Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

Step-by-step guide to moving your WhatsApp Business conversations and contacts from CM.com to a new platform.

Moving WhatsApp Business from CM.com

CM.com acts as a WhatsApp Business Solution Provider (BSP), meaning your WhatsApp Business number may be registered through CM.com's infrastructure. Migrating away requires releasing the number from CM.com's BSP and re-registering it with your new platform — a process CM.com documents in their own migration guides.

Step 1: Identify Your WhatsApp Setup

Check whether you connected WhatsApp through CM.com's embedded signup flow or brought your own WhatsApp Business Account (WABA). If CM.com set up your WhatsApp Business number, they're likely registered as your BSP in Meta Business Manager. Log into Meta Business Manager > WhatsApp Accounts to see which BSP is listed. If it shows CM.com (or their subsidiary RobinHQ), you'll need to follow the BSP migration process.

Step 2: Request Number Release from CM.com

Contact CM.com support and request they release your WhatsApp Business phone number from their BSP. CM.com has documented this process — they may require you to disable two-factor authentication on the WABA first. The release typically takes 1-3 business days depending on CM.com's support response time. Your verified business name, green checkmark status, and message templates are stored in Meta's system, not CM.com's, so they'll survive the transfer.

Step 3: Connect to Your New Platform

Once the number is released from CM.com's BSP, use your new platform's WhatsApp integration flow to reconnect. If your new platform uses Meta's Cloud API with embedded signup, the reconnection takes about 5 minutes. Your phone number, display name, and verified status carry over. Message templates may need to be re-approved depending on the new BSP's requirements.

Step 4: Handle the Transition Gap

Between disconnecting from CM.com and connecting to your new platform, incoming WhatsApp messages won't route to any inbox. Plan this during your lowest-traffic period. If you use CM.com's automatic channel fallback (which redirects to SMS when WhatsApp is unavailable), that fallback will also stop working once you disconnect. Notify your team and, if possible, set a WhatsApp auto-reply explaining the brief maintenance window.

Important: SMS Sender IDs

If you use CM.com for both WhatsApp and SMS (common with their channel fallback feature), check whether your SMS sender IDs and short codes are owned by you or provisioned through CM.com. Sender IDs leased through CM.com won't transfer — you'll need to provision new ones with your new SMS provider or platform.

Tip: CM.com has their own documentation on migrating WhatsApp numbers between BSPs — check their Knowledge Center for the latest process, as Meta updates their migration procedures periodically.