WhatsApp Coexistence (WhatsApp Business App Integration)

MyAlice now supports WhatsApp Coexistence, allowing businesses to send and receive messages simultaneously from both the MyAlice Inbox and the WhatsApp Business App.

This was not possible with the standard phone-number based WhatsApp integration, which allowed messaging only through MyAlice.

The business customer must be using WhatsApp Business app version 2.24.17 or higher.

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What is WhatsApp Coexistence?

WhatsApp Coexistence enables:

• Parallel messaging from MyAlice and the WhatsApp Business App

• Real-time synchronization of conversations

• Clear visibility in MyAlice when a message is sent through WhatsApp Business App

In the Inbox, messages sent from the WhatsApp app are labelled “WhatsApp Business Manager” and display the WhatsApp icon. Hovering over the icon shows the tooltip: “Sent via WhatsApp app.”

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How to Connect WhatsApp Business App (Coexistence) in MyAlice

1. Go to Integrations → Available Integrations

2. Click on WhatsApp

3. In the integration wizard modal, choose WhatsApp Business App (Coexistence)

   • You will also see the traditional Phone Number Connection option, which does not support coexistence

4. Click Connect WhatsApp

5. A Meta Business Manager pop-up window will open

6. On the first screen, click Continue

7. Select your Business Portfolio

8. From the second dropdown, choose Connect a WhatsApp Business App

9. Click Next

10. Enter the phone number linked to your WhatsApp Business App

11. A notification will be sent to your phone — tap it and follow the steps to scan the QR code displayed on your computer

    • Important: When prompted, select “Share Chats”

12. After scanning the QR code, click Next

13. Wait a few seconds for the connection to establish

14. Once completed, click Finish

15. In MyAlice, provide a Channel Title and Description

16. Click Finish again to complete the setup

Your WhatsApp Business App is now connected and will appear under the Integrated tab.

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Who Should Use Coexistence?

• Recommended for small businesses or teams that use the WhatsApp Business App heavily

• Not recommended for high-volume teams — the standard phone number connection provides better performance for multiple agents

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If you need assistance with setup, please reach out to our support team.