Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from Gorgias

Gorgias connects to WhatsApp via Meta's Cloud API through an embedded signup flow. Your WhatsApp Business phone number, verified status, display name, and message templates are stored in your Meta Business Manager account — not in Gorgias — so they survive the switch to another platform.

Step 1: Document Your WhatsApp Setup

In Gorgias, go to Settings > App Store > WhatsApp to view your connected phone numbers. Note which numbers are connected, the associated Meta Business Manager account, and whether you're using Gorgias-hosted phone numbers or your own. If you purchased phone numbers through Gorgias (via their Twilio partnership), you'll need to port those numbers out — see the phone number porting section. Also note any WhatsApp-specific Rules or Macros you've configured.

Step 2: Disconnect from Gorgias

Go to Settings > Channels > Phone numbers, select the phone number with the WhatsApp integration, and under Connected integrations, click Manage integration next to WhatsApp, then Delete Integration. Note that once a number is connected to Gorgias via WhatsApp, you cannot simultaneously use it in the WhatsApp Business app — Gorgias takes exclusive control. After disconnecting, the number is released back to your Meta Business Manager.

Step 3: Port Gorgias Phone Numbers (If Applicable)

If you use a Gorgias-hosted phone number, you need to port it out before canceling. Submit a porting request to your new service provider — they'll contact Twilio (Gorgias's telephony partner) to initiate the transfer. Gorgias approves the port on their end. Contact Gorgias support if they need a PIN or CSR (customer record). Porting typically takes 1-2 weeks.

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, business display name, quality rating, messaging limits, and message template library all carry over — they're stored in Meta's system. The reconnection process takes 2-5 minutes. Send a test message to verify delivery before going live.

Important: Gorgias's WhatsApp integration supports multiple phone numbers per account. If you have several numbers, disconnect and reconnect them one at a time. Also be aware that Gorgias does not support WhatsApp location messages, contact messages, or message reactions — if customers have been sending these, they weren't creating tickets in Gorgias and won't need migration.