQs – WhatsApp Coexistence with DoubleTick

Eligibility & Setup

  1. Can I use a regular WhatsApp account (non-business)? No. Only the WhatsApp Business App is eligible for Co-Existence.

  2. How do I know if my number is eligible for Co-Existence? Your number must be active on WhatsApp Business App, not flagged or banned, and successfully downgraded from the API before onboarding.

  3. What if my number is brand new? It must be active on WhatsApp Business for at least 7 days with real conversations before onboarding.

  4. What’s the process for migrating from API to Co-Existence?

    • Downgrade your number from API in Facebook Business Manager.

    • Log into the WhatsApp Business App using the same number.

    • Complete onboarding via DoubleTick’s Embedded Signup.

  5. Is there downtime while switching to Co-Existence? Only during the downgrade step. The onboarding via DoubleTick completes in just a few minutes.

  6. Will I lose my chats from DoubleTick if I downgrade and upgrade my API Number? No, your chats remain intact. However, templates and automation settings will need to be recreated.

Functionality & Usage

  1. Can I run Click-to-WhatsApp (CTWA) campaigns while using Co-Existence? Yes, you can run CTWA campaigns on the same number used for Co-Existence.

  2. Can multiple agents chat with customers at the same time? Yes. Using DoubleTick’s API tools, multiple agents can handle chats concurrently.

  3. Can automation run based on incoming messages? Yes. DoubleTick’s workflow automation works seamlessly even in Co-Existence mode.

  4. Will chatbot and automation flows work? Yes, all automation, routing, and campaign responses continue via the API.

  5. Can I assign different teams with different numbers? Yes, with Multi-WABA deployment, you can assign dedicated numbers for sales, support, or service teams.

  6. Can I integrate CRMs with Coexistence? Yes. All API-based integrations (like HubSpot, Zoho, or LeadSquared) continue to function normally.

  7. Is message delivery impacted? No. Message delivery remains smooth across both the App and API.

  8. Can I assign agents automatically? Yes. DoubleTick’s Smart Routing can automatically assign chats based on team, department, or load.

  9. Will welcome messages work? Yes, automated Welcome Messages can be configured on the API side.

Features & Platform Support

  1. Can I make voice or video calls? Yes, via the WhatsApp Business App only.

  2. Does Coexistence support WhatsApp Web/Desktop? Only WhatsApp Web for Business App is supported. The Windows Desktop App is not compatible.

  3. Are group chats and communities accessible? Yes, available via the WhatsApp Business App.

  4. Is chat history preserved? Yes, chat history remains intact across both App and API.

  5. Are disappearing messages supported? No. Disappearing messages are disabled for one-on-one chats.

  6. Can I view “view-once” messages? No, these are disabled in Coexistence mode.

  7. Can I delete messages? No. Message revoke or delete is not supported in Coexistence.

  8. Can I schedule messages? Yes, you can schedule messages via DoubleTick’s API interface.

  9. Can I use QR code-based chat triggers? Yes. You can generate QR codes to initiate chats directly.

  10. Are analytics and reports still available? Yes. DoubleTick provides full analytics and reporting visibility.

  11. Can I set different access levels for team members? Yes, using User Roles and Permissions within DoubleTick.

  12. Can I see all chats in one dashboard? Yes, all customer chats appear in DoubleTick’s Unified Inbox.

  13. Can agents reply from their phones? Yes, via the WhatsApp Business App and the DoubleTick platform.

Business Tools & Catalogues

  1. Can I create new broadcast lists in WhatsApp Business? No. Only existing lists are retained in read-only mode.

  2. Can I upload WhatsApp statuses? Yes, via the WhatsApp Business App.

  3. Can I still use labels and catalogues? Yes, both can be managed through the WhatsApp Business App.

  4. Is Meta Catalogue sharing still available? Yes. You can share Meta catalogues from the Business App, and Quicksell catalogues from within DoubleTick.

  5. Can I tag or categorize leads? Yes, using Custom Fields and Tags in DoubleTick.

  6. Are chat templates supported? Yes, templates can be created, managed, and used within DoubleTick.

  7. Can I upload contact lists from Excel? Yes. DoubleTick supports bulk contact upload using Excel or CSV files.

  8. Can I use shared inboxes? Yes, through DoubleTick’s Team Inbox feature.

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