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

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

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

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

Step 8 - Enter OTP for verification.

Step 9 - Choose your Time Zone.

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

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

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

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For New Numbers

1. Install WhatsApp Business App

2. Use the number for at least 7 days with real conversations

3. Then follow the onboarding steps above

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For Numbers Currently on WhatsApp Business API

If your number is currently active on WhatsApp Business API, follow these steps before enabling coexistence.

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Step 1 — Delete the Number from Facebook Business Manager

• Log in to your Facebook Business Manager account

• Go to Business Settings → WhatsApp Accounts

• Select the relevant WhatsApp Account

• Click on Settings

• Click the Trash icon to delete the API number

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

• Log in to DoubleTick

• Go to Settings → Manage WABAs → Add Number (green button)

• Select “Add number using Embedded Sign Up”

• Choose your Facebook Portfolio

• Select “Connect your existing WhatsApp Business App”

• Enter your number → Verify OTP → Select Timezone → Approve Access

• A QR code will appear

• Scan the QR using your WhatsApp Business App

Once your WhatsApp Business App setup is complete and active:

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