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Request to Support WhatsApp Business App & API Coexistence in Zendesk

Related products:Support
  • December 9, 2025
  • 1 reply
  • 7 views
오석주

Hi Zendesk Team,

 

Meta has recently introduced coexistence support that allows businesses to use the WhatsApp Business App and the WhatsApp Business API together under the same business phone number.
Reference: https://developers.facebook.com/docs/whatsapp/embedded-signup/custom-flows/onboarding-business-app-users#onboarding-whatsapp-business-app-users--aka--coexistence--

 

I would like to request that Zendesk consider adding official support for this coexistence model in its WhatsApp integration roadmap.
Specifically, it would be helpful to understand:

  1. Whether Zendesk plans to support accounts using both the WhatsApp Business App and WhatsApp Business API simultaneously.
  2. If so, any expected timelines 

This feature would be extremely valuable for businesses transitioning gradually from the app to the API or operating hybrid workflows.

Thank you for considering this enhancement.


Looking forward to your feedback!

Best regards,

    1 reply

    Stephanie13
    • Stephanie13Product Manager
    • Product Manager
    • December 10, 2025

    @오석주 Thank you very much for the feedback and your interest in this feature. While we have explored this feature at a high level, we are still gathering feedback and evaluating when and how to best introduce support for this feature.

    As you may know, WhatsApp has also introduced support for Groups which we believe would overlap a lot with many of the use cases we see for Coexistence.

    If you wouldn't mind sharing more information around your specific use case that would be immensely helpful in our investigation.

    - Are you looking to have Zendesk passively monitor 1:1 conversation between customers/partners and employees on the Business App?
    - Are you looking to have a single Agent communicate with customer both from their phone and from Zendesk at will?
    - Other? 
     

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