Migrating a WhatsApp Channel from Another BSP

WhatsApp now allows businesses to migrate their WhatsApp Business API channels between BSPs (Business Solutions Providers). This means that you can bring your current WhatsApp IDs with you when you switch to Salesforce as your WhatsApp Business API solution provider.

While the migration will happen naturally as part of the standard Salesforce WhatsApp Onboarding Process, there are some details that are unique to the migration process that are important to know.

Important Considerations & Requirements:

• Same Business ID on Both Accounts - During the initial setup process with your current BSP, you provided a Facebook Business Manager ID that was used for things like Business Verification. You must use the same BM ID during your setup with Salesforce. Migration will not be possible if the BM ID doesn’t match.
• Ask Your Old BSP to Disable Two-Factor - You must request that your old BSP disable the two-factor pin on any numbers that you intend to migrate. The migration cannot be completed without this step being completed first. You can point them to this article if there is any confusion about your request: Disabling Two-Step Verification
  
  This can be done by following the below steps as well:
  
  1. Load the WhatsApp Business Account (WABA) associated with the phone number in WhatsApp Manager. See WhatsApp Manager, if you have multiple portfolios and WABAs.
  2. Mouseover the menu on the left and navigate to Account tools > Phone numbers.
  3. Use the dropdown menu on the top-right to select the WABA associated with the phone number, if necessary.
  4. Click the phone number's settings (gear) icon.
  5. Click Two-step verification.
  6. Click Turn off two-step verification.
  
  
• Business Verification/Review Must be Completed/Approved on Both Accounts - During the WhatsApp Business API Enablement Process, there is a Business Verification step. This must be completed and approved on both your old WABA (WhatsApp Business Account) and the new Salesforce WABA you are migrating to.
• You Will Need to Complete a PIN Verification - In order to complete the migration process, you will need to be able to receive a 6 digit PIN code via voice call or SMS to the number you are migrating as a proof of ownership. This call/text will need to go to that specific number, so please plan for circumventing any IVRs or other roadblocks to completing that call. Please Note: WhatsApp’s automated PIN system cannot dial numbers or extensions and the call must ring through to a person that is able to relay the PIN code.
• What is Migrated? - Display name, quality rating, messaging limits, official business account status, and high quality approved message templates are all migrated. Message and chat history are not migrated with this process.

Downtime

Until migration is completed by registering the phone number on the destination WABA, the source WABA can continue to send and receive messages without disruption in service. After migration is complete, the destination WABA can start sending messages immediately, without any downtime.

If you are migrating an active channel that is already serving your customers, please let the WhatsApp Enablement team know about any unique requirements regarding timing/scheduling. Your best defense against unintended downtime is to fully configure Digital Engagement and test before completing the migration.
 

Message Template Migration

A phone number’s High quality message templates are maintained throughout the migration process —in practice, they are copied to the destination WABA. These templates do not need to go through review again and can be sent immediately. Copying message templates from source WABA may cause the total number of templates in the destination WABA to go over the limit. This means that new templates cannot be added without deleting existing templates.
Low quality, rejected, or pending templates are not migrated. Any existing message templates in the destination WABA will not be overwritten.