# WhatsApp Co-existence Already using the **WhatsApp Business App** on your phone? With co-existence, you can connect that same number to Gallabox without giving up the app. * **WhatsApp Business App** — continue personal, 1:1 conversations from your phone * **Gallabox** — run shared inbox, automation, campaigns, and chatbots for your team Both work on the **same phone number**. Messages stay in sync. {% hint style="warning" %} WhatsApp Co-existence is **not enabled by default**. It must be activated for your Gallabox workspace by our support team before you can set it up. [Contact support](mailto:support@gallabox.com) to get started. {% endhint %} *** ## Why use Co-existence with Gallabox? Before co-existence, businesses had to pick one: * **WhatsApp Business App** — simple and free, but limited for teams and automation * **WhatsApp Cloud API** — powerful, but required disconnecting the app entirely Co-existence removes this trade-off. With Gallabox Co-existence, you can: * Keep the same number your customers already know * Retain recent chat history and context * Give your team a shared inbox with assignments and collaboration * Run campaigns, journeys, and automations at scale * Let founders or managers still reply directly from their phone *** ## Who is this best suited for? Co-existence works best if: * You actively use the WhatsApp Business App today but need team access * You want automation and campaigns without disrupting live conversations * You are an SMB or growing brand moving gradually toward Cloud API **Common scenarios:** * **Founder-led sales** — founder handles high-touch deals from the app; team manages follow-ups and bulk campaigns in Gallabox * **Support teams scaling up** — support moves into Gallabox with assignments, SLAs, and automation, while agents can still respond from their phone when needed * **Gradual migration** — test Cloud API features first, then decide later if you want to go fully API-first *** ## How to enable Co-existence is set up in four stages. Reach out to Gallabox support to begin. {% stepper %} {% step %} **Contact Gallabox support** Email with: * Your WhatsApp Business App phone number * A brief note on how you plan to use co-existence {% endstep %} {% step %} **Eligibility check** The Gallabox team will verify: * Your number is registered on the WhatsApp Business App (not already on Cloud API) * Your country is supported * There are no existing partner or credit-line conflicts on your number {% endstep %} {% step %} **Embedded Signup** Once eligible, you will complete onboarding through Gallabox: 1. Start the signup flow in Gallabox and choose to connect your existing WhatsApp Business App number 2. A verification code will appear on screen — copy it 3. On your phone, open the WhatsApp Business App. You'll receive a message from the official **Facebook Business Account** — tap **Connect**. If you don't see the message, go to **Menu (or Settings) > Account > Connect to Business Platform** 4. Choose whether to share up to **6 months of chat history** with Gallabox — this decision cannot be changed later 5. Enter the verification code and tap **Connect to the Business Platform** {% hint style="warning" %} The chat history sharing decision **cannot be changed later**. If you want to change it, you must disconnect and reconnect — and history sharing will not be available again on reconnect. {% endhint %} {% hint style="info" %} Sync can take a few minutes depending on your message history size and internet speed. Keep the WhatsApp Business App open during this time. {% endhint %} {% endstep %} {% step %} **Start using Co-existence** Once connected: * Chats and contacts begin syncing into Gallabox * Your team can work from the Gallabox shared inbox * You can continue replying directly from the WhatsApp Business App {% endstep %} {% endstepper %} *** ## What you can do after enabling **From Gallabox (Cloud API):** * Send campaigns and broadcast messages (standard WhatsApp Cloud API pricing applies) * Use the shared inbox with assignments, tags, and team collaboration * Build automation flows triggered by events — new leads, form fills, conversation status changes, and more **From the WhatsApp Business App:** * Continue 1:1 conversations directly from your phone * Use app-only features like catalog, status, labels, and quick replies (these stay in the app and are not mirrored to Gallabox) **Message and contact sync:** * Up to 6 months of recent 1:1 chat history can be synced into Gallabox (with your consent during onboarding) * New eligible 1:1 messages are mirrored between the app and Gallabox so your team stays in sync * Contacts with WhatsApp numbers can be synced into Gallabox, reflecting your existing customer base *** ## Features and limitations Co-existence comes with platform-level rules from Meta. Here is what changes and what stays the same once enabled. | Feature | On WhatsApp Business App | On Gallabox (Cloud API) | | ---------------------------------------------------------------- | -------------------------------------------------------------------- | ---------------------------------------------------------------------------------------- | | 1:1 chats | Continues as usual — but **edit and revoke are no longer supported** | Supported. Up to 6 months of history synced; future messages mirrored in both directions | | Chat history | No change in the app | Last 6 months synced (if you approved sharing during setup) | | Contacts | No visible change | WhatsApp contacts can be synced into Gallabox | | Disappearing messages | **Turned off** for all 1:1 chats | Not supported | | View once messages | **Disabled** for all 1:1 chats | Not supported | | Live location | **Disabled** for all 1:1 chats | Not supported | | Broadcast lists | Cannot create new