--- title: "Manage WhatsApp chats in both Kommo and the app" slug: "manage-whatsapp-chats-in-both-kommo-and-the-app" description: "Use WhatsApp Business app with Kommo to sync chats in real time, combine manual and API messaging, and manage conversations with one shared chat history." tags: ["Coex", "Coexistance"] updated: 2026-03-11T12:43:30Z published: 2026-03-11T12:43:30Z canonical: "support.kommo.com/manage-whatsapp-chats-in-both-kommo-and-the-app" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.kommo.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage WhatsApp chats in both Kommo and the app > [!NOTE] > What you’ll need: > > - 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](https://www.facebook.com/business/help/1710077379203657?id=180505742745347). > - A phone number with a supported country code. > > Keep in mind: > > - Not supported in Nigeria and South Africa. > - New WhatsApp Business app accounts are not immediately eligible for. 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. > - Only chats that were active within the last 30 days will be imported. Each chat will include messages that are no older than 30 days. WhatsApp Business lets you use the same phone number in both the WhatsApp Business app and WhatsApp Business Platform at the same time, giving you cost flexibility: API messages follow WhatsApp pricing, while messages sent via the WhatsApp Business app remain free. Messages sync in real time – conversations from the app appear in Kommo, and messages sent from Kommo appear in the app – keeping one shared chat 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: | Feature | WhatsApp Business | WhatsApp Business app | | --- | --- | --- | | Message charges | Based on [WhatsApp Business pricing](https://business.whatsapp.com/products/platform-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. | Existing features on the WhatsApp Business App | Changes to features on the WhatsApp Business App AFTER onboarding to WhatsApp Business | 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 the WhatsApp Business and WhatsApp Business app. | | Contacts | No change. | Supported. > [!NOTE] > Note: The WhatsApp Business app supports contact synchronization. [Learn more about the feature.](/v1/docs/coex-waca-hub-spokes#import-contacts) | | Group chats | No change. | Not supported. Group chats will not be synchronized. | | [Phone number hiding chats](https://l.facebook.com/l.php?u=https%3A%2F%2Ffaq.whatsapp.com%2F626403979060997%2F%3Fcms_platform%3Dweb%26fbclid%3DIwZXh0bgNhZW0CMTEAAR0vaPs-rrsXVUpRM2-6p76GHrBB1Ssi-mM-tprsu7WF42kqwga4GSSDJRU_aem_Y-mYT0tIw63wrFV5rtSvuw&h=AT31n3lZ-1f2rqQre2FSgToq_MbB0197G4wqs6ofuHVTPdvvBx80LCgxuCxEMQRgf-imJB6vFrk-itE_US6Ibk52JrcyxhOVP8UBEJv4Gl_oVR4GhFqDSkWoYCvR0WvxlgEk-Q) | No change. | Not supported. | | Disappearing messages | Disappearing messages will be turned off for all individual (1:1) chats. | Not supported. | | [View once message](https://l.facebook.com/l.php?u=https%3A%2F%2Ffaq.whatsapp.com%2F1077018839582332%3Ffbclid%3DIwZXh0bgNhZW0CMTEAAR3Ea0RgGWjBdFukwA8e1AdZ5CH0aJyGDqzQNjgeZ2Crgnn8w-eKqP9myJ0_aem_p3O7Ujd6Est5VMLJmWoiUA&h=AT1pKL7WD4ITlijEjo67m4Cv5_cdsbqtOsHi9XQHhab1BEZVLsoVFWzOMDT2oWvsLF0eoLfgBRlUph7KGX_sQZLaBWbwnnitJc6uFVVUxgpmi-pWo3ha_7qLbX7kCiFPocOihQ) | 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 supported Use Kommo’s Broadcasting tool instead. [Learn more here.](/v1/docs/broadcasting-overview) | | 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. | Supported. | | Channels | No change. | Not supported. | If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via [WhatsApp](https://api.whatsapp.com/send/?phone=14159141403&text&type=phone_number&app_absent=0). You can also [hire a Kommo partner](https://www.kommo.com/partners/) to do all the hard work for you. Not a user yet? [Sign up for our 14-day free trial](https://www.kommo.com/product-overview/) or book a [free live demo](https://calendly.com/kommo-sales/demo?month=2022-10). ## Related - [WhatsApp Business overview](/whatsapp-business-overview.md) - [WhatsApp Marketing Messages API overview](/whatsapp-marketing-messages-api-overview.md) - [WhatsApp Business API sunsetting](/whatsapp-business-api-sunsetting.md)