Hi BotSailor team,
We’d like to request a feature for WhatsApp numbers connected through Embedded Signup with Coexistence.
The problem
One of our clients connected their WhatsApp Business app number through Coexistence and chose to share their chat history during the flow. After connecting, no past chats or contacts appeared in BotSailor. The Live Chat inbox and subscriber list started empty, so their agents have no context on existing customers.
What Meta supports
Meta provides an official API to import the business’s contacts and up to 6 months (180 days) of 1:1 chat history. Both calls go to the same endpoint:
POST /<PHONE_NUMBER_ID>/smb_app_data
- Contacts: {“messaging_product”: “whatsapp”, “sync_type”: “smb_app_state_sync”}
- History: {“messaging_product”: “whatsapp”, “sync_type”: “history”}
The data then arrives through the “smb_app_state_sync” and “history” webhooks. History is sent in phases and chunks, with a progress value from 0 to 100.
Important rules from Meta:
- Both calls must be made within 24 hours of onboarding.
- Each call can be made only once. To run it again, the business must disconnect and reconnect.
- Group chats are not included. Media IDs are provided only for the last 14 days.
- If the business turned history sharing off, the history webhook returns error 2593109.
What we’re requesting
- Subscribe to the “history” and “smb_app_state_sync” webhook fields for Coexistence numbers.
- Call both sync requests automatically as soon as Coexistence onboarding finishes. It can’t be a manual “fetch later” option, because of the 24-hour, one-time limit.
- Import contacts into Subscribers, and import past chats into Live Chat under the right subscriber, in the correct order and direction.
- Imported messages should not trigger bot flows, AI replies, notifications, or open a 24-hour window.
- Show the sync status on the account page: In progress (%), Completed, Declined by business (2593109), or Failed.
Already-connected clients
Clients who connected before this feature can’t import history, because their 24-hour window has passed. Once the feature is live, they can disconnect in the WhatsApp Business app, reconnect through BotSailor, and choose “Share chats”.
Why it matters
Coexistence is mostly used by small businesses that already have customers and chats on the WhatsApp Business app. Wati, Chakra, Zoho Desk and GoHighLevel already offer this import, and our clients are asking for it.