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Coexistence lets you use the same WhatsApp number in Jelou while you keep replying from the WhatsApp Business app. When a human agent answers manually from the app, Jelou automatically pauses the bot’s workflow so the AI doesn’t interrupt the conversation, and hands control back when the agent signals it with a keyword.
Coexistence screen in Settings, showing the channel selector, the Pause workflow block, the keywords list, and the read receipts and typing indicator toggle
From Settings → Coexistence you define, for each WhatsApp channel:
  • Whether the workflow pauses when a human agent steps in, and for how long.
  • Which keywords the agent uses to route the conversation to a specific workflow.
  • Whether the channel sends read receipts and the typing indicator.
This screen configures how the bot behaves during coexistence. To connect a WhatsApp Business App number to the Cloud API, see the Coexistence guide.

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Prerequisite: select a channel

Settings are saved per channel, so you first need to pick one in the selector on the left. The selector only lists channels that meet all of the following:
  • They are WhatsApp channels.
  • They are in production and active.

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Pause workflow

This is the main block on the screen and it’s controlled by a toggle.
Use Dynamic when you want the bot to wait as long as the agent keeps typing, and Fixed time when you prefer a predictable limit from the first message.

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Keywords to route to a specific workflow

When the agent types one of these words from WhatsApp Business, the conversation is routed straight to the associated workflow. This is how you hand control back to the AI in a specific flow — a satisfaction survey, for example — without waiting for the pause to end. Each row in the list has two columns:

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Keyword rules

  • Up to 5 keywords per channel. The counter in the top right shows how many you’ve used, for example 2/5.
  • Between 3 and 10 characters.
  • No spaces (a single word) and no emojis.
  • You can’t repeat a keyword already used in the list.
  • You can’t use a word already reserved for routing to the default workflow.
While Pause workflow is off, this section stays disabled.

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Read receipts and typing indicator

This is a toggle independent from the rest of the configuration. This toggle works even when Pause workflow is off; it’s only disabled when no channel is selected.

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Saving changes

The Save button stays disabled until there’s at least one change compared to what’s already configured, and it shows a loading state while the request is in flight. Only what changed is saved: the pause and keyword configuration on one side, and read receipts and typing indicator on the other. A notification with the result appears when it finishes. If saving fails, your changes stay on screen so you can retry.