f you’ve recently onboarded your WhatsApp number to Coexistence (Coex) and notice that your previous chat history is not appearing yet, it’s likely because the chat history sync process has not been completed.
Why This Happens
After onboarding, WhatsApp needs to sync your existing messages from your mobile app to the Coex platform. This process requires your WhatsApp to be actively connected.
Steps to Ensure Successful Chat History Sync
Keep Your Data Connection On
Make sure your phone has a stable internet connection (Wi-Fi or mobile data).
Avoid switching off your data during the sync process.
Keep Your WhatsApp Mobile App Open
Open WhatsApp on your mobile device and keep it running in the foreground as much as possible.
This allows the sync to proceed without interruptions.
Confirm the Sync on Your Mobile App
You will receive a confirmation pop-up in your WhatsApp mobile app to begin chat history sync.
Tap “Confirm” to allow the sync to start.
Wait for Completion
Depending on the volume of your past chats, the sync may take anywhere from a few minutes to several hours.
Avoid logging out of WhatsApp or turning off your device until the sync is complete.
Tips for a Smooth Sync
Keep your phone charged and connected to a reliable network.
Avoid force-closing the WhatsApp app during sync.
If you miss the confirmation pop-up, restart your WhatsApp app to trigger it again.
Need Help?
If your chat history is still not syncing after following the above steps, please contact our support team with:
Your WhatsApp number
The time you started onboarding
Screenshots of any errors or missing chats
We’ll investigate and help you complete the sync process.
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