This setup allows a single number to work both in the WhatsApp Business mobile app and in Botmaker, ensuring continuity and efficiency in communication with your customers.

Before and now

Main benefits

Combine human and automated attention. Keep the closeness of direct contact through your phone without giving up the efficiency of bots.

Preserve valuable information. Contacts and message history are automatically migrated (up to 6 months back).

Real-time synchronization. Conversations update in both spaces without losing continuity.

Greater operational capacity. Manage higher message volumes without compromising response quality.

Simple adoption. Enjoy the benefits of automation without changing the usual way of working from your phone.

What changes in the features

Connection process

To start using your WhatsApp Business account simultaneously with Botmaker, follow these steps:

Log into your Botmaker account and go to Settings > Channels > WhatsApp.

Click Add WhatsApp account.

A new window with Meta’s official form will open. Log in with your Facebook Business username and password.

Once inside, select or create your Business Portfolio. This portfolio groups the WhatsApp accounts you manage.

In the next step, choose one of the following options:

4. • Create a new WhatsApp Business account, or
     
   • Connect an existing account.

To enable simultaneous use from your phone and the platform, make sure to check the option “Connect with a WhatsApp Business app.”

Enter the phone number you want to connect. It’s important that it’s the same number you currently use in your WhatsApp Business app.

Scan the QR code shown on screen with your phone. In your WhatsApp Business app, you’ll receive a message to scan the code. Point your camera at the QR code, authorize the connection from your phone (it may request your fingerprint or configured security method), and confirm whether you want to share the information and chats from the past 6 months.

Once the scan is complete, return to Botmaker and confirm the connection. You’ll see a message indicating that your account is being connected.

Select the connected number and finish the setup by entering the account name and time zone.

From this point on, you’ll be able to reply to messages from your phone or from Botmaker, keeping full synchronization between both.

Usage recommendations

• Use your phone for follow-up conversations that require immediate attention.
  
• Manage automated responses, templates, and metrics from Botmaker.
  
• Maintain consistent communication: if you reply from your phone, the history will update in the platform.
  
• Keep in mind that some new conversations might not appear if Meta detects suspicious or spam-like behavior.
  
• Remember that your phone remains the main contact point. If your phone is turned off or offline, messages may not sync immediately in Botmaker.
  
  

Frequently asked questions

If I reply from my phone while the bot is active, does it stop automatically?

Yes. The bot pauses when the user replies to a message sent from the phone. This way, the flow prioritizes the human conversation.

Can I start conversations from my phone?

Yes. You can send new messages from your phone or start conversations using templates from Botmaker.

Can I use the app on multiple phones at the same time?

No. The WhatsApp Business app allows only one main session on a mobile device.

Can I activate this setup on a line I already use in Botmaker?

No. It’s available only for new lines or new configurations.

What happens if a conversation doesn’t appear in Botmaker?

Some new conversations might not show up in the platform if Meta detects suspicious or spam-like behavior.

Can I still use WhatsApp Business tools (labels, automated messages, quick replies)?

Yes. You can continue using them on your phone as usual.

Do I lose my contacts or history when I start using this mode?

No. You can choose to migrate contacts and messages from up to 6 months ago.

Can I send templates from my phone?

No. Templates are sent from Botmaker. From your phone, you can send 1:1 messages at no cost.

What happens if two people try to reply to the same customer — one from Botmaker and one from the phone?

The conversation syncs in real time, so both will see updated messages. It’s recommended to coordinate service shifts to avoid overlap.

What type of customers can use this mode?

It’s designed especially for new customers or companies starting to automate their conversations without losing the use of the phone.

If a conversation starts from the phone, does it count as a session?

Yes. Regardless of the channel through which it begins, it counts as a session.

Can group chats be replied to from the platform?

The Botmaker platform doesn’t support group chats. To reply or interact in a group chat, you must do so from your phone.

Is there a limit to the number of accounts that can be connected with the WhatsApp Business App?

No, there’s no limit to the number of accounts that can be connected.

Do files sent or received from the phone also appear in the platform?

Yes. All files sent or received from the phone appear in the platform, and all files sent or received in the platform appear on the phone.

Coexistance

Coexistance
Coexistence

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