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How to Disconnect Your WhatsApp Business App from Chat ON Desk (Coexistence)
If you’ve connected your WhatsApp Business App with Chat ON Desk using WhatsApp Coexistence and want to disconnect it, you can do so directly from the WhatsApp Business App on your mobile device.
You may want to disconnect if you are:
- Switching to another WhatsApp Business Solution Provider (BSP)
- Stopping your WhatsApp API integration
- Reconnecting your number to Chat ON Desk or another platform
Note: The disconnection must be performed from the WhatsApp Business App. It cannot be done from the Chat ON Desk dashboard.
Before You Start
Before disconnecting, make sure that:
- You are using the WhatsApp Business App (not the regular WhatsApp Messenger).
- Your app is updated to the latest version.
- You have access to the mobile device where your WhatsApp Business account is active.
Step 1: Open WhatsApp Business Settings
- Open the WhatsApp Business App.
- Tap Settings.
- Select Account
Step 2: Open Business Platform
Under Account, tap Business Platform.
Here you’ll see the platform currently connected to your WhatsApp Business account. If you’re using Chat ON Desk, it will appear as the connected business platform.
Step 3: Disconnect the Platform
- Tap the connected platform.
- Review the information displayed.
- Tap Disconnect.
- Confirm your choice when prompted.
The disconnection will be completed in a few moments
What Happens After Disconnecting?
After disconnecting:
- Your WhatsApp Business App will no longer be connected to Chat ON Desk.
- Your chats, contacts, labels, and media will remain available in the WhatsApp Business App.
- You can connect your number to another supported WhatsApp Business Solution Provider if needed.
- You can reconnect Chat ON Desk at any time by completing the Coexistence setup again.
Important Information
- Disconnecting removes only the API connection—it does not delete your WhatsApp conversations or contacts.
- Only one Business Platform can be connected to your WhatsApp Business account at a time.
- If you’re migrating to another provider, ensure your new provider is ready before disconnecting to avoid service interruption.
- To keep WhatsApp Coexistence active, WhatsApp recommends opening the WhatsApp Business App at least once every 14 days.
Troubleshooting
I don’t see the “Business Platform” option
Possible reasons include:
- Your number is not connected using WhatsApp Coexistence.
- You’re using the regular WhatsApp Messenger instead of WhatsApp Business.
- Your WhatsApp Business App is not updated.
Update the app to the latest version and try again.
I can’t disconnect the platform
If the Disconnect option is unavailable:
- Update your WhatsApp Business App.
- Restart the app.
- Try again after a few minutes.
If the issue continues, contact the Chat ON Desk support team.
Frequently Asked Questions
No. Your chats, contacts, labels, and media remain safely stored in your WhatsApp Business App. Only the API connection is removed.
Yes. You can reconnect your WhatsApp Business number to Chat ON Desk at any time by completing the Coexistence setup process.
Yes. Once the current Business Platform is disconnected, your number can be connected to another supported WhatsApp Business Solution Provider.
No. The disconnect process is performed entirely within the WhatsApp Business App under Settings → Account → Business Platform.