> ## Documentation Index > Fetch the complete documentation index at: https://docs.getnexor.ai/llms.txt > Use this file to discover all available pages before exploring further. # WhatsApp Coexistence: messages not showing in the WhatsApp Business app > Why messages Nexor sends cannot show in the WhatsApp Business app on the phone with Coexistence, what syncs in each direction, app version 2.24.17, WhatsApp for Windows placeholder text, what is not synced, and what to send support. What syncs between Nexor and the WhatsApp Business app when a number uses Coexistence, and what to check when a message is missing on one side. Last verified: 2026-10-07. ## The short answer | Question | Answer | | - | - | | Should messages Nexor sends show in the WhatsApp Business app? | Yes. With Coexistence, WhatsApp mirrors messages in both directions: messages Nexor sends show in the app, and messages you send from the app show in Nexor. This includes templates and the agent's replies. | | Should messages I send from the phone show in Nexor? | Yes. They show in the lead's conversation in Nexor, marked as sent by a person. | | A message shows **Delivered** or **Read** in Nexor but not in the app. Did the lead get it? | Yes. Delivered and read come from WhatsApp itself. The lead received it. Only the copy in your app is missing. | | Can Nexor force a message to show in the app? | No. WhatsApp copies the message into your app. Nexor has no control over that copy and gets no signal that it happened. | | Is it caused by the display name not being approved yet? | No. A pending display name limits how many conversations you can start per day. It does not hide delivered messages from the app. | | Does old chat history sync? | Only once, when you connect the number and choose to share chat history. It cannot be synced again later without reconnecting. | ## Why a message Nexor sent is not in the app Check these in order. The first two cause most cases. | Cause | How to check | Fix | | - | - | - | | The WhatsApp Business app is out of date | On the phone, open the app store page of **WhatsApp Business** and check the version. Coexistence needs version **2.24.17 or later**. | Update the app on the phone and check the chat again. | | You are looking on a linked device, not on the phone | Ask the team where they read chats: WhatsApp Web, WhatsApp for Windows, a tablet, or the phone. | Check the same chat on the **phone** that scanned the connection QR code. **WhatsApp for Windows** and **WearOS** show placeholder text that says to view the message on the primary device, instead of the message. | | The message type does not sync | See the table below. | Use a supported type, or read that message in Nexor. | | The connection between the app and WhatsApp's platform is broken | Messages from the app also stop showing in Nexor, or the app no longer shows that it is connected to a business platform. | See [WhatsApp troubleshooting](/docs/en/guides/whatsapp/troubleshooting), section **Connect WhatsApp Business (coexistence)**. | If the app is up to date, you checked on the phone, and Nexor messages still do not show, contact support with the details listed at the end of this page. ## What does not sync These are not supported for a Coexistence number and do not show on the other side: | Not synced | What to do instead | | - | - | | Group chats | Use one-to-one chats. Nexor works only with one-to-one chats. | | Disappearing messages and view once messages | Send a normal message. | | Live location | Send a fixed location or an address. | | Broadcast lists | They become read-only in the app. Send campaigns from Nexor with an approved template. | | Voice and video calls on WhatsApp | Use Nexor phone calls, or call from the app outside Nexor. | ## How to test the sync 1. Use your own phone as a test lead, and write to the business number from it so the 24-hour window is open. 2. In Nexor, send that test lead one free-form message from **Inbox**. A manual message from Inbox can take ownership of the conversation away from the agent, so do not test on a real lead. 3. On the **phone**, open the same chat in the WhatsApp Business app and wait up to one minute. 4. From the phone, reply in the same chat. 5. In Nexor, open the lead's conversation and check that the reply shows. | Result | Meaning | | - | - | | Both messages show on both sides | Sync works. The missing message was on another device or was an unsupported type. | | The phone reply shows in Nexor, but the Nexor message is not in the app | Only the Nexor to app direction fails. Update the app first. If it is up to date, contact support. | | Neither direction works | The connection is broken. Reconnect the number. | ## What to send support Include all of this so the case can go to WhatsApp without a second round of questions: * The WhatsApp number, with country code. * The lead's number and the date and time of one missing message, with your timezone. * Whether Nexor shows that message as **Sent**, **Delivered** or **Read**. * The WhatsApp Business app version on the phone, and the phone model. * Where you looked: the phone, WhatsApp Web, WhatsApp for Windows, or another device. * A screen recording of the chat on the phone. Related: [Connect WhatsApp](/docs/en/guides/connecting-whatsapp), [WhatsApp troubleshooting](/docs/en/guides/whatsapp/troubleshooting). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.