Re-pair a WhatsApp Coexistence number to bring in the history

Sometimes the Coexistence history import doesn't complete on the first try: Meta may withhold the history if the request is rate-limited, or if something went wrong during pairing. That doesn't mean you have to start over.

Why it happens

Meta only delivers the history when Omnifox requests it from the API right after pairing, and that request is rate-limited per phone number. If the request fails or collides with an earlier retry, the history stays unimported even though the channel keeps working normally for new messages.

Requirements

• The WhatsApp channel must already be paired and active (new messages flowing in and out normally).
• You may need to wait for the rate limit to reset (e.g., the next day).

Steps

1. Confirm in Channels that the channel shows as active with no errors.
2. Contact Omnifox support, letting them know which channel is affected and that the history wasn't imported.
3. Support retries the contacts + history sync request against Meta for that number.
4. Check the channel's sync indicator again: it should move from "pending" to "importing" and then to "complete".

Example

A channel paired on Monday didn't bring in history due to a rate limit. On Tuesday, after the retry, the indicator flips to "importing" and prior conversations appear over the next few minutes.

Tips

• You don't need to unpair and re-pair the number — that doesn't fix the rate limit and can create duplicate channels.
• New messages keep flowing normally while the history retry is being resolved.

Troubleshooting

If history still doesn't show up after a retry, Meta may simply have no backlog available for that number (for example, if it's a brand-new number with no prior chats).