Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from Gladly

Gladly connects to WhatsApp via Meta's Cloud API using an embedded signup flow. Your WhatsApp Business Account (WABA), phone number, verified display name, and message templates are stored in Meta's system — not in Gladly — so they carry over when you switch platforms.

Step 1: Document Your WhatsApp Configuration

In Gladly, go to Settings > Channels > WhatsApp to view your connected phone numbers. Note each phone number, its associated Display Name, and WABA ID. A single WABA ID can have multiple phone numbers tied to it. Also check which Inbox each WhatsApp entry point routes to and any Rules you've set up for auto-replies on WhatsApp conversations.

Step 2: Note Your Phone Number Source

Gladly offers two WhatsApp connection methods: using a Gladly SMS-capable phone number (purchased through Gladly's telephony system) or using your own external phone number. If you purchased the number through Gladly, you'll need to determine whether the number can be ported out or if you need a new number. If it's your own number, you already own it and can reconnect it freely to another platform.

Step 3: Disconnect from Gladly

Gladly has a dedicated Disconnect WhatsApp option in the WhatsApp settings. Use it to remove the connection between Gladly and your WABA. Your WhatsApp Business Account remains active in Meta Business Manager — only the Gladly integration is severed. The display name, message templates, and verification status all stay intact in Meta's system.

Step 4: Connect to Your New Platform

Use your new platform's WhatsApp OAuth flow to reconnect the same phone number and WABA. The display name that Gladly set (which Meta enforces strict guidelines on) carries over automatically. Verification takes minutes. Once connected, incoming WhatsApp messages will route to your new platform.

Step 5: Recreate Auto-Replies

If you used Gladly's Rules engine to auto-respond to WhatsApp conversations (e.g., business hours greetings, automated routing based on Topics), recreate these as auto-reply rules or quick replies in your new platform. Gladly's Rules are not exportable, so reference your documentation from the export step.

Important: Plan the disconnect during low-traffic hours. There is a gap between disconnecting from Gladly and completing the connection on your new platform where incoming WhatsApp messages won't route to any inbox. If you used a Gladly-purchased phone number, contact Gladly Support to confirm the number can be released before disconnecting.