Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from Freshdesk

WhatsApp integration is only available on Freshdesk Omni plans (Growth, Pro, Enterprise). Freshworks acts as a Business Solution Provider (BSP) for Meta's WhatsApp Cloud API. Your phone number, verified status, and message templates are tied to your Meta Business Manager account — not to Freshdesk — so they survive the switch.

Step 1: Check Your WhatsApp Configuration

In Freshdesk Omni, go to Admin > Channels > WhatsApp to view your connected numbers. Note which phone number is connected and the associated Meta Business Manager account. If you set up WhatsApp through Freshdesk's embedded signup flow, Freshworks is registered as your BSP with Meta. You'll need to release the number from Freshworks before connecting it elsewhere.

Step 2: Prepare for Migration in Meta Business Manager

Log into Meta Business Manager > WhatsApp Manager to verify your WhatsApp Business Account (WABA) ownership. If two-factor authentication is enabled on the WABA, disable it before initiating the migration — this is required by Meta for BSP transfers. Confirm your phone number's verification status and save a record of your approved message templates.

Step 3: Disconnect from Freshdesk Omni

In Freshdesk Omni, go to Admin > Channels > WhatsApp, select the number, and delete the integration. Freshworks provides a migration guide for releasing numbers from their BSP. The process involves initiating a number migration request which transfers your number's webhook routing away from Freshworks' infrastructure. Allow a few minutes for the disconnection to propagate through Meta's systems.

Step 4: Connect to Your New Platform

Use your new platform's WhatsApp OAuth flow to reconnect the same phone number. Your green checkmark verification, display name, and approved message templates all carry over — they're stored in Meta's system, not Freshdesk's. The connection process typically takes 2-5 minutes once the number is released.

If You're on Standard Freshdesk (No WhatsApp)

Standard Freshdesk plans (Growth, Pro, Enterprise) don't include WhatsApp. If you've been using a third-party marketplace app for WhatsApp on standard Freshdesk, the migration depends on that app's BSP. Check with the app provider for their number release process.

Important: Plan the switchover during low-traffic hours. There's a brief gap (typically minutes, sometimes up to a few hours) between disconnecting from Freshdesk and connecting to your new platform where incoming WhatsApp messages won't be routed to any inbox.