How to supervise your business's WhatsApp without changing phones
In many businesses WhatsApp is where selling, collecting and support happen, and still the person running the team barely sees it. The work lives on each person's phone.
Published 3 November 2026
Why a business's WhatsApp is hard to see
Every salesperson, every support agent, every person on the team uses their own number on their own phone. The conversations with customers live there: orders, quotes, payments, questions. For whoever runs the team, that information is invisible unless someone reports it.
The classic way out was to connect a number to a platform. It worked, but at a price almost nobody wanted to pay: the number stopped working in the phone's app. A salesperson will not hand over the number customers have written to for years, so most teams never connected anything.
What changed: Meta's Coexistence
Meta introduced Coexistence: the same number works in the WhatsApp Business app on the phone and, at the same time, on a connected platform. Messages sync both ways. The person keeps chatting where they always did; the company gains visibility. We have a full guide in WhatsApp Business Coexistence: what it is and how to connect.
What you can see and do once connected
- See the conversations of each line: who each person is talking to and where each customer stands.
- Reply from the same line, meaning the number the customer already knows, not an unfamiliar brand number.
- Ask questions of the data: for example how much was ordered this week, or which customers have gone days without a reply.
- Organise with tags and fields: customers end up classified so you can filter them later.
What does not change
The salesperson keeps their phone, their app and their book of customers. The connection is official, through Meta, and made with each person's consent. If you want, a contact can be excluded so it never appears in the system: meant for personal chats that should not be seen.
How to start without risk
You do not need to connect the whole team on day one. Connect one line, look at how the conversations appear, and decide from there. You start with a free trial and the process takes a few minutes; per-line costs are on the pricing page. If you later want to go further, our article on AI employees for WhatsApp explains how to add automatic help without losing control.
Start with a single line
Connect one salesperson's number, try it free and see their conversations in Frepi. Their phone stays exactly as it is.
Connect my first line →→ AI employees for WhatsApp: what they can do alone and what they should not