Connecting WhatsApp to tawk.to (with WhatsApp Coexistence)
The instructions below are for desktops and laptops only.
WhatsApp Coexistence lets you connect your existing WhatsApp Business App number to tawk.to without removing it from your mobile device.
This means your team can continue to:
This means your team can continue to:
- Reply to customers directly in the WhatsApp Business App
- Manage the same conversations inside the tawk.to Inbox
- Use features like team assignment, message templates, and AI Assist
How WhatsApp Coexistence works
When you connect your number to tawk.to, the system automatically detects your connection type based on Meta’s response.
If your number is registered with the WhatsApp Business App, tawk.to sets it up as a Coexistence (App) connection—no manual setup required.
Once connected:
If your number is registered with the WhatsApp Business App, tawk.to sets it up as a Coexistence (App) connection—no manual setup required.
Once connected:
- Messages sent from the WhatsApp Business App appear in tawk.to as echo messages, giving your team full context.
- Messages sent from tawk.to are delivered through the WhatsApp Cloud API and appear in your WhatsApp Business App.
- Business profile details (name, phone number, WABA account) are read-only in tawk.to and must be updated in the WhatsApp Business App.
Before you start
Ensure you have:
Country support
WhatsApp Coexistence supports phones numbers with country codes from all countries, except:
Check Meta's official Embedded Signup documentation for latest updates.
- Admin access to the tawk.to property you want to connect
- An active WhatsApp Business App account that you’ve been using for a while (new accounts may not be eligible)
- WhatsApp Business App version 2.24.17 or later
- A Meta Business Manager account
- A phone number from a supported country (see below)
Country support
WhatsApp Coexistence supports phones numbers with country codes from all countries, except:
- Nigeria (+234)
- South Africa (+27)
Check Meta's official Embedded Signup documentation for latest updates.
Connect your WhatsApp Business App to tawk.to
Follow the step-by-step instructions in this guide:
Connecting WhatsApp to tawk.to
During setup, you’ll be prompted to
You can also choose whether to share your contact list and chat history (up to 6 months).
Note: You can connect multiple WhatsApp numbers to the same property. Each number appears as a separate inbox.
Important
After connecting, open the WhatsApp Business App at least once every 14 days. If you don’t, the connection will be removed and you’ll need to reconnect.
Connecting WhatsApp to tawk.to
During setup, you’ll be prompted to
- Choose your Meta Business Manager account and WhatsApp Business App number.
- Check your WhatsApp Business App for a verification message. Tap the message, then tap Connect.
You can also choose whether to share your contact list and chat history (up to 6 months).
Note: You can connect multiple WhatsApp numbers to the same property. Each number appears as a separate inbox.
Important
After connecting, open the WhatsApp Business App at least once every 14 days. If you don’t, the connection will be removed and you’ll need to reconnect.
Feature availability
While some features are available on both WhatsApp Business App or the tawk.to Inbox, some features are limited to the specific platform.
Available on both platforms
You can use these features in both the WhatsApp Business App and tawk.to:
Available only in tawk.to
These features are only available in the tawk.to Inbox:
Available only in the WhatsApp Business App
These features remain exclusive to the WhatsApp Business App:
Limited or restricted features
Some features are either disabled after setup or behave differently:
Available on both platforms
You can use these features in both the WhatsApp Business App and tawk.to:
- Send and receive messages
- One-to-one customer chats
Available only in tawk.to
These features are only available in the tawk.to Inbox:
- Message templates (for outbound messages)
- Team inbox and agent assignment
- AI Assist and automation
- Bulk messaging and campaigns (using templates)
Available only in the WhatsApp Business App
These features remain exclusive to the WhatsApp Business App:
- Group chats (not synced to tawk.to)
- Voice and video calls
- WhatsApp Status updates
Limited or restricted features
Some features are either disabled after setup or behave differently:
- Disappearing messages and live location sharing are disabled after connecting to tawk.to
- Broadcast lists become read-only in the WhatsApp Business App. Use message templates in tawk.to instead.
- Business profiles can only be updated in the WhatsApp Business App. The relevant fields are read-only in tawk.to
Disconnect a WhatsApp Coexistence number
Follow the step-by-step instructions in this guide:
Disconnecting your WhatsApp Business account from tawk.to
After that, follow these steps:
Important
Do not uninstall the WhatsApp Business App during this process, as it may cause reconnection issues.
Disconnecting your WhatsApp Business account from tawk.to
After that, follow these steps:
- Go to Administration > Integrations > Messaging > WhatsApp.
- Click Settings. Then, select WhatsApp Numbers.
- Click the three dots (⋮).
- Select Disconnect and confirm. If you don’t see the Disconnect option, contact tawk.to support.
Important
Do not uninstall the WhatsApp Business App during this process, as it may cause reconnection issues.
Troubleshooting
Your number is not eligible
This can happen if:
In some cases, you may need to:
Connection drops after setup
The most common cause is inactivity.
If you haven’t opened the WhatsApp Business App in over 14 days, open the app to restore the connection.
If the issue continues, disconnect and reconnect your number
Business profile fields are read-only
This is expected. To update your Business name, Phone number, and WABA details, you’ll need to make changes directly in the WhatsApp Business App.
This can happen if:
- Your account is newly created
- Your number was previously used with the WhatsApp Business API
- Your country is not yet supported
In some cases, you may need to:
- Delete the existing WABA
- Reinstall the WhatsApp Business App
- Wait 1–2 months before trying again
Connection drops after setup
The most common cause is inactivity.
If you haven’t opened the WhatsApp Business App in over 14 days, open the app to restore the connection.
If the issue continues, disconnect and reconnect your number
Business profile fields are read-only
This is expected. To update your Business name, Phone number, and WABA details, you’ll need to make changes directly in the WhatsApp Business App.
Important considerations
- A WhatsApp number can only be connected to one tawk.to property.
- Messages from the WhatsApp Business App appear as echo messages and:
- Do not trigger automations
- Do not open new conversations
- Messages sent from the WhatsApp Business App are free.
- Messages sent via tawk.to (Cloud API) may incur Meta charges.
- You cannot migrate between WhatsApp Business Accounts (WABAs) while using Coexistence.
- Official Business Account (blue badge) verification does not transfer automatically. You must apply through Meta Verified.
Related guides
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