How to Onboard a WhatsApp Business Phone Number on Coex

Coexistence allows you to use the same phone number simultaneously on the WhatsApp Business App and the WhatsApp Business Platform (Cloud API).

This is useful for businesses that want to continue manual conversations on the app while gradually adopting automation, templates, and integrations via DoubleTick.

This section explains how to onboard a phone number in coexistence mode on DoubleTick using Meta’s Cloud API.

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Before You Begin — Prerequisites for Coexistence

Before starting coexistence onboarding, ensure the following conditions are met:

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1. Verified Business Portfolio (Meta Business Suite)

Just like standard Cloud API onboarding, business verification is mandatory.

• Your Meta Business Portfolio must be verified

• Legal business documents must be approved by Meta

If not verified, complete verification first: https://learn.doubletick.io/get-started-with-doubletick/how-to-do-meta-facebook-business-verification

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2. Phone Number Must Be Active on WhatsApp Business App

For coexistence onboarding:

• The number must already be active on the WhatsApp Business App

• Do not delete or deregister the number from the WhatsApp Business App before onboarding

Coexistence works only when the app remains active.

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Step-by-Step Onboarding Process

These steps describe how to onboard a number onto DoubleTick via coexistence from start to finish.

Step 1 — Access the DoubleTick Web Platform

Open Google Chrome (recommended for best compatibility) and visit:

https://web.doubletick.io/

A login screen will appear requesting your login number. If you don’t know your login number, your Account Manager can provide it.

After entering the login number, click the Login button (green).

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Step 2 — OTP Validation

DoubleTick sends an OTP to your login number via SMS.

Enter the OTP and click Login again to authenticate.

Important: Enable pop-ups in your browser before initiating the onboarding process, as Meta’s integration flows open in pop-up windows. Blocking pop-ups can interrupt the onboarding midway.

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Step 3 — Initiate Onboarding

Scroll down and click the green Get Started button.

This button triggers the onboarding initiation

Step 4 - Select your Facebook Business Manager Portfolio

• Choose your verified Business Portfolio from the list.

• Click Continue.

Ensure you select the correct verified business.

Step 5 - Select “Connect your existing WhatsApp Business App”

You will see onboarding options.

Select:

Connect your existing WhatsApp Business App

Do not select other onboarding options if you are setting up coexistence.

Step 6 - Enter the phone number used on WhatsApp Business App.

• Enter the phone number that is currently active on WhatsApp Business App.

• Click Next.

Step 7 - A 5-digit OTP will be sent on your WhatsApp Business App.

A 5-digit verification code will be sent to your WhatsApp Business App.

Step 8 - Enter OTP for verification.

• Enter the OTP on the screen.

• Proceed to the next step.

Step 9 - Choose your Time Zone.

• Choose your correct time zone.

• Click Next.

Selecting the correct time zone ensures accurate reporting and template scheduling.

Step 10 - Review and approve DoubleTick's Access Request.

• Review the access permissions requested by DoubleTick.

• Click Approve or Continue.

This grants DoubleTick access to manage messaging via Cloud API.

Step 11 - Scan the QR Code from your WhatsApp Business App

• A QR code will appear on your screen.

• Open your WhatsApp Business App.

• You will receive a message related to onboarding.

• Tap Scan QR Code.

• Scan the QR displayed on your desktop screen.

Once scanned successfully, the system will complete the connection.

Step 12 - Setup complete — you can now use the number on both App and API. You're now live on Co-Existence with DoubleTick!

Your number is now successfully onboarded in Coexistence mode.

You can now:

• Continue manual chats on WhatsApp Business App.

• Send broadcasts, templates, and automation flows via DoubleTick.

• Use integrations and API-based workflows.

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Special Scenarios

A. For Brand-New Numbers

If you are planning to use a new number for coexistence:

1. Install WhatsApp Business App.

2. Register the number.

3. Use it actively for at least 7 days with real conversations.

4. After that, follow the onboarding steps mentioned above.

This helps establish initial number quality before API activation.

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B. If the Number Is Currently on WhatsApp Business API

If your number is already active on another WhatsApp Business API (not App), you must first downgrade it before enabling coexistence.

Follow these steps carefully.

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Step 1 – Delete the Number from Facebook Business Manager

• Log in to Meta Business Manager.

• Go to Business Settings → WhatsApp Accounts.

• Select the relevant WhatsApp Account.

• Go to Settings.

• Click the Delete (Trash) icon to remove the API number.

This disconnects the number from the previous API.

Step 2 — Back Up Chats Before Downgrading

Before downgrading the number, it’s important to back up your chats to avoid losing messages.

• Open WhatsApp Business App

• Go to Settings → Chats → Chat Backup

• Connect your Google Account (if not already connected)

• Set back up frequency to Daily

• Tap Back Up Now and wait until the upload is confirmed

Once the backup is complete, you can safely proceed.

Step 3 — Install WhatsApp Business App and Log In

• Install the WhatsApp Business App on your phone

• Log in using the downgraded number (the one you deleted from the API)

• Restore your chat backup when prompted

Step 4 — Reconnect the Number to DoubleTick

Now follow the onboarding process:

• Log in to DoubleTick.

• Go to Settings → Manage WABAs → Add Number.

• Click Add Number using Embedded Signup.

• Select your Facebook Business Portfolio.

• Select Connect your existing WhatsApp Business App.

• Enter your number.

• Verify OTP.

• Select Time Zone.

• Approve access.

• Scan the QR code using WhatsApp Business App.

Once QR scanning is completed successfully, the number will go live in coexistence mode.

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Final Checklist

After successful setup:

• The number remains active on WhatsApp Business App.

• The same number is connected to DoubleTick via Cloud API.

• You can use both App and API simultaneously.

• Automation, templates, and integrations are enabled.

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Important Notes

• Do not delete your WhatsApp Business App for coexistence onboarding.

• Always enable pop-ups before starting Embedded Signup.

• Always select “Connect your existing WhatsApp Business App.”

• Complete Meta Business Verification before onboarding.

• Back up chats before deleting any API-connected number.

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By following this structured process carefully, you can successfully activate Coexistence mode on DoubleTick without disrupting your existing WhatsApp Business operations.