lists — existing lists become **read-only** | Not synced; use Gallabox campaigns instead | | Messaging tools (greeting, away messages, quick replies, labels) | Remain available in the app | Not synced; Gallabox has its own routing, tags, and automation | | Group chats | No change | Not synced — group conversations stay on the phone only | | Voice & video calls | No change | Not available via Cloud API | | Catalog, orders, status | No change | Not synced | | Business profile & WhatsApp Channels | No change | Channels not supported via Cloud API | *** ## Technical requirements, limits & pricing **Requirements:** * WhatsApp Business App version **2.24.17 or higher** * Phone number from a supported country (see below) * Embedded Signup with session logging enabled * Gallabox webhooks enabled **Throughput:** * Co-existence numbers are limited to approximately **20 messages per second** **Customer service window:** * A 24-hour messaging window opens only when a user messages you after Cloud API onboarding * Messages received before onboarding can be replied to only using templates **Unsupported countries:** Co-existence is not available for phone numbers from: * Nigeria * South Africa **Pricing:** * Messages sent from the **WhatsApp Business App** remain **free** * Messages sent via **Gallabox** follow standard [WhatsApp Cloud API pricing](https://github.com/gallabox/docs.gallabox.com/blob/main/pricing-and-billing-modules/README.md) *** ## Linked devices After connecting, all linked companion devices (WhatsApp Web, tablets, etc.) will be **unlinked automatically**. You can re-link them after setup is complete. *** ## How to disconnect To stop using co-existence, open the WhatsApp Business App and go to: **Settings > Account > Business Platform > Disconnect Account** This disconnects your number from Gallabox. Your WhatsApp Business App will not be affected. If you need help disconnecting or want to understand the impact on your account, [contact Gallabox support](mailto:support@gallabox.com). *** ## Keeping your co-existence connection active Once co-existence is set up, the connection between your WhatsApp Business App and Gallabox needs to stay active. If it breaks, Gallabox will be automatically removed from your WhatsApp Business Account and you will need to re-onboard. ### Why is Gallabox automatically removed? Meta can remove a connected partner like Gallabox without warning in the following situations: * **Number offline for more than 14 days** — if your WhatsApp Business App is inactive or unreachable for over 14 days, the co-existence link is severed automatically. This is expected Meta platform behaviour. * **Device changes or app reinstalls** — switching phones, resetting your device, or uninstalling and reinstalling the WhatsApp Business App can break the connection. * **Compliance or integrity issues** — if Meta flags your WhatsApp Business Account for policy violations, low trust score, or integrity concerns, the partner connection may be removed. * **Backend offboarding events** — unresolved financial associations or system-level offboarding processes on Meta's side can also trigger removal, even if you did not take any action. {% hint style="warning" %} If Gallabox stops receiving messages or your shared inbox goes silent unexpectedly, your co-existence connection may have been broken. [Contact Gallabox support](mailto:support@gallabox.com) to confirm and re-onboard. {% endhint %} ### Best practices to avoid unexpected disconnections 1. **Keep the WhatsApp Business App active** — open and use the app regularly. Avoid leaving the number dormant for more than a few days at a time. 2. **Avoid frequent device changes or app reinstalls** — if you do need to change devices, contact Gallabox support first so they can guide you through safely. 3. **Stay compliant with Meta's business policies** — ensure your messaging practices, business profile, and account remain in good standing. ### What to do if you are automatically disconnected If Gallabox is removed from your account unexpectedly, the fix is to re-onboard: 1. Make sure the WhatsApp Business App is active and registered on your phone. 2. Check your WhatsApp Business Account for any compliance or integrity flags that may need to be resolved first. 3. Contact [Gallabox support](mailto:support@gallabox.com) — they will walk you through the Embedded Signup process again to restore the connection. Note that re-onboarding follows the same steps as the initial setup. The option to share chat history will not be available again on reconnect. *** ## Frequently asked questions **Will I lose my existing WhatsApp chats?**\ No. Up to 6 months of recent 1:1 chats can be synced into Gallabox if you approve history sharing during onboarding. **Can I still reply from my phone?**\ Yes. The WhatsApp Business App continues to work normally for 1:1 conversations. **Are group chats available in Gallabox?**\ No. Group chats remain only in the WhatsApp Business App and are not synced. **Is the WhatsApp Business App removed?**\ No. It continues to work alongside Gallabox. **Are messages free?**\ Messages sent from the app are free. Messages sent through Gallabox follow WhatsApp Cloud API pricing. **Can I disable Co-existence later?**\ You can disconnect via the WhatsApp Business App settings. Contact Gallabox support for guidance on your specific setup. **Why are my linked devices disconnected after setup?**\ Meta automatically unlinks companion devices during Cloud API onboarding for security and compatibility reasons. You can re-link them after setup. **What if my number was previously connected to another API provider?**\ Existing credit-line or partner connections can block onboarding. Gallabox support will help resolve this during the eligibility check.