Home WhatsApp | Connection, templates and sending FAQ — WhatsApp Integration: Frequently Asked Questions

FAQ — WhatsApp Integration: Frequently Asked Questions

Last updated on Sep 22, 2026

When to use

  • You have a specific question about WhatsApp integration and want a quick answer
  • You are in pre-onboarding and want the team's most frequent answers at hand
  • You want to map out alternative paths before opening a support ticket

About the number and the account

Do I need a physical SIM card or a cell phone to integrate?

Not necessarily. For the integration without coexistence (API only), you don't need a physical SIM card — you can use a virtual number. For the integration with coexistence, you need the cell phone with the WhatsApp Business App installed at the time of setup.

What is a virtual number? Where do I buy one?

A virtual number is a phone number that works without a physical SIM card, purchased online. Cloud Chat recommends BR DID for anyone who needs a virtual number to use with the API.

Can I use my personal WhatsApp number?

We don't recommend it. The WhatsApp Business API is designed for business numbers. Also, when you integrate without coexistence, the number stops working in the cell phone app — which would cause problems if it's your personal number.

Can I have two different WhatsApp numbers connected to Cloud Chat?

Yes. Each number goes into a separate inbox. By default, a verified account can have up to 20 numbers connected.

Details: What is the limit of connected WhatsApp numbers?

Can I connect the same number to two tools at the same time (e.g., Cloud Chat and another platform)?

No. A number can only be connected to one API provider at a time. To migrate to Cloud Chat, you must first disconnect it from the previous provider.

About the migration

Will I lose my message history when I migrate?

The message history from the previous provider is not migrated automatically — it remains accessible only on the old platform. If you need to import old tickets, you can do so through the Cloud Chat API: Ticket history import.

In the integration with coexistence, the last 6 months of history from the WhatsApp Business App is synced — but only partially, with no guarantee of completeness (a Meta limitation).

My current provider won't release the number. What do I do?

Reach out to the Cloud Humans support team — there are alternative paths that depend on a case-by-case analysis. Before that, confirm: is the WABA in your Meta Business Portfolio or in the provider's portfolio? If it's in yours, you have administrative control and can migrate on your own.

I need to turn off Two-Step Verification before migrating. How do I do it if I don't know the PIN?

  • If you are the WABA owner → go to WhatsApp Manager and turn it off directly

  • If the previous provider controls Two-Step Verification → ask them to turn it off

Without turning off Two-Step Verification, the migration is not technically possible.

About coexistence

What is coexistence?

Coexistence is the Meta feature that lets you use the same number simultaneously on the cell phone (WhatsApp Business App) and on the official API (Cloud Chat). Details: What is coexistence on WhatsApp.

If I use coexistence, what happens if the cell phone runs out of battery or loses internet?

Cloud Chat keeps working normally through the API. Coexistence does not depend on the cell phone being active.

If someone manually removes Cloud Chat from the list of linked devices in the cell phone app, the integration will be interrupted and will have to be set up again.

My WhatsApp Desktop (Windows) messages don't show up in Cloud Chat. Why?

WhatsApp Desktop for Windows and WhatsApp WearOS are not supported by Meta for mirroring through the API in coexistence mode. The messages are visible on the cell phone, but they don't generate a webhook and therefore never reach Cloud Chat. WhatsApp Web (browser) works normally.

Details: WhatsApp messages not reaching Cloud Chat? Understanding the coexistence limitation.

Can I use WhatsApp groups in Cloud Chat?

No. Meta's official API does not support groups. Groups remain visible only on the cell phone (in coexistence mode), but they do not appear in Cloud Chat.

About templates and sending

What are templates and when do I need them?

Templates are messages pre-approved by Meta, used to start conversations with customers or to send messages after the 24-hour window of inactivity. For replies within 24 hours of the customer's last contact, you don't need a template.

Why was my template rejected as Utility?

Meta reclassifies templates from Utility to Marketing when it detects promotional language, a lack of transactional context, or text that is too generic. To reverse this:

  • Include a clear identifier (order number, ticket, case number)

  • Use objective language

  • Remove any commercial tone

Details: WhatsApp template rules (Meta): categories, structure, and rejections.

Why can't I send messages to many contacts at once?

You have most likely hit the limit of your messaging tier. Every account starts at Tier 1 (1,000 conversations/24h) and moves up automatically as volume and quality grow.

Details: WhatsApp messaging tiers: what they are and how to move up.

Quick troubleshooting

Cloud Chat stopped receiving WhatsApp messages. What should I check?

  1. Check whether the inbox is active under Settings → Inboxes

  2. If you use coexistence, check on the cell phone whether Cloud Chat still appears under Linked Devices

  3. If the device was removed, reconnect it: How to reconnect your WhatsApp inbox in Cloud Chat

  4. If the problem persists, contact support

My message shows an error. What does it mean?

Check the complete guide with causes and actions for each code: Why isn't my message being sent? Complete Error Guide.

Notes