Darwin AI does not allow connecting WhatsApp lines with the Coexistence feature (using the same number in the WhatsApp Business app and on the API at the same time). Meta has not yet fixed the failures affecting this type of connection, so we cannot guarantee that the AI will receive and reply to your customers’ messages.
The available connection method is the WhatsApp API.
Meta failures in Coexistence
1) Response blocked by API even when the message is received
What it is: A Meta bug that occurs on lines connected with Coexistence. Even if the customer’s message arrives correctly and the session is open, Meta’s API may reject the send with no apparent reason.
Impact: The AI cannot reply via the API, even when the lead’s message is visible in the conversation.
2) Messages from WhatsApp for Windows don’t generate inbound
What it is: A Meta bug affecting all messages sent from the native WhatsApp for Windows app. These messages don’t generate the inbound/webhook to the line using Coexistence.
Impact: The AI can’t see the messages and can’t reply, even though the lead sees them as “sent”.
If you have questions about how this affects your support flow, contact the Darwin team via the WhatsApp group.