WhatsApp offers two different business products: the WhatsApp Business App and the WhatsApp Business API (also called the WhatsApp Business Platform). While both allow you to communicate with customers via WhatsApp, they are designed for different business needs and offer different capabilities:
With the WhatsApp Business API, businesses can connect WhatsApp to Superchat and communicate with customers at scale. This enables features such as a shared inbox, automations, and integrations with other tools. This is the option used to connect WhatsApp to Superchat.
The WhatsApp Business App, on the other hand, is designed for small businesses that mainly want to communicate 1:1 with customers directly through the mobile app. It is best suited for businesses with low message volume and limited need for automation or multi-user access.
It is also possible to use the WhatsApp Business App and the WhatsApp Business API at the same time via WhatsApp Coexistence, but only if the number has not already been connected to the WhatsApp Business API. While WhatsApp Coexistence is possible, we generally recommend using a direct WhatsApp Business API connection without Coexistence for the most stable setup, unless the WhatsApp Business App features are essential for your business.
WhatsApp Business Platform (API)
The WhatsApp Business API / Platform is designed for businesses that want to scale WhatsApp communication and connect WhatsApp to professional tools. The API is not a standalone app, it must be connected via a provider such as Superchat.
With the WhatsApp Business API in Superchat, you can:
Use WhatsApp with multiple team members in a shared inbox
Set up automations (e.g. lead capture, routing, FAQs)
Use AI Agents and chat workflows
Connect WhatsApp to other tools such as CRMs and booking systems
Send WhatsApp template messages (e.g. reminders, updates, campaigns)
Access reporting and conversation insights
This is the recommended setup if you want to use WhatsApp professionally with a team and automations.
You can also use Click-to-WhatsApp Ads to draw attention to your WhatsApp channel, reaching customers on Facebook and Instagram with these advertisements.
WhatsApp Business App
The WhatsApp Business App is a free app designed for small businesses. It works similarly to the private WhatsApp app but includes business features such as:
A business profile (opening hours, website, address)
Quick replies and greeting/away messages
Labels to organise chats
Product catalogue
It is ideal if you mainly manage customer communication manually from a phone and don’t need advanced automations or multiple team members working in the same inbox.
When to consider Coexistence
As mentioned, we generally recommend fully migrating to the WhatsApp Business API. However, utilising WhatsApp Coexistence can be beneficial if you want to be able to:
Use both app and API in parallel. With Coexistence, you don’t have to choose one or the other — both can be active with the same number.
Keep your chat history in the app. Because the number doesn’t need to be removed from the WhatsApp Business App, your existing chat history remains available there.