For your Kanal automations to run without interruption, you need to understand a fundamental Meta rule: a phone number can only be tied to one type of WhatsApp account at a time.
If you use a number for the WhatsApp Business API through Kanal, you can no longer use it in the WhatsApp app on your smartphone.
Unlike an email account that you can open on several devices, a WhatsApp number is "anchored" to a single technology.
If you try to connect your API number to a mobile app (personal or Business), you will immediately disconnect Kanal and instantly interrupt all your running automations.
It is easy to get lost, but each version has a very specific use:
Use: Private conversations with your friends and family.
Interface: Only through the standard mobile app.
Limits: No automation, no mass broadcasts.
Use: For very small businesses that handle their conversations manually.
Interface: Only through the "WhatsApp Business" mobile app.
Limits: Manual management, no integration with tools like Shopify or Klaviyo.
Use: The professional version built for growth and large-scale automation.
Interface: Has no mobile app. It works exclusively through partner software like Kanal.
Benefits: Abandoned cart automation, order tracking, AI Agent, and multi-agent management.
To keep your WhatsApp marketing running smoothly:
Dedicate a number: Use a phone number reserved exclusively for Kanal (WhatsApp Business API).
Do not download the app: Once the number is connected to Kanal, do not try to activate it on your phone. All your conversations are now handled from the Kanal Inbox.
Check the status: If you get a disconnection notification in Kanal, check that nobody on your team tried to connect the number through a mobile app.
Note: All your customer conversations are managed exclusively from your Kanal dashboard. This lets you centralize your replies and collaborate as a team on the same number without any technical risk.
