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This guide explains how Coexistence works: the option that allows you to use the same WhatsApp number on the mobile app and in the Cloud API (Jelou) simultaneously.

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What is Coexistence?

Coexistence allows the same number to work at the same time in:
  • WhatsApp Business App (mobile)
  • WhatsApp Cloud API (Jelou)
This means you can:
  • Send campaigns and automations from Jelou
  • Continue using the app for manual 1-to-1 support
  • Keep the history synchronized between both environments

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How does it work?

During the channel connection:
  1. The business enters its current WhatsApp Business App number.
  2. Meta sends a verification code.
  3. The user confirms the connection from the app.
  4. The user can optionally authorize sharing:
    • Message history
    • Contacts
Once completed:
  • The number is connected to the Cloud API
  • Jelou can send bulk and automated messages
  • The app continues working normally for manual support

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Requirements

Before activating Coexistence, make sure you meet the following:
  • WhatsApp Business App version 2.24.17 or higher
  • Number with a supported country code
  • Business verified in Facebook Business Manager
  • Jelou configured with active webhooks
  • Cloud API enabled

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Capabilities and limitations

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API (Jelou)

  • Fixed limit of 20 messages per second (mps)
Not supported:
  • Group chats
  • Broadcast lists
  • Status updates
  • Calls and video calls
  • Temporary messages
  • View-once messages

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From the WhatsApp Business App (mobile)

You can continue using normally:
  • Calls and video calls
  • Broadcast lists
  • Status updates
  • Group participation
  • Manual 1-to-1 support
These actions do not use AI or automation, as they are performed directly from the app.

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24-hour window

The support window opens when:
  • The user writes after the number is already registered in the API.
If the user wrote before registration:
  • Only approved templates can be used to reply.

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What is synchronized with Jelou?

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Individual chats (1:1)

  • Up to 6 months (180 days) of history can be synchronized.
  • Messages are reflected between:
    • App
    • Jelou

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Contacts

  • Contacts that have a WhatsApp number are synchronized.

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What happens during synchronization

Once the number is registered: You have 24 hours to:
  • Synchronize contacts
  • Synchronize message history
The app must:
  • Remain open
  • Have a stable connection
The process may take several minutes depending on the volume of messages.

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History states

The business can decide: Share history
Messages of up to 180 days are synchronized. Do not share history
Jelou receives the event, but not the previous messages.

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Events received by Jelou (webhooks)

To maintain synchronization, Jelou listens for events such as: account_update
Account changes or disconnection. messages
Message edits or deletions. history
Historical message synchronization. smb_app_state_sync
Contact changes. smb_message_echoes
Messages sent from the app.

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How is the connection removed?

It cannot be disconnected from the API.
The business must do it from the app:WhatsApp Business App → Settings → Account → WhatsApp Business Platform → Disconnect
This will automatically send the disconnection event to Jelou.