Coexistence

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) at the same time.

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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 message 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 and Cloud API enabled

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Capabilities and limitations

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API (Jelou)

• Fixed limit of 20 messages per second (mps)

The following are not available from the API (use the WhatsApp Business App on your phone if needed):

• Groups (group chats)
• Disappearing messages
• View-once messages
• Live location
• Broadcast lists
• Voice and video calls
• Catalog, orders, and status
• Quick replies, labels, and other business tools
• Business profile (business profile management is done in the app; the API does not offer a full equivalent in coexistence)
• Meta limitation: paid or ad-originated messages to WhatsApp are not delivered as messages inside the WhatsApp chat in the same way as approved templates or organic conversations; check Meta’s current policies for Click to WhatsApp and campaigns

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From the WhatsApp Business App (mobile)

You can continue using normally:

• Voice and video calls
• Broadcast lists
• Status
• Group participation
• Catalog, orders, and status (depending on what your account offers in the app)
• Quick replies, labels, and business tools
• Business profile
• Manual 1-to-1 support

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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. This will automatically send the disconnection event to Jelou.