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Coexistence means connecting the WhatsApp someone already works from, so Trama can read and store what’s said there. Nobody changes number or app: the sales rep keeps selling from their usual phone, and the board fills itself with what happens in those conversations. It’s what makes sales rep tracking and automatic status updates possible. Available on Pro and Business plans.
The agent doesn’t reply there. On a coexistence number a human is doing the talking and Trama only watches and records. The one that answers on its own is the Inquiry Agent, and it lives on your agency’s number, not the rep’s.

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What gets stored

From that phone’s one-to-one chats:
  • The text of every message, with date, direction, and whether the person typed it on the phone or it went out through the API.
  • Photos, audio, video and documents, copied to our storage. They are not transcribed.
  • The phone number, name and profile picture of each person on the other end.
  • The list of numbers that WhatsApp has been in contact with.
  • Up to 6 months of history from before the connection: Meta replays it on connect.
Every one-to-one chat comes in, not just the work ones. Trama doesn’t tell a customer apart from a relative: everything on that phone comes in. That’s why the notice is read and accepted by the person who owns the phone, and nobody can accept it for them — not even the account owner.

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What doesn’t get stored

This isn’t a Trama limitation: it’s what Meta doesn’t share over this channel.
Old attachments don’t come through. Past a certain age Meta delivers the message but no longer the file. The window it states is 14 days, but we measured an 8-day-old audio it refused as well: treat 14 days as a ceiling, not a guarantee.What it means in practice: in a test with 1,489 messages of history, 54 arrived without their file — 3.7%. In Trama each message says whether its file made it, so a gap is distinguishable from a conversation that never happened.

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What changes on the person’s phone

On activation, Meta turns off disappearing messages and “view once” in ALL of that phone’s one-to-one chats, and turns off broadcast lists. Groups and calls stay the same.It’s a change to somebody’s own device: we don’t control it, it can’t be undone from Trama, and it has to be clear before switching it on, not after.

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How it’s switched on

From Team → Members, opening the person’s record. There are two paths, and the difference isn’t cosmetic: Meta’s screen asks for permission over one person’s WhatsApp account, so only that person can accept it.
Meta’s screen opens right there. You read the notice, tick the box and connect.Meta shows its own QR code inside the flow to pair the WhatsApp Business app, so it works fine from a desktop.
The emailed link works for whoever opens it. Whoever opens that link connects their phone in the slot of the person it was sent to — it has happened, and the wrong number replaced the right one for hours.The rule, stated positively: each person opens their own link, from their own phone. Don’t forward it and don’t open it yourself to help. If it went to the wrong address, discard the activation from the member’s record and start over.
While the request is unaccepted, the record shows the activation as Waiting: there’s no number yet, nothing is captured and nothing is charged. From there you can resend it or discard it.

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How current what you see is

It isn’t read live. We copy what’s said on each phone every 15 minutes, so the latest messages can take a while to show up. In exchange, what’s copied stays even if the phone is disconnected later. The first backfill of a freshly connected phone takes about a minute and brings in the 6 months of history.

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Who can see it

It’s someone’s personal WhatsApp, so access isn’t inherited from the role: it’s restricted on purpose.
Admins seeing none is a decision, not a forgotten permission. There’s no notion of a “team” inside an agency today: an Admin administers the whole agency, so handing them this screen would mean letting them read every colleague’s personal WhatsApp. The rest of the permissions are in Roles and permissions.
Observed conversations are read in Team → Coexistence. It’s read-only from there: you don’t reply from someone else’s number.

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How it’s billed

A coexistence number doesn’t consume a channel from your plan: it’s counted separately, on its own meter, and billed as an add-on. And it doesn’t count twice. While the phone is in coexistence it stops taking up a Trama Agent on reps’ WhatsApp slot: it’s a single device, and the person keeps getting notifications and talking to the Trama Agent on that same number. Prices are at trama.so/pricing, and everything else your plan counts is in Plans.

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How it’s switched off

Only the person holding the phone, from their WhatsApp Business: Settings → Account → Business Platform → Disconnect. There’s no button in Trama, and that’s not an oversight: Meta doesn’t allow disconnecting a coexistence from outside the phone, and a button that can’t deliver is worse than no button.
The disconnection doesn’t always reach the panel on its own. Verified: after disconnecting from the app, Trama can keep showing the number as connected for quite a while, even though nothing new is coming in. It’s reported to the provider.If you disconnected a phone, tell the account Owner and write to Support so it doesn’t stay listed as connected.
What was already stored, stays. The WhatsApp Business number belongs to the agency, so what was said there is its commercial record: it stays and keeps being read even if the phone is disconnected or the person stops working there. How an account’s data gets deleted is in Privacy and data.