How to Migrate a WhatsApp Number from Cloud API to Coexistence on DoubleTick
If your WhatsApp phone number is currently connected to DoubleTick through Cloud API and you want to switch to the Coexistence method, this guide walks you through the full migration process from start to finish.
In Cloud API, your number is connected exclusively to the WhatsApp API. In Coexistence, the same number can be used simultaneously on both the WhatsApp Business App and WhatsApp API through DoubleTick. This gives you the flexibility to manage conversations from both the app and the platform at the same time.
What Happens During This Migration
Migrating from Cloud API to Coexistence is a multi-step process. You will need to delete the number from Facebook Business Manager, re-register it on the WhatsApp Business App, use it actively for seven days, link it to the correct Meta Business Portfolio, and then complete the Coexistence onboarding inside DoubleTick.
Before You Begin
Make sure you have the following ready before starting:
Admin access to the correct Meta Business Portfolio
Access to business.facebook.com
Access to your DoubleTick account
Access to the phone number you want to migrate
The ability to receive an OTP via SMS or phone call
A mobile device where you can install or access the WhatsApp Business App
Important: Assets You May Lose After Deleting the Number
Before you proceed, please read this section carefully. When you delete a phone number from Facebook Business Manager, you may permanently lose the following assets linked to that number:
Approved message templates
Your current messaging limit
Official Business Account (OBA) status
Any webhook or integration setup associated with the number
This action cannot always be reversed. Make sure you understand the impact before deleting the number from Facebook Business Manager.
Step 1: Delete the Phone Number from Facebook Business Manager
The first step is to remove the phone number from the Meta Business Portfolio where it is currently onboarded on Cloud API.
Open your browser and go to business.facebook.com.
Log in using the Facebook account that has admin access to the correct business.
Open the Business Portfolio where your number is currently onboarded.
Go to Business Settings.
In the left-hand menu, click on WhatsApp Accounts under the Accounts section.
Select the WhatsApp Business Account that contains the phone number you want to migrate.
Find the phone number and click on it.
On the right-hand side, click the Delete icon.
Confirm the deletion.
After deleting the number, wait a few minutes before moving to the next step.
Step 2: Register the Number on the WhatsApp Business App
Now that the number is removed from Cloud API, you need to register it on the WhatsApp Business App.
Take a mobile device.
Download and open the WhatsApp Business App.
Enter the same phone number that you just deleted from Facebook Business Manager.
Verify the number using the OTP sent to you.
Complete the WhatsApp Business App setup.
Once the account is created, you must use the WhatsApp Business App actively for 7 days before you can onboard the number on Coexistence. This waiting period is a requirement from Meta and cannot be skipped.
Step 3: Link the Number to Your Meta Business Portfolio
After the 7-day waiting period, the next step is to link the WhatsApp Business App number to your Meta Business Portfolio on business.facebook.com. This is required before you can complete the Coexistence onboarding inside DoubleTick.
Open your browser and go to business.facebook.com.
Log in and open the correct Business Portfolio where you want to onboard the number.
In the left-hand menu, go to Accounts and click on WhatsApp Accounts.
Click the Add button in the top right corner.
You will see two options: Create a new WhatsApp Business Account and Link a WhatsApp Business Account. Select Link a WhatsApp Business Account.
A pop-up will appear asking you to enter the phone number. Select the correct country code, enter the phone number, and click Continue.
Meta will send a verification code to your WhatsApp Business App. Open the app, copy the code, enter it in the pop-up, and click Continue.
The number is now linked to your Meta Business Portfolio.
Step 4: Complete Coexistence Onboarding on DoubleTick
Now you are ready to complete the final onboarding step inside DoubleTick.
Open your browser and log in to your DoubleTick account using your registered mobile number and OTP.
Hover over the left-hand navigation panel to expand it and click on Settings.
Under Settings, select Manage Channels. This page shows all WhatsApp Business API numbers currently onboarded in your account.
Click the green Connect new channel button in the top right corner.
In the pop-up that appears, select Add Number using Embedded Sign-up.
You will be asked to choose an onboarding method. Select Coexistence Onboarding.
Select the option Connect Your Existing WhatsApp Business Number and click Confirm and Proceed.
The system will ask you to log in to your Facebook account for verification. If the correct account is already logged in, click Continue. If not, click Log In with Another Account and select the correct one.
Once logged in, click Continue.
Facebook will ask you to select the correct Business Portfolio. Choose it from the list.
Below that, open the WhatsApp Business Account drop-down and select Connect WhatsApp Business App. Click Next.
Enter the same phone number along with the country code and click Next.
On the next screen, if you see an option like Connect Existing Business App, click Next.
A QR code will appear on your screen. Open your WhatsApp Business App on your mobile phone. You will receive a message from Facebook Business saying Connect to the Business Platform. Tap Connect. Your mobile camera will open. Scan the QR code displayed on your desktop.
The import process for your contacts and chat history from the last 6 months will begin automatically. Wait for it to complete.
Once the import is done, you will be taken to a screen where you need to select your time zone. Select the correct time zone, click Next, and then click Confirm.
Your account will now begin connecting to DoubleTick. Once connected, click Finish.
You will be redirected back to DoubleTick where you may see a Please Wait message. Once the setup is complete, the status will change to Connected.
Your WhatsApp Business number is now successfully migrated from Cloud API to Coexistence on DoubleTick. You can now use the same number on both the WhatsApp Business App and the DoubleTick platform simultaneously.
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