Migrate to Unified WhatsApp

In Unified Messaging, service and marketing interactions occur in a single channel. If you’re already interacting with customers in a WhatsApp channel created in Digital Engagement (Service Cloud), a WhatsApp-First channel in Marketing Cloud Engagement, or via another business service provider, migrate your channel to Unified Messaging to access Unified Messaging features. After migration, your existing message templates are available in Unified Messaging.

Available in: Lightning Experience

Unfied Messaging for SMS is available in: Salesforce Enterprise and Unlimited Editions for Service Cloud AND Enterprise and Unlimited Editions with Marketing Cloud Next Growth and Advanced Editions

Unified Messaging for WhatsApp is available in: Enterprise and Unlimited Editions for Marketing Cloud Engagement Growth and Advanced Editions

Not supported in Government Cloud Plus

Important When you bring a WhatsApp number from a Digital Engagement or Marketing Cloud Engagement channel to a unified channel, it’s a one-way move. You can’t move the number back to its original channel. You also can’t migrate from a standard WhatsApp channel to a unified channel. Instead, migrate first from standard to enhanced WhatsApp, and then migrate to a unified channel.

To migrate your number, you must meet the customer requirements for Migrating Phone Numbers Between WhatsApp Business Accounts via Embedded Signup (Meta). To confirm that you meet these requirements, view the settings for your WhatsApp Business account (WABA) in Meta Business Manager or ask your business service provider.

1. Contact your account executive to discuss moving to Unified Messaging. They can verify that you have the right number of entitlements to support your messaging activity.
2. If you want to migrate a number that was previously in use in Service Cloud Digital Engagement, verify in WhatsApp Business Manager that the number’s WABA isn’t associated with another phone number. If the WABA is (or has ever historically been) associated with multiple phone numbers, you can’t complete the migration. In other words, if there were two numbers associated with your WABA but you removed one, the migration will fail due to the historic association with both numbers.
3. If you’re migrating your number from another business service provider (BSP) and can’t access your original WhatsApp Business account, ask the BSP to turn off two-step verification for your number. Contact WhatsApp if you’re not sure who your previous BSP was. If you do have access to your original account, do it yourself.
   1. Log in to Meta Business Manager as an admin.
   2. Select your WABA and enter WhatsApp Business Manager.
   3. In the settings of the phone number that you’re migrating, turn off two-step verification.
   4. Click the link in the email verification sent by WhatsApp.
4. In Setup, enter WhatsApp in the Quick Find box and select Your Numbers under WhatsApp.
5. Click Add Number.
6. Follow the prompt to migrate or add the number.
   1. For a new number, select Create a WhatsApp Business account . Don't delete the number for your existing WABA.
   2. For an existing Marketing Cloud Engagement Number, select Use a Marketing Cloud Number. Use a new WABA during sign-up., but don't delete the number for your existing WABA.
   3. For an existing Service Cloud Digital Engagement, select Use a Digital Engagement number.
   4. For an existing number select, Bring a number from somewhere else. Use a new WABA during sign-up, but don't delete the number for your existing WABA.
7. Manage your app connections on the Your Numbers page.
   • If you’re migrating a number from Digital Engagement, connect Marketing Cloud Engagement to your unified channel so the channel can also support marketing interactions.
   • If you’re migrating a number from Marketing Cloud Engagement, connect Digital Engagement to your unified channel so the channel can also support customer service interactions.
8. Complete the remaining channel setup steps for your unified channel. After you're redirected to the Numbers page in Salesforce Setup, select the new WABA and the migrated phone number along with the associated Marketing Cloud Engagement EID or MID.
9. Select the number and click Configure to set up your Opt-in keywords and Opt-in Confirmation Message. Then, click Activate.
10. Complete the remaining channel setup steps for your unified channel, including setting a default application to receive messages. See Set Up a WhatsApp Unified Messaging Channel.

• Add a Phone Number After WhatsApp Business Account Migration
  To reduce the downtime associated with migrating a WhatsApp Business Account (WABA) and a phone number at the same time, migrate just the WABA first. When you choose to add a phone number later, template migration can begin within a few hours of WABA migration. If you migrate a phone number with your WABA, template migration can take 1-2 days.