Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from Intercom

WhatsApp is available on all Intercom paid plans (Essential, Advanced, Expert). When you connect a WhatsApp number through Intercom, it's registered exclusively to Intercom's WhatsApp Business Account (WABA) and all message charges are billed through Intercom's credit line. You need to disconnect the number from Intercom before connecting it to another platform.

Step 1: Understand Your Current Setup

Go to Settings > Channels > WhatsApp in Intercom to view your connected numbers. When connected to Intercom, your phone number is registered to Intercom's WABA — meaning Meta routes all messages through Intercom's infrastructure and bills conversation charges to Intercom. You cannot simultaneously use the same number with Meta's API directly or with another platform. Also note: Intercom requires all connected WABAs to be set to USD currency, which is enforced by Meta and cannot be changed after creation.

Step 2: Prepare for Migration

Before disconnecting, log into Meta Business Manager > WhatsApp Manager to verify your WhatsApp Business Account ownership. If two-factor authentication (2FA) is enabled on the WABA, disable it — Meta requires 2FA to be off before initiating a number migration between BSPs. Save a record of your approved message templates, as they're stored in Meta's system and should carry over. Note your phone number's verification status and display name.

Step 3: Disconnect from Intercom

In Intercom, go to Settings > Channels > WhatsApp, select the connected number, and remove the integration. This releases the number from Intercom's WABA registration. Allow a few minutes for the disconnection to propagate through Meta's systems. During this window, incoming WhatsApp messages won't be routed to any inbox — plan the switch during low-traffic hours.

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, display name, and approved message templates carry over — they're tied to your Meta Business account, not Intercom. The connection process typically takes 2–5 minutes once the number is released from Intercom's WABA.

Key Gotcha: Mobile App Conflict

If you're using the WhatsApp mobile app or WhatsApp Business app with the same number connected to Intercom, you must delete your account in the mobile app first — Meta only allows one active registration per phone number. All chat history in the mobile app will be permanently lost. This applies to the migration too: if you previously used the mobile app, you may need to re-register the number after disconnecting from Intercom.

Important: There's a brief gap (typically minutes, sometimes up to a few hours) between disconnecting from Intercom and connecting to your new platform where incoming WhatsApp messages won't be routed. Schedule this during your quietest hours.