# 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.

***

#### <mark style="color:$primary;">**Before You Begin — Prerequisites for Coexistence**</mark>

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

***

#### <mark style="color:$primary;">**1. Verified Business Portfolio (Meta Business Suite)**</mark>

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/meta-business-manager/how-to-do-meta-business-verification>

***

#### <mark style="color:$primary;">**2. Phone Number Must Be Active on WhatsApp Business App**</mark>

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.

***

#### <mark style="color:$primary;">**Step-by-Step Onboarding Process**</mark>

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

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FLkJ1mH3HHXOZ7jQe76xj%2FUntitled%20design%20(26).gif?alt=media&#x26;token=9210a06d-1c63-4b05-8d3a-2d4befbf46b6" alt=""><figcaption></figcaption></figure>

#### <mark style="color:$primary;">**Step 1 — Access the DoubleTick Web Platform**</mark>

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).

***

#### <mark style="color:$primary;">**Step 2 — OTP Validation**</mark>

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.

***

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FDPWUEcP7IsyJrsdmICqO%2FUntitled%20design%20(27).gif?alt=media&#x26;token=739bffad-2d85-404b-a378-980534328400" alt=""><figcaption></figcaption></figure>

#### <mark style="color:$primary;">**Step 3 — Initiate Onboarding**</mark>

Scroll down and click the green **Get Started** button.

This button triggers the onboarding initiation&#x20;

#### <mark style="color:$primary;">**Step 4 - Select your Facebook Business Manager Portfolio**</mark>

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FfbwOq0pOi4vRNi9R7r4B%2F1.png?alt=media" alt="" width="375"><figcaption></figcaption></figure>

* Choose your verified Business Portfolio from the list.
* Click **Continue**.

Ensure you select the correct verified business.

#### <mark style="color:$primary;">**Step 5 - Select “Connect your existing WhatsApp Business App”**</mark>

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F3Vjg6VycYpMFLu1Mp34h%2F2.png?alt=media" alt="" width="375"><figcaption></figcaption></figure>

You will see onboarding options.

Select:

**Connect your existing WhatsApp Business App**

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

#### <mark style="color:$primary;">**Step 6 - Enter the phone number used on WhatsApp Business App.**</mark>

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FdVKAkAyuBn8qzE0xegA0%2F3.png?alt=media)

* Enter the phone number that is currently active on WhatsApp Business App.
* Click **Next**.

#### <mark style="color:$primary;">**Step 7 - A 5-digit OTP will be sent on your WhatsApp Business App.**</mark>

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FsxRK4jG0muT1ZIsLjOCz%2F4.jpeg?alt=media" alt="" width="288"><figcaption></figcaption></figure>

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

#### <mark style="color:$primary;">**Step 8 - Enter OTP for verification.**</mark>

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F3YgM1Fn3pmlKqg2iTvn5%2F5.png?alt=media)

* Enter the OTP on the screen.
* Proceed to the next step.

#### <mark style="color:$primary;">**Step 9 - Choose your Time Zone.**</mark>

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FkNooLwuSwswglMiWMJRR%2F6.png?alt=media" alt="" width="375"><figcaption></figcaption></figure>

* Choose your correct time zone.
* Click **Next**.

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

#### <mark style="color:$primary;">**Step 10 - Review and approve DoubleTick's Access Request.**</mark>

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FEsZQvQObhcekCPsm1tWH%2F7.png?alt=media" alt="" width="375"><figcaption></figcaption></figure>

* Review the access permissions requested by DoubleTick.
* Click **Approve** or **Continue**.

This grants DoubleTick access to manage messaging via Cloud API.

#### <mark style="color:$primary;">**Step 11 - Scan the QR Code from your WhatsApp Business App**</mark>

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FSG5we8Gp6afDdTi5JQND%2F8.jpeg?alt=media) ![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FbfvxllgQA1dycWzqp5qJ%2F9.jpeg?alt=media) ![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FEBCfeImCwhflY6pqC3yR%2F10.jpeg?alt=media) ![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FL93MeWvd2LX2mgFhlPON%2F11.jpeg?alt=media)

* 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.

#### <mark style="color:$primary;">**Step 12 - Setup complete — you can now use the number on both App and API. You're now live on Co-Existence with DoubleTick!**</mark>

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FTcpQ4Rd2DcFdyzi8fhnW%2F12.jpeg?alt=media)

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.

***

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

#### <mark style="color:$primary;">**A. For Brand-New Numbers**</mark>

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.

***

#### <mark style="color:$primary;">**B. If the Number Is Currently on WhatsApp Business API**</mark>

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.

***

#### <mark style="color:$primary;">**Step 1 – Delete the Number from Facebook Business Manager**</mark>

* 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.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FL9skwqtn7QIAWbqWyW3F%2F13.png?alt=media" alt=""><figcaption></figcaption></figure>

#### <mark style="color:$primary;">**Step 2 — Back Up Chats Before Downgrading**</mark>

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.

#### <mark style="color:$primary;">**Step 3 — Install WhatsApp Business App and Log In**</mark>

* 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

![](https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FOY7udZsImB9ReBOZnDEk%2F14.png?alt=media)

#### <mark style="color:$primary;">**Step 4 — Reconnect the Number to DoubleTick**</mark>

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.

***

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

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.

***

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

* 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.

***

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