{"id":2852,"date":"2026-10-28T12:00:20","date_gmt":"2026-10-28T12:00:20","guid":{"rendered":"https:\/\/360dialog.com\/blog\/?p=2852"},"modified":"2026-10-28T13:20:58","modified_gmt":"2026-10-28T13:20:58","slug":"whatsapp-coexistence-sync","status":"publish","type":"post","link":"https:\/\/360dialog.com\/blog\/whatsapp-coexistence-sync\/","title":{"rendered":"WhatsApp Business App Messages Not Showing in Your CRM? How Coexistence Sync Works"},"content":{"rendered":"\n

When a business connects its WhatsApp Business app number to a CRM with Coexistence, replies the team sends from the app can be missing from the CRM because it isn’t set up to receive them.<\/strong> WhatsApp doesn’t move replies into the CRM by itself, instead, it sends a notification for each one, and the CRM has to subscribe to collect it. Older chats and contacts can also be copied over, but only once, within 24 hours of connecting, and only if the business allows it.<\/p>\n\n\n\n

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Key Takeaways<\/h2>\n\n\n\n
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  1. Your CRM or automation tool can show every reply your team sends from the WhatsApp Business app, once it subscribes to the copy WhatsApp sends for each one.<\/li>\n\n\n\n
  2. Past one-to-one chats from the last 180 days can come across one time, within 24 hours of connecting, and only if the business agrees to share them in the app.<\/li>\n\n\n\n
  3. Photos, videos, and documents in older chats arrive without the file, because files come through only for media sent in the 14 days before connecting.<\/li>\n\n\n\n
  4. A “message unavailable” error on a customer’s first message is expected, usually clears within seconds, and the message stays readable in the app.<\/li>\n\n\n\n
  5. 360Dialog, an Official Meta Solution Partner, connects your app number to the WhatsApp Business API, and your software and your team then work from the same chats.<\/li>\n<\/ol>\n\n\n\n

    <\/p>\n\n\n\n

    Why Don’t Replies From the WhatsApp Business App Show Up in Your CRM?<\/h2>\n\n\n\n

    App replies go missing in a CRM when the software never subscribed to WhatsApp’s copies of them, or when the business declined sharing while connecting. Checking both settings first can spare you a reconnection.<\/p>\n\n\n\n

    With WhatsApp Coexistence<\/a>, the WhatsApp Business app and the Cloud API<\/a>, Meta’s hosted connection for business software, share one number and keep their chats in sync.[1] Your CRM learns about each message through a webhook, a web address where Meta delivers a notification for every new event. Messages from customers and replies from the app travel as two separate kinds of notification.[2] Software that listens only for customer messages records half of each chat.<\/p>\n\n\n\n

    Start with the subscription: Meta warns that a partner without the extra Coexistence notifications “will miss important webhooks”. Past chats and contacts depend on the business owner, who approves sharing in the app during sign-up.<\/p>\n\n\n\n

    <\/p>\n\n\n\n

    What Syncs Between the App and the API on a Coexistence Number?<\/h2>\n\n\n\n

    Four kinds of data sync on a Coexistence number: new replies from the app, messages your software sends, past one-to-one chats, and contacts. Knowing how each part travels tells you where to look when a chat seems incomplete.<\/p>\n\n\n\n

    Data<\/th>How it reaches your software<\/th>What can stop it<\/th><\/tr><\/thead>
    New replies your team sends from the app or a supported linked device<\/td>A notification for each message, as it is sent<\/td>Software not subscribed to reply notifications<\/td><\/tr>
    Messages your software sends<\/td>They appear in the app automatically<\/td>Nothing to set up<\/td><\/tr>
    Past one-to-one chats<\/td>Batches your software requests once, soon after connecting<\/td>The business declines sharing, or the request comes late<\/td><\/tr>
    Contacts with a WhatsApp number<\/td>One batch on request, then a notification for each change<\/td>The request comes late or is repeated<\/td><\/tr>
    Group chats<\/td>Never synced<\/td>They stay in the app only<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

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    <\/p>\n\n\n\n

    How Do Message Echoes Work?<\/h2>\n\n\n\n

    A message echo is WhatsApp’s copy of a message your team sent from the app, and your software uses it to file that message in the right conversation. With echoes in place, your CRM shows the same thread your team sees in the app.<\/p>\n\n\n\n

