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.
The golden rule: one number, one use
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.
The 3 types of WhatsApp accounts
It is easy to get lost, but each version has a very specific use:
1. Personal WhatsApp 📱
Use: Private conversations with your friends and family.
Interface: Only through the standard mobile app.
Limits: No automation, no mass broadcasts.
2. WhatsApp Business (App) 🏢
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.
3. WhatsApp Business API (Kanal) 🚀
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.
In short: what should you do?
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.