Coexistence to coexistence migration guide
Learn how to migrate a WhatsApp number that's in Co-existence mode with another provider to Co-existence mode on DoubleTick, including chat history transfer.
This guide is for you if your WhatsApp Business phone number is already connected to another BSP (Business Solution Provider) or API provider, is currently working in Co-existence mode (both the WhatsApp Business App and the API are active together), and you want to migrate the same number to DoubleTick, again in Co-existence mode.
What's covered
Overview of the complete process
The migration is divided into four parts, each of which is mandatory:
Releasing the number from the existing BSP using the Change Phone Number feature in the WhatsApp Business App.
Starting Embedded Signup inside DoubleTick.
Completing Facebook login and business verification.
Transferring chat history and finalizing the connection.
Step 1: Release the number from the existing BSP (mandatory step)
Since your number is already connected to another BSP, WhatsApp must first "release" it using the Change Phone Number feature inside the WhatsApp Business App.
Open the WhatsApp Business App and go to Settings → Account → Change Phone Number. Enter your existing WhatsApp Business number as the old number and a fresh number that isn't active on WhatsApp as the new number.
Verify the fresh number using the OTP and complete the process, then repeat the same steps to change the number back to your original WhatsApp Business number. Once completed, your original number will be released and ready to onboard on DoubleTick.
Step 2: Start Embedded Signup on DoubleTick
Log in to DoubleTick using your phone number and OTP — if this is your first time onboarding, click Get Started afterwards; if you're adding an additional number, you'll land directly on the Dashboard.
Then go to Settings → Manage Channels → Add Number, select Add Number using Embedded Signup, choose Connect your existing WhatsApp Business number, and click Confirm and Proceed.
Step 3: Facebook login and Business Portfolio selection
Log in with Facebook — if you're already logged in, your account is auto-detected; otherwise, log in, click Continue, then click Get Started. Choose your verified Business Portfolio (business name, website, and country details auto-fill) and click Next.
You'll again see two options, Cloud API or Connect existing WhatsApp Business App — select Connect existing WhatsApp Business App and click Next. Enter your WhatsApp Business phone number and verify it using the 5-digit code sent to you, select your correct time zone, and click Next. Finally, review the permissions requested by DoubleTick and click Continue.
Step 4: Chat backup and final connection
This is the final and most important part of the process. A QR code will appear on your screen — click Scan QR Code, then select Share chats from the pop-up options (not Don't share chats or Cancel); this allows the last 6 months of chat history to transfer to DoubleTick.
You'll receive a message in your WhatsApp Business App from Facebook Business — open it, click Scan QR Code, and scan the code on your screen. Chat backup begins automatically, and once it finishes you'll see a confirmation that the number is connected with DoubleTick — click OK to complete the migration.
Your Co-existence to Coexistence migration is now complete. Your phone number stays the same, your WhatsApp Business App remains active, up to 6 months of chat history transfers, and the number continues working in Coexistence mode.
Key takeaways
You must release the number from its existing BSP using Change Phone Number in the WhatsApp Business App before DoubleTick can connect it — this step cannot be skipped.
Always select Connect existing WhatsApp Business App during Embedded Signup, not Cloud API onboarding.
Selecting Share chats during the QR scan step transfers up to 6 months of chat history to DoubleTick.
After migration, your phone number, WhatsApp Business App, and Co-existence mode all continue working as before — only the API side is now connected to DoubleTick.
Frequently asked questions
Why do I need to release my number from the existing BSP first? WhatsApp requires the number to be released using the Change Phone Number feature before it can connect to a new BSP like DoubleTick. Skipping this step means the number cannot be onboarded.
Which onboarding option should I choose during Embedded Signup? Select Connect existing WhatsApp Business App, not Cloud API onboarding — this guide is specifically for Coexistence to Coexistence migration.
Will my chat history transfer to DoubleTick? Yes, if you select Share chats during the QR code scan step. This transfers up to 6 months of chat history.
Does my WhatsApp Business App still work after migrating? Yes. Your number continues working in Co-existence mode — the WhatsApp Business App remains active alongside the API connection through DoubleTick.
What if the fresh number used in Part 1 is already registered on WhatsApp? Make sure the fresh number you use to temporarily replace your original number isn't already registered on WhatsApp or the WhatsApp Business App, or the release step will fail.
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