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Use Sonar with the WhatsApp Business app

Already chatting to customers in the WhatsApp Business app? Connect that same number to Sonar. You keep the app, your number and your chats, and add broadcasts, the AI Agent and a shared inbox. Meta calls this coexistence.

About 10 minutes, with your phone in your hand.

How it works

  • One number, two places. Messages from customers show in the app on your phone and in Sonar's Inbox. Reply from whichever is easier.
  • Both sides see everything. Replies you type in the app show in Sonar, marked WhatsApp app, so your team knows they're answered. Messages sent from Sonar show in the app.
  • Sonar adds what the app can't do: broadcasts to thousands of people with approved templates, flows, event invites, and the AI Agent and Copilot.
  • Copilot learns from the app too. If Copilot has a suggestion waiting and you answer that person from the app instead, Sonar takes your reply as the answer, clears the suggestion and learns from what you changed.

Before you start

  • The WhatsApp Business app, version 2.24.17 or newer. Update it from your app store first. The normal WhatsApp app (not Business) can't be connected this way.
  • Your phone with you. You confirm the connection in the app, and the app should stay open while your chats sync.
  • A Facebook login for the business. Meta asks you to sign in and pick or create your business portfolio.
  • Your country. South African and UK numbers both work. If Meta doesn't offer your number the option yet, connect a separate number instead.

Step by step

1. Start in Sonar

Go to WhatsApp numbers and press + Add a number. Under The number in your WhatsApp Business app, type your number with the country code, for example +27 82 123 4567, and press Connect existing number.

2. Follow Meta's steps

A Meta window opens. Sign in with Facebook, choose your business portfolio, and follow the steps. When it asks, open the WhatsApp Business app on your phone and confirm. Meta also asks whether to share your chat history: say yes if you want your past chats in Sonar.

Press Finish, then come back to the Sonar tab and wait. Don't close it.

3. Let it sync

Sonar shows Connected and starts copying your contacts and chats. Keep the app open on your phone while it does. Recent chats arrive first, older ones over the next while.

  • Contacts: everyone in the app who has a WhatsApp number.
  • Chats: up to the last 6 months, if you chose to share them. Photos and files only come across for the last 14 days.
  • Groups don't sync. Group chats stay in the app only.

The sync happens once, when you connect. If you said no to sharing history, the only way to bring it in later is to disconnect and connect again.

4. Check it works

  1. Message your business number from another phone. Check it shows in the app and in Sonar's Inbox.
  2. Reply from the app. Check the reply shows in Sonar, marked WhatsApp app.
  3. Reply from Sonar. Check it shows in the app and arrives on the other phone.

Under WhatsApp numbers, your number now shows Also on WhatsApp Business app.

What changes in the app

Most of the app works as before, including editing and deleting messages, calls, your catalogue and your business profile. Meta switches off a few things on connected numbers:

  • Broadcast lists: you can't make new ones, and old ones become read-only. Send broadcasts from Sonar instead, with your contacts and templates.
  • Disappearing messages, view once and live location are off in one-to-one chats.
  • Linked devices are signed out when you connect. Link them again afterwards (up to 4). WhatsApp for Windows isn't supported on connected numbers, and messages sent from it don't reach Sonar, so use the phone, WhatsApp Web or Sonar instead.
  • Your business name is changed in the app, under your business profile, not in Sonar.

Staying connected

Open the WhatsApp Business app on your phone at least every two weeks. If the phone app isn't used for about 14 days, Meta disconnects the number from Sonar, and you'd need to connect it again. A linked device that isn't used for about 30 days is signed out on its own.

What it costs

  • Messages you send from the app stay free, as they are today.
  • Messages sent from Sonar (broadcasts, templates, replies and the AI Agent's replies) are charged like any WhatsApp business message, at Meta's rates. Meta gives each number 1,000 free replies a month. See WhatsApp pricing in South Africa.
  • Your Sonar trial (50 contacts and 250 messages, with replies you type free) only counts the contacts you add in Sonar, the messages you start there and AI-drafted replies. Replies you type, your synced contacts and the messages you send from the app don't use it up.
  • Team members on their own number: a staff member can connect their own WhatsApp Business app number as an agent number, R499 a month each, with AI replies on Standard included.

Disconnecting

In the WhatsApp Business app, go to Settings → Account → Business Platform → Disconnect Account. From then on, Sonar can't send or receive messages on that number. Your chats stay in the app, and what was already synced stays in Sonar. To connect again later, start from step 1.

Need a hand?

Email support@whats-hub.co.za and we'll help you connect your number.

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