Table of Contents

Existing WhatsApp Number Migration

Anna P Updated by Anna P

There are two possible scenarios where a WhatsApp number already integrated in the WhatsApp Business API might be migrated; from a third-party BSP to Landbot or from 360Dialog to Landbot.

Before starting the migration process, there are some prerequisites and other points to keep in mind.

Prerequisites

  1. You need to have full admin access to the Meta Business Manager.
  2. You need to have a Verified Meta Business Manager.
  3. Disable the Two-factor verification of the number. For 360dialog channels, please contact 360dialog to receive further guidance. More info here.
  4. Confirm you can receive an SMS or phone call on the numbers to be migrated. **
  5. The Display name of your number must be Approved. For more info, check the "To turn off the two-step verification” section at the end of this article.
** If you’re using a landline or any other business number with an IVR (Interactive Voice Response), you need to make sure the IVR is disabled or you won’t receive the verification call and won’t be able to continue with the migration process. 

Points to keep in mind when migrating your number:

  1. Template IDs will change: If you have more than one number in your WABA channel, channels that send Message Templates via API will need to update their setups with the new template IDs. If you have just one number, nothing will change. 
  2. Opt-in snippet endpoint will change: Channels that collect opt-ins using the snippet option will have to generate a new snippet and add it to the backend of their website, form, web bot or any other way they are collecting it.
  3. Clients migrating from providers outside of Landbot must have a WhatsApp plan for this process to be completed.

Migrations process:

Prefer watching than reading? Have a look at our Video tutorial!

From your WhatsApp channel section, you'll see the option to add or migrate a phone number, select Migrate phone number:

At this point the system will inform you about features, limitations and details of the migration process, once you're ready select Next:

Here you'll be asked to confirm the pre-requisites previously shared, and make sure you comply before starting the process, otherwise there might be issues/errors later on:

The last step before the process begins will advise you to create a new WABA for optimal performance and remind you that the channel's Display name must be the exact same as the one you had before and approved by Meta before you continue.

If your display name isn’t approved, the migration process will fail, so make sure it’s approved before you initiate the process. 

Click in Connect with Facebook to begin the process. A pop-up window will display, make sure to not have pop-up blockers enabled in your browser:

Up to this point most of the info should come pre-filled with your channel's information. Remember you can create a new WABA or use the one you had before.

As mentioned, your channel's display name must match that of the channel you want to migrate, and it needs to be approved by Meta for the migration to be successful. 

Now, for the phone number verification to be done, you must have access to the SIM card and be able to receive SMS or calls for this process. As already mentioned, make sure that any IVR on your phone is disabled so that you’re able to receive a verification call. 

Or, Get a free WhatsApp number: WhatsApp will generate a +1 555 number to use exclusively for sending messages. It cannot be used to start or receive calls or texts. No verification required.

This option will be available for selected accounts, you'll find more information here:

Once you've typed the phone number and the system has verified it exists in a WABA, you'll see a notification in yellow confirming the number is already registered. This is expected.

If the code is correct, the following screen will display, to complete the migration:

Click in Finish and your channel will be ready in a few moments! Do not refresh your page or switch to another section of your account:

When the process is complete your new channel should display like this:

You're all set! 🙌

Extra info:

To turn off the Two-Step Verification:

  • For Migrated numbers or Classic Signups, you'll need to open a direct support ticket with 360Dialog.
  • For Embedded signups:
  1. Go to the “Phone numbers” section of your Meta Business Manager.
  2. Find the number you want to migrate and click on the Settings button:
  1. In the left menu, click on Turn off two-step verification:

  1. You will receive a verification email. Follow the link in that email and click on the button to confirm you want to turn off two-step verification:

How did we do?

Additional Number integration: Limitations and Requirements (Number integration)

Key Insights for Migrating to WhatsApp Business API Cloud

Contact