You can migrate your WhatsApp numbers from one WhatsApp Business Account (WABA) to another. This article describes how to migrate your WhatsApp numbers if you're moving to Zendesk from a different Business Solution Provider (BSP), or if you are moving from Zendesk to another Business Solution Provider.
The BSP-to-Zendesk migration process described in this article is also helpful if you connected your WhatsApp numbers before Zendesk introduced the WhatsApp self-service flow in Admin Center and you'd like more visibility into your WhatsApp numbers. The process grants you ownership over your WABA, including access to the insights tool, message templates and number quality rating.
Migrating your numbers carries over the number’s display name, quality rating, messaging limit, official business account status, and any high-quality message templates that had previously been approved.
This article covers the following topics:
Before you start
Before you begin migrating WhatsApp numbers, review the following sections to learn about terminology and requirements related to the migration process:
Key terminology
Understanding the following terms and concepts will help your migration process run more smoothly.
- Meta Business Manager (FBM) is a central space to manage your business on the Meta platform, separate from your personal Facebook profile. You can access your FBM by going to https://business.facebook.com/.
- WhatsApp Business Account (WABA) is similar to a folder in your Facebook Business Manager where the telephone number you added as a WhatsApp Messaging channel to your Zendesk subdomain resides
- Zendesk-hosted WhatsApp Business Account is a WABA hosted by Zendesk. Customers with WhatsApp numbers in a Zendesk WABA do not have access to a WABA through their FBM. Applies to existing Zendesk customers only.
- Self-hosted WhatsApp Business Account is a WABA owned by the customer and accessed through their Meta Business Manager. Customers add their telephone number as a WhatsApp messaging channel to their Zendesk subdomain through the self-service process. Additionally, this WABA is shared with Zendesk.
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Business Solution Provider (BSP) is a third-party company
authorized by WhatsApp to offer API access and support to businesses. BSPs
act as intermediaries, making it possible for businesses to use the WhatsApp
Business API. For example, when you add a number as a WhatsApp messaging
channel in your Zendesk subdomain, Zendesk becomes your BSP.Note: Phone numbers added as a WhatsApp Messaging Channel in your Zendesk subdomain are numbers that have been registered with the WhatsApp Business API platform.
Requirements
Ensure you understand the following requirements before you begin your migration.
- You'll need access to the phone number that you are moving, as you’ll need to be able to receive an SMS or a voice call with a 6-digit verification pin (required by Meta).
- The phone number must be able to receive international phone calls and SMS messages.
- The phone number must not have any IVR (interactive voice response) system enabled at the time of the procedure.
- You must have admin privileges to your Zendesk instance.
- You must have admin privileges to your Meta Business Manager.
Migrating a WhatsApp number from a different BSP to Zendesk
Complete the following process to migrate a WhatsApp number that is in use with another Business Solution Provider to Zendesk.
To migrate WhatsApp numbers to Zendesk
- Submit a request with your current Business Solution Provider to deactivate the two-factor authentication PIN for the number you want to migrate. You can't fully migrate a number until this step is complete.
- Add a WhatsApp channel using the self-service process described in Adding WhatsApp channels to the Agent Workspace.
During this process, use the same Meta Business Manager ID and display name used in the WhatsApp configuration with your current BSP. Using a different Meta Business Manager ID or display name will result in an error and you won't be able to complete the migration process.
If you have questions about this process, contact Zendesk Customer Support.
Migrating a WhatsApp number from Zendesk to a different BSP
To migrate a WhatsApp number from Zendesk to another BSP, file a support request with Zendesk Customer Support. Title your request “Migrate WhatsApp number away from Zendesk” and include the WhatsApp number you want to migrate.
After you receive confirmation from our support team that the two-factor authentication has been removed from the requested WhatsApp number, then you can follow your new BSP’s steps for connecting the WhatsApp number with the new BSP.
Moving a WhatsApp number from a Zendesk-hosted WABA to a self-hosted WABA
Complete the following process to migrate a WhatsApp number from a Zendesk-hosted WABA to a WABA hosted in your Meta Business Manager. Your WhatsApp number might be temporarily unavailable during this process.
- Contact Zendesk customer support and request removal of two-factor authentication (2FA) for the WhatsApp number that you want to move to a WABA hosted within your Meta Business Manager.
- After you receive confirmation from Zendesk support that the 2FA has been disabled, remove the integration from your Zendesk instance. This will take the number offline. To remove the integration, in Admin center, click the options menu next to your WhatsApp number, then select Delete.
- Follow the instructions in Adding WhatsApp channels to the Agent Workspace.
Troubleshooting your migration
Use the following information to help you troubleshoot any problems with your number migration.
- If you request the WhatsApp verification code several times within a short time period, this might lead to the number being restricted. For that reason, we recommend only attempting three times to receive the code. If you are not able to successfully receive the code after three attempts, wait approximately 8 hours and then try again. If the problem persists, check you meet the requirements for migrating. If you're still having problems, contact us.
- Zendesk cannot unblock or unban a Facebook Business Manager, WhatsApp Business Account, or WhatsApp phone number that has been blocked or banned by Meta. However, we can raise an appeal to Meta on your behalf.