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Coexistence is intended for a phone number that is currently active in the WhatsApp Business App.

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What changes

  • You keep the existing customer-facing number.
  • The WhatsApp Business App remains available.
  • Eligible conversations can be managed in Visito.
  • Meta may offer an eligible message-history sharing choice during onboarding.
  • The connection may remain pending until the in-app and QR steps are completed.

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Before you start

  • The number is active in WhatsApp Business App, not personal WhatsApp.
  • The WhatsApp Business App is updated.
  • The phone is available throughout setup.
  • You can receive the in-app coexistence prompt and scan the QR code.
  • You can sign in with the Meta identity that controls the intended business assets.
  • The active Visito workspace is correct.
Do not delete the WhatsApp Business App account or choose the new-number path. Coexistence depends on the existing Business App account remaining active during setup.

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Connect

1

Open WhatsApp setup

In Visito, open Connections → Channels and select Connect WhatsApp.Channels page with WhatsApp connection option
2

Authorize with Meta

Sign in with the intended Meta identity and select or create the correct Business Portfolio.
Sign in to MetaContinue Meta authorizationSelect a Business Portfolio
3

Choose the existing Business App path

Select Connect your existing WhatsApp Business App, then enter the active Business App number.
Choose WhatsApp coexistenceEnter the existing Business App number
4

Complete the in-app prompt

Open WhatsApp Business App on the phone. Use its coexistence prompt to start the QR linking step.
WhatsApp coexistence messageOpen the QR scannerScan the coexistence QR code
5

Choose message-history sharing

When Meta offers the option, select whether eligible history should be shared with the connected experience.Choose history sharing
6

Return to Visito

Finish the Meta flow and wait for the channel row to refresh.
7

Finish pending activation

If the row is pending, complete any remaining Business App step, then open row actions and select Retry Activation.
8

Assign properties

Assign the correct properties and verify Active and Respond.

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Verify both inboxes

  1. Send a new message to the number from another phone.
  2. Confirm the message appears in WhatsApp Business App and Visito as expected.
  3. Open the thread in Visito.
  4. Verify the AI response or send a manual reply.
  5. Confirm the customer receives one intended response.

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If coexistence remains pending

  • Confirm the phone still has internet access.
  • Open WhatsApp Business App and finish any pending prompt.
  • Confirm the QR step completed with the intended number.
  • Use Retry Activation from the Visito channel row.
  • Do not create a duplicate channel while the first activation is pending.

Meta troubleshooting

Diagnose missing prompts, incomplete callbacks, pending activation, and message-flow issues.