Keep the customer-facing identity
Customers continue contacting the same eligible business number. Your team can use the WhatsApp Business App alongside the Cloud API connection handled by Octopods.
Keep your WhatsApp number. Bring your team into the conversation.
With WhatsApp coexistence, an eligible number can stay in the Business App while Octopods connects it to HubSpot or Intercom through the official Cloud API.
- One business number
- Business App + Cloud API
- HubSpot or Intercom
The practical answer
A familiar number, with more ways to answer.
Coexistence lets an eligible WhatsApp Business App number operate alongside the Cloud API. Octopods connects that API channel to HubSpot or Intercom. It suits a business that wants a shared customer-service workflow while retaining some on-phone replies. Eligibility and connection steps depend on the number's current setup.
One number. Two places to reply.Your business numberEligible WhatsApp Business App accountBusiness App
Keep the mobile workflow
Your team inbox
Connect through Octopods
Official WhatsApp Cloud API connection
Optional contact and history import · sync limits apply.
Give the team a shared workspace
Route messages into Intercom or HubSpot and reply from the connected inbox. New Business App messages that WhatsApp shares with Octopods can also appear in that conversation.
Choose what to bring across
The migration setup offers contact sync and three history options: import when a new customer conversation starts, backfill available conversations immediately, or skip history.
Contacts and conversation history
Bring useful context across, with clear limits.
Contact sync and message-history import are separate choices. Octopods uses the data supplied by WhatsApp; it does not recreate your entire Business App archive.
Contact sync: up to 2,000 per sync
Octopods normalizes phone numbers, checks for existing CRM records and creates contacts for unmatched numbers. The sync runs from the Business App into the CRM. Review the created, skipped and failed totals.
History: up to 20 messages per conversation
Import the most recent available messages when a new conversation starts, or backfill available conversations during setup. Both modes import up to 20 recent messages per conversation. You can also skip history.
Review the reporting impact
Historical message attribution can differ from the original phone user. Immediate backfill creates and then closes conversations, which can affect reporting. Read the migration warnings before making your choice.
Your next three steps
Check the existing setup
Identify the Business App number, Meta business account, account administrator and any current provider connection. Confirm coexistence eligibility before changing the number's setup.
Connect and choose migration options
Complete the supported Meta connection flow and activate the number for Intercom or HubSpot. In the migration setup, choose whether to sync contacts and how to handle available history. Submit these choices carefully: the setup can only be submitted once for that channel.
Test replies from both places
Send a test customer enquiry and reply from the Business App and the connected inbox. Check the sender, contact match and any imported history, then agree who owns each conversation.
Before you connect
Confirm eligibility before changing your setup.
An eligible Business App number
Coexistence is subject to Meta's account and onboarding requirements. A number being active in the Business App does not by itself guarantee eligibility.
The right platform access
Use an Intercom workspace or an eligible HubSpot subscription. HubSpot custom channels require Sales Hub or Service Hub Professional or Enterprise; Help Desk requires Service Hub Professional or Enterprise.
A plan for API messages
Cloud API messages outside the 24-hour customer-service window require approved templates. This API restriction does not mean ordinary Business App replies require templates. Review customer permissions and applicable messaging charges before automating follow-ups.
A few useful answers
Your coexistence questions, answered.
Have a setup that needs a closer look?
Talk it through with our teamYes, for an eligible coexistence connection. Your number can remain in the app while Octopods connects its Cloud API messaging to Intercom or HubSpot.
Yes. Octopods connects eligible coexistence numbers to either platform. Choose the destination workspace and confirm its channel requirements during setup.
Coexistence uses the same eligible number across the Business App and Cloud API. Confirm that your existing number qualifies before planning the changeover.
The migration setup offers history on new conversations, immediate backfill, or no history import. Both import modes use up to the 20 most recent messages available for each conversation from WhatsApp. This is a limited import, not a complete archive; unavailable media may appear as placeholders.
Contact sync is optional and processes up to 2,000 contacts per sync. Numbers are normalized and checked against existing CRM contacts before new records are created. Contacts beyond the cap are skipped. The sync does not copy CRM contacts back into the Business App.
Yes. HubSpot has a native coexistence connection with its own onboarding and history-import behavior. Compare that route with Octopods using your account setup, sync requirements and wider channel needs.
No. Evaluate the Octopods subscription and applicable Cloud API messaging charges. Retaining app access does not make API usage free or remove its messaging rules.
Go deeper
Read the setup details
Keep exploring
Find your next answer
Make messaging part of your workflow
Keep what works. Give your team room to help.
Tell us how you use the Business App today. We'll help you assess coexistence for your number and customer platform.