Manage WhatsApp chats in both Kommo and the app

February 26, 2025

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Requirements:

  • A Kommo account (any plan or 14-day trial).
  • WhatsApp Business app (version 2.24.17 or newer).
  • A Facebook Business Portfolio (or create one during setup). See Meta’s guide for instructions.
  • A phone number with a supported country code.

Limitations:

  • Not supported in: Nigeria, South Africa.
  • New WhatsApp Business app accounts are not immediately eligible. This feature is designed for businesses already actively using the app and looking to scale with new tools. We recommend using the WhatsApp Business app for a while before onboarding, as eligibility depends on tenure and messaging quality.

Kommo allows you to use the same phone number for both the WhatsApp Business app and WhatsApp Business integration simultaneously. This is designed for businesses that want to manage conversations in Kommo while still using the WhatsApp Business app on their phones.

With real-time synchronization, messages sent from the app will appear in Kommo, and messages sent from Kommo will be reflected in the app, ensuring a unified conversation history.

Use cases

  • Customer support teams – Manage daily interactions in the WhatsApp Business app while automating responses and CRM updates in Kommo via WhatsApp Business.
  • E-commerce businesses – Engage with customers manually while using the API for order updates and marketing automation.
  • Service providers – Communicate directly with clients via WhatsApp while integrating appointment scheduling and reminders through the API.
  • Hybrid business models – Maintain seamless messaging between manual chats in the app and automated workflows in the API.

How does it work?

Messages follow separate rules depending on whether they are sent via the WhatsApp Business or the WhatsApp Business app:

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Feature
WhatsApp Business
WhatsApp Business app
Message charges
Based on WhatsApp Business pricing
Free
Message templates
Only approved templates can start a conversation
Not applicable
Customer service window
Free-form messages are allowed within 24 hours of the customer's last message
Not applicable

What changes after onboarding?

The table below shows the features available to business customers using WhatsApp Business and any changes to the WhatsApp Business app after onboarding.

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Existing features on the WhatsApp Business App
Changes to features on the WhatsApp Business App AFTER onboarding to Cloud API
Is the WhatsApp Business app feature supported on WhatsApp Business?
Individual (1:1) chats
Message Edit/Revoke is no longer supported.
Supported.Messages sent and received are mirrored between WhatsApp Business and the WhatsApp Business app.Note: Message synchronization is possible, but currently not supported in Kommo.
Contacts
No change.
Supported.Note: Contact synchronization is possible, but currently not supported in Kommo.However, if you're migrating from WhatsApp Lite, the source merging feature lets you transfer all existing chats and leads to WA Cloud.
Group chats
No change.
Not supported.Group chats will not be synchronized.
Phone number hiding chats
No change.
Not supported.
Disappearing messages
Disappearing messages will be turned off for all individual (1:1) chats.
Not supported.
View once message
View once messages will be disabled for all individual (1:1) chats.
Not supported.
Live location message
Live location messages will be disabled for all individual (1:1) chats.
Not supported.
Broadcast lists
Broadcast list will be disabled.Businesses won’t be able to create new Broadcast Lists.Existing Broadcast Lists will become read-only.
Not supportedHowever, you can use Kommo’s Broadcasting tool.Learn more here.
Voice and video calls
No change.
Not supported.
Business tools (eg. catalog, orders, status)
No change.
Not supported.
Business profile (eg. business name, address, website)
No change.
Not supported.
Channels
No change.
Not supported.

How to connect to WhatsApp Business in Kommo via Coexistence feature

  1. Go to Kommo → Settings → Integrations → Find WhatsApp Business.
  2. Agree to the privacy policy and click +Install.
  3. Select Yes, on my phone using the WhatsApp Business app → Click Next.
  4. Choose WhatsApp Business app and click Continue with Facebook.
  5. Log in with your personal Facebook account and click Get Started.

  1. Select an existing or create a new Facebook Business Portfolio, then click Next.

  1. Select Connect your existing WhatsApp Business app → Click Next.

  1. Enter your phone number → Click Next.

If you see an eligibility error during onboarding, it means your account doesn’t meet Meta’s active account criteria yet. Keep using the WhatsApp Business app actively for a while to become eligible or contact Meta support. Kommo support can also reach out to Meta, but the eligibility is solely their decision.

  1. Confirm your WhatsApp Business account → Click Next.

  1. Open WhatsApp Business App, then:

a. Receive a QR Code message.

b. Tap Scan QR Code in the app.

  1. Choose whether to share chat history with WhatsApp Business.

  1. Scan the QR code and review the access request in Kommo, then click Continue.

  1. Ensure WhatsApp Business App is successfully connected.

  1. Click Finish.

  1. A modal window will inform you that the number is now connected.

  1. A message about data import will then appear on your WhatsApp Business widget. Once the import is done, it will disappear.

For more information on source merging, read our article.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.

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