Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Adding WhatsApp Support When Switching from Helpshift

Helpshift does not support WhatsApp as a messaging channel. Its platform is built around in-app SDK messaging, web chat, and email — there is no native WhatsApp Business API integration. If your customers contact you via WhatsApp, switching from Helpshift gives you the opportunity to add this channel for the first time.

Why WhatsApp Isn't on Helpshift

Helpshift is purpose-built for gaming and mobile app support. Its architecture centers on native SDKs embedded in iOS, Android, Unity, React Native, and Unreal Engine apps. Players interact with support without leaving the game. WhatsApp, Telegram, and other external messaging platforms are outside Helpshift's scope — it doesn't treat them as support channels. If you've been handling WhatsApp inquiries separately (or not at all), migrating is the right time to consolidate.

Setting Up WhatsApp on Your New Platform

Since there's nothing to disconnect from Helpshift, WhatsApp setup is straightforward. You'll need a Meta Business Manager account and a phone number dedicated to WhatsApp Business API. The connection process uses OAuth and typically takes under 5 minutes. Your business verification status and phone number carry through Meta's system, independent of any support platform.

What to Expect

Unlike Helpshift's in-app messaging where users are already authenticated via the SDK, WhatsApp conversations start with less context. You won't have device metadata, app version, or player ID automatically — customers need to identify themselves. Set up quick replies for common identity verification workflows (e.g., "Please share your player ID so I can look up your account"). WhatsApp also enforces a 24-hour messaging window: you can only respond to customer-initiated conversations within 24 hours of their last message.

Expanding Beyond Mobile-Only Support

Adding WhatsApp opens your support to customers who prefer messaging apps over in-app support flows. This is especially valuable if you serve markets where WhatsApp is the dominant communication platform (Latin America, Europe, Southeast Asia, Africa). Customers who churned from your app but still need support can reach you directly without reinstalling.

Note: If you're moving away from Helpshift because your customer base has shifted from in-app to messaging-first communication, adding WhatsApp, Telegram, and Messenger as support channels addresses the core problem Helpshift wasn't designed to solve.