Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

Part of the HubSpot Service Hub migration guide

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

Moving WhatsApp Business from HubSpot Service Hub

HubSpot connects to WhatsApp via Meta's embedded signup flow, available only on Service Hub Professional ($90/seat/mo) or Enterprise plans. Your WhatsApp Business phone number, green checkmark verification, and message templates are tied to your Meta Business Manager account — not to HubSpot — so they survive the switch.

Step 1: Review Your WhatsApp Configuration

In HubSpot, go to Settings > Inbox & Help Desk > Help Desk > Channels to see your connected WhatsApp numbers. Note which phone number is connected, the linked Meta Business Manager account, and your WhatsApp Business Account (WABA) name. Also check how many of your 1,000 monthly template messages you're using — HubSpot enforces a shared cap of 1,000 template messages per month across all connected WhatsApp accounts.

Step 2: Understand the 24-Hour Window

HubSpot enforces WhatsApp's 24-hour session rule: you can only send free-form messages within 24 hours of the customer's last reply. After that, you must use an approved message template to reinitiate. This same rule applies on any platform — it's a Meta/WhatsApp requirement, not a HubSpot-specific limitation. Your approved templates carry over because they're stored in Meta's system.

Step 3: Disconnect from HubSpot

Navigate to Settings > Inbox & Help Desk > Inbox, hover over your WhatsApp channel, and click Delete. Confirm the deletion in the dialog box. This removes the channel from HubSpot but does not delete your WhatsApp Business Account or phone number — those remain in your Meta Business Manager. Note that HubSpot only syncs messages received after the connection was made, so there's no conversation history to lose on the HubSpot side.

Step 4: Connect to Your New Platform

Use your new platform's WhatsApp OAuth flow to reconnect the same phone number. Most platforms complete this in about 5 minutes. Your verified business status, display name, and message template library all carry over from Meta since they're stored in Meta's system. Send a test message to confirm messages route correctly to your new inbox.

Important: The phone number you use must be disconnected from HubSpot before connecting to another platform — Meta only allows a phone number to be linked to one BSP at a time. Plan the switchover during low-traffic hours to minimize the gap (typically minutes) when incoming WhatsApp messages aren't routed to any inbox.