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Unified Messaging
Considerations and Limitations for Migrating a WhatsApp Business Account or Number

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Considerations and Limitations for Migrating a WhatsApp Business Account or Number

Before migrating your WhatsApp Business Account (WABA) or number, review these considerations and limitations.

Available in: Lightning Experience

Available in:

  • Enterprise and Unlimited Editions for Service Cloud
  • Growth or Advanced Editions Marketing Cloud Next
  • Pro+, Corporate+, and Enterprise+ Editions for Marketing Cloud Engagement
  • To be eligible for migration, a WABA can only have one phone number associated with it, past or present. If a second phone number was previously associated with the WABA but later deleted, the WABA is ineligible for migration.
  • You can only migrate a WABA or phone number once. After a WABA or phone number has been migrated from a business service provider, Marketing Cloud Engagement or Service Cloud WhatsApp integration to Unified Messaging, it can't be used in a different Salesforce WhatsApp integration. It also can't be migrated back to its original channel.
  • It can take up to 24 hours to migrate templates from one WhatsApp Business Account to another. For help migrating templates before you've registered a phone number in the receiving account, open a support case for assistance.
  • To minimize downtime that can occur during a migration, we recommend migrating your channel during a low-traffic time.
  • When you migrate to a unified WhatsApp channel from an enhanced WhatsApp channel or WhatsApp-First channel, your messaging history and channel settings from the previous channel are preserved. Customers don't see any changes in their WhatsApp chat with you. If a customer messaged with you both before and after the migration, they see all messages in the same chat.
  • 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.
    • Log in to Meta Business Manager as an admin.
    • Select your WABA and enter WhatsApp Business Manager.
    • In the settings of the phone number that you're migrating, turn off two-step verification.
    • Click the link in the email verification sent by WhatsApp.
 
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