WhatsApp with an existing Business App phone
Use this path when the number already chats in the WhatsApp Business App. Coexistence lets Cloud API (CoPulse inbox, agents, campaigns) run on the same number without discarding the handset. This is not “bring your own voice trunk” — the Phone channel still cannot attach a number you already rent elsewhere.
In the app: Setup → Channels → WhatsApp
When to use coexistence
- The number is live in the WhatsApp Business App today.
- The team still needs to send from the phone (or a desktop Business App) for some conversations.
- You want CoPulse inbox, templates, agents, and campaigns on that same number.
How to connect
- Start WhatsApp onboarding in CoPulse (contact email + Gupshup OTP) the same way as a new number.
- In Meta embedded signup, select the existing WhatsApp Business account that owns this number — do not create a second WABA for the same line if Meta offers the current one.
- When asked about the phone, choose the existing number / coexistence option instead of Add a new number.
- Complete permissions and Gupshup’s last Continue / Finish, then go live in CoPulse.
- Send a test from Chat on WhatsApp and from the Business App. Both should land in the CoPulse inbox on this project.
What changes after coexistence
- Official Cloud API templates and session messages can be sent from CoPulse.
- The Business App can keep running; do not delete the app until you have confirmed coexistence.
- Campaigns still need approved templates. Session replies inside 24 hours can be free-form.
Then test
Send from Chat on WhatsApp and from the Business App. Both should land in Inbox. Full settings and template tests: How to test WhatsApp.
FAQ
Can I connect a phone number I already bought from another carrier for voice?
Not on the Phone channel. For WhatsApp, the number must already be (or become) a WhatsApp Business number. Voice in CoPulse only supports numbers purchased inside Setup → Channels → Phone.