Transfer a WhatsApp Phone Number Between Business Units in Marketing Cloud Engagement (Meta)

If you’re using WhatsApp-First Business Messaging, you can move a WhatsApp phone number from a Marketing Cloud Engagement business unit to another business unit. If you’re using Sinch, you can’t transfer a phone number to a WhatsApp-First business unit. Before you can transfer a phone number, you must delete the phone number from the business unit. After you complete transferring the phone number, all active journeys for the business unit originally using the phone number fail.

1. Delete the WhatsApp phone number from the original business unit.
   1. Log in to the business unit associated with the WhatsApp phone number.
   2. In the app switcher, from the Mobile Studio dropdown list, select WhatsApp.
   3. In the business account’s dropdown list, select Phone numbers.
   4. If prompted, log in to the Facebook account associated with your business.
   5. In WhatsApp Business Manager, under Phone Numbers, click the icon for the phone number that you’re transferring.
      You must delete the phone number from this business unit before you can use it in another business unit.
   6. Refresh the page, and log out of the business unit.

      After refreshing the page, all active journeys using the phone number in the first business unit fail.

2. Set up your new WhatsApp business account.
   You can’t use an existing WhatsApp business account.
   1. Log in to the business unit that you want to add the WhatsApp phone number to.
   2. In the app switcher, from the Mobile Studio dropdown list, select WhatsApp and then click Add Account.
   3. In the Facebook window, log in to the Facebook account associated with your business.
   4. Let your Salesforce WhatsApp business account access your Facebook account information by clicking Continue.
   5. To register and connect your WhatsApp business account to Salesforce.com, click Get Started.
   6. To share account and billing permissions, click Continue.
   7. Select the Meta business account that you want to transfer the phone number to, and click Continue.
   8. Select Create new WhatsApp Business Account.
   9. Enter a name for your WhatsApp Business account, and select a time zone.

      The time zone is used for billing and analytics.

   10. Click Continue.
       Your information is verified, and your account is set up.
3. Add the WhatsApp phone number to another business unit.
   1. Click Continue to Step 2.
   2. Enter the WhatsApp display name for your business, and click Continue.
   3. Choose a category for your business. Optionally, provide a business description.
   4. Click Continue to Step 3.
   5. Enter the phone number that you’re transferring.
   6. Choose a verification method, and click Send Code.
   7. Enter the verification code, and click Verify.
   8. To complete the registration, click OK.
   9. To remove the old WhatsApp business account and phone number from the Engagement records for the original business unit, contact Salesforce Support.