Description
Hi all — hoping someone has actually been down this road, because I can’t get a definitive answer from the docs.
We need to connect a phone number that is already in daily use on the WhatsApp Business app by our front desk. The requirement from our management is that the number keeps working on the phone and is available in Omnichannel at the same time — i.e. Meta’s “Coexistence” mode (rolled out May 2025), which mirrors messages both ways in real time and preserves the existing chat history.
From the documentation I suspect this is not supported by the bundled WhatsApp Cloud app:
- the setup guide has you paste credentials manually (Phone Number ID, WABA ID, access token, Facebook App Secret) rather than going through Meta’s Embedded Signup — and Coexistence onboarding is done through Embedded Signup;
- the WhatsApp Business App FAQ states that “the number submitted must be a new number that has never been used as an API”.
Two questions:
- Has anyone successfully onboarded a Coexistence number into the bundled WhatsApp Cloud app? Or is a brand-new, never-registered number really the only option?
- If it isn’t supported, is the WhatsApp 360Dialog (Cloud API) app the only route to Coexistence within Rocket.Chat? (I understand it’s a paid add-on.)
Happy to be told I’ve misread the docs — a “yes it works, here’s how” would make my day.
Server Setup Information
(The question is about app capability rather than our specific deployment, so these are for context only.)
- Version of Rocket.Chat Server: 8.6
- Operating System: Linux
- Deployment Method: docker
- Number of Running Instances: 1
- DB Replicaset Oplog: single-node replica set
- NodeJS Version: as shipped in the official image
- MongoDB Version: 8.x
- Proxy: Caddy
- Firewalls involved: cloud provider security group
Any additional Information
Workspace is self-managed and registered, on the Starter plan. Omnichannel is already working — this is purely a question about how the WhatsApp number can be onboarded.