Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from Deskpro

Deskpro's WhatsApp integration works through a Twilio SMS number connected to the WhatsApp Business API. Your WhatsApp Business Account, verified status, and message templates are managed through Meta Business Manager — they survive the switch to a new platform.

Step 1: Understand Your Current Setup

Deskpro requires a Twilio SMS number to connect WhatsApp. Check your Deskpro admin under Admin > Channels > WhatsApp to confirm which phone number is connected and review your WhatsApp settings. Also check your Twilio account to see if the number is managed through Twilio's console, and whether you have a separate Twilio billing agreement. Note whether you've set up WhatsApp chatflows (automated greeting and routing sequences) or message templates in Deskpro — chatflow configurations are Deskpro-specific and won't transfer, but WhatsApp message templates stored in Meta Business Manager will carry over.

Step 2: Disconnect from Deskpro

Remove the WhatsApp channel from Deskpro's admin settings under Admin > Channels > WhatsApp. If your number is provisioned through Twilio, you'll also need to remove or update the webhook configuration in Twilio's console to stop routing messages to Deskpro. Your WhatsApp Business Account verification, green checkmark status, and business display name are stored in Meta's system — not in Deskpro or Twilio — so they remain fully intact after disconnection.

Step 3: Connect to Your New Platform

Use your new platform's WhatsApp OAuth flow to reconnect the same phone number. If your new platform uses Meta's embedded signup (rather than requiring a Twilio number), you can connect the number directly through your Meta Business Manager without needing Twilio going forward — potentially eliminating a separate billing relationship. The connection process typically takes 5-10 minutes.

Step 4: Recreate Chatflows and Templates

Deskpro's WhatsApp chatflows (automated greeting sequences with routing to agents, input collection, and field mapping) need to be recreated in your new platform as auto-reply rules or chatbot flows. Your WhatsApp message templates stored in Meta Business Manager carry over automatically — verify they're accessible from your new platform's WhatsApp settings. If you used Deskpro's WhatsApp-specific triggers for ticket categorization or routing, document and recreate those rules.

Important: Plan the switchover during low-traffic hours. There's a brief window between disconnecting from Deskpro and connecting to your new platform where incoming WhatsApp messages won't be routed to any inbox. Also note that Deskpro charges separately for WhatsApp messaging beyond the per-agent fee — check their WhatsApp pricing page to understand any final billing implications and ensure your account is settled before cancellation.