Use the WhatsApp Business app and WhatsApp Cloud on one number
In coexistence mode, your number stays on the WhatsApp Business app on your phone, and works at the same time on WhatsApp Cloud in Corteksa. Messages from both sides show in Cortex Chat.
Press Keep app & connect instead of Connect new number, then finish the steps in the Meta window and on the phone.
3
Wait for the session to be created.
Corteksa immediately asks Meta for the contacts saved in the app, then the chat history.
4
Accept sharing the history in the app if you’re asked to. If you refuse, chats start from now only.
What’s imported?
Saved contacts, then chats from up to 6 months back. Meta allows this only once, and within 24 hours of connecting, so Corteksa asks for it the moment you connect. To do it again, you have to disconnect and connect again.
How do messages behave?
Case
In Cortex Chat
A message a teammate sent from the app on the phone
Shows in the chat with the Sent mark
A message edited or deleted from the phone
The edit or deletion is applied to the original message
A new chat started from the phone
A client record is created for it, like any new chat
A template or automation from Corteksa
Reaches the client and shows in the app
Editing and deleting messages from Corteksa isn’t available on WhatsApp Cloud. Do it from the phone.
When does it disconnect?
If you move the app to another phone, Meta may disconnect the number from WhatsApp Cloud, and the session shows Failed. Connect it again to bring it back.
If something goes wrong
What you see
Why
What to do
“No number is linked to the WhatsApp Business account yet”
The connection step in the app isn’t finished.
Finish connecting in the WhatsApp Business app, then try again.
Old chats didn’t show
You refused to share the history, or 24 hours have passed.
Disconnect, connect again, and accept sharing.
Messages look sent but don’t arrive
The session is Failed after the app moved to another phone.
Connect it again.
A real example
Basma Clinics
The situation
The receptionist is used to the WhatsApp Business app, and management wants reminder templates and automations.
What they did
Management connected the number in coexistence mode.
6 months of chat history were imported.
The receptionist kept replying from the phone, and the reminders go out from Corteksa.
The result
Nothing changed for the receptionist, and all the chats and reminders are now on the patient’s record.
A made-up company, to show the idea. The numbers are rounded.
Good to know
The history is imported once, within 24 hours of connecting, and up to 6 months back.
The first number linked to the business account is the one connected.
Editing and deleting messages from Corteksa isn’t available.