    WhatsApp triggers an echo when the business sends a message from the WhatsApp Business app or a supported linked device, edits a sent message, or deletes one.[3] Echoes arrive on the smb_message_echoes<\/code> field, separate from the messages<\/code> field that carries what customers send.<\/p>\n\n\n\n

    Each echo carries the customer’s number, a message ID, a timestamp, and a type. Your software files each echo under that number, and the type tells it what to do. Text, image, video, and document echoes add a message, while edit and revoke echoes change or remove one it already shows.<\/p>\n\n\n\n

    Replies sent from the app do not open or extend the 24-hour customer service window, the period after a customer’s last message in which your software can send free-form replies.<\/p>\n\n\n\n

    <\/p>\n\n\n\n

    How Does Chat History Sync Work, and What Are Its Limits?<\/h2>\n\n\n\n

    Chat history sync copies up to 180 days of one-to-one chats into your software one time, within 24 hours of connecting, if the business agrees to share them. Running it on the first day puts each customer’s background in your CRM before their next reply.<\/p>\n\n\n\n

    Your software starts the sync with one call to Meta’s SMB App Data API: POST \/<BUSINESS_PHONE_NUMBER_ID>\/smb_app_data<\/code> with sync_type<\/code> set to history<\/code>. Meta’s response confirms only that the call was accepted. The history<\/code> webhooks that follow show whether the business shared anything.<\/p>\n\n\n\n

    Five limits decide what your team will see in the CRM.[4]<\/p>\n\n\n\n

    Limit<\/th>Rule<\/th>If it is missed<\/th><\/tr><\/thead>
    Deadline<\/td>Request within 24 hours of connecting<\/td>Error 2593108; the business must offboard and connect again.[5]<\/td><\/tr>
    Number of requests<\/td>One history request per connection<\/td>Error 2593107 on a second call<\/td><\/tr>
    Time span<\/td>Messages sent or received in the 180 days before connecting<\/td>Older chats stay in the app<\/td><\/tr>
    Photos, videos, and documents<\/td>Files come through only for media sent in the 14 days before connecting<\/td>Older media messages arrive as placeholders without the file<\/td><\/tr>
    Business approval<\/td>The owner shares history in the app during sign-up<\/td>One webhook with error 2593109<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

    <\/p>\n\n\n\n

    History arrives in up to three phases counted from the day of connecting: day 0 to 1, day 1 to 90, and day 90 to 180. A phase can come in several chunks that arrive out of order, and a phase with no messages sends no webhook at all. A progress<\/code> value of 100 marks the end of the sync. Store each payload first and process it in the background, because one webhook can describe thousands of messages.<\/p>\n\n\n\n

    A large history or slow webhook processing can stretch the sync to several minutes. It finishes more smoothly when the business keeps the app open.<\/p>\n\n\n\n

    <\/p>\n\n\n\n

    How Does Contact Sync Work?<\/h2>\n\n\n\n

    Contact sync copies every contact with a WhatsApp number from the app into your software, then sends an update each time your team adds, edits, or removes one. Your CRM then shows customers under the names your team already saved.<\/p>\n\n\n\n

    Your software requests it with the same SMB App Data API call, with sync_type<\/code> set to smb_app_state_sync<\/code>. The same rules apply: one request, within 24 hours of connecting. WhatsApp answers with a set of smb_app_state_sync<\/code> webhooks.[6] Each contact entry carries the saved names, the phone number, a timestamp, and an action: add<\/code> for a new or edited contact, remove<\/code> for a deleted one.<\/p>\n\n\n\n

    Later changes need no new request, because every address book edit in the app triggers its own webhook.<\/p>\n\n\n\n

    <\/p>\n\n\n\n

    What Does “Message Unavailable” (Error 131060) Mean?<\/h2>\n\n\n\n

    Error 131060 means a customer’s message could not be passed to your software at that moment, and your team can still read it in the WhatsApp Business app. Treating it as expected behavior keeps your team from chasing a fault in a connection that works.<\/p>\n\n\n\n

    The error arrives titled “This message is currently unavailable.” as an unsupported message on the messages<\/code> field.[7] On Coexistence numbers it appears in two situations:<\/p>\n\n\n\n