Keeping the WhatsApp Business app on the same number

Choose I use the Business app to keep WhatsApp Business on your phone while your agent answers on the same number. Meta decides which accounts are eligible, and checks during setup.

• During setup, keep the app up to date and open. Meta asks whether to share your chat history; your contacts can synchronize too. After connecting, the Channels page shows the synchronization status.
• Replying from the app pauses your agent in that chat, so a customer never gets two answers.
• Keep using the phone. About 14 days without opening the app can disconnect the platform connection.
• Some app features change when a number is also connected to a platform, including broadcast lists, disappearing messages and view-once messages. Review Meta's current comparison before connecting.
• Changing phones: set up WhatsApp Business on the new phone as usual, and leave the option to keep your connected platforms ticked. Meta pauses Syniria meanwhile (the channel shows "Paused after a phone change") and restores it a few minutes after setup finishes; replies then work again by themselves.

A personal WhatsApp account needs to move to the WhatsApp Business app first. If Meta says the account isn't eligible, keep it as it is and contact support before changing anything.

If Meta's window ends up adding a new number instead, Syniria tells you the number isn't linked to the WhatsApp Business app.