Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Migrating WhatsApp from Help Scout

Help Scout's WhatsApp integration is only available on the Plus tier ($45/user/month) and above. It uses the Meta WhatsApp Business API and connects through your Meta Business account. Moving your WhatsApp number to a new platform requires disconnecting from Help Scout first.

Step 1: Verify Your Current WhatsApp Setup

In Help Scout, go to Manage → Inbox → Connect Email & Social to see your WhatsApp connection details. Note which phone number is connected and confirm you have admin access to the associated Meta Business Manager account. Your WhatsApp Business verification status and phone number are tied to your Meta account, not to Help Scout.

Step 2: Document Your Templates

If you've created WhatsApp message templates through Help Scout, note them down. WhatsApp message templates are managed through your Meta Business Manager and will persist after disconnecting from Help Scout, but you'll want to verify they're accessible from your Meta account directly.

Step 3: Disconnect WhatsApp from Help Scout

Remove the WhatsApp channel from your Help Scout inbox settings. This frees your phone number to be connected to another platform. The number itself, your business verification, and your Meta Business Manager account remain intact.

Step 4: Connect to Your New Platform

Use your new platform's WhatsApp OAuth flow to reconnect the same phone number. The process typically takes 5-10 minutes. Your verified business status carries over since it's tied to your Meta Business account.

Important Considerations

• Downtime window -- There will be a brief gap between disconnecting from Help Scout and connecting to your new platform. Messages sent during this window won't be routed. Plan the switch during low-traffic hours.
• Conversation history -- Past WhatsApp conversations in Help Scout won't transfer. Export them via the Mailbox API before disconnecting if you need records.
• One platform at a time -- A WhatsApp Business number can only be connected to one platform at a time. You cannot run Help Scout and another platform in parallel for WhatsApp.
• 24-hour messaging window -- WhatsApp's 24-hour reply window applies regardless of platform. Open conversations in Help Scout that you haven't replied to will need to be handled via template messages once reconnected elsewhere.

If you're on Help Scout Standard ($25/user/mo) and don't currently have WhatsApp, this is an opportunity to add it on your new platform without the per-seat upgrade that Help Scout requires.