Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

WhatsApp Migration: Kayako Doesn't Have Native WhatsApp

Kayako does not offer a native WhatsApp Business API integration. If you're using WhatsApp alongside Kayako, it's through a third-party connector (like Integrately or Pabbly Connect), not a direct platform integration. This actually simplifies migration — there's nothing to disconnect from Kayako.

Step 1: Check Your Current WhatsApp Setup

If you're using WhatsApp with Kayako through a third-party automation tool, identify which service is acting as the bridge (Integrately, Pabbly, Zapier, etc.) and whether it's using the official WhatsApp Business API or the basic WhatsApp integration. Your WhatsApp Business phone number, verified status, and message templates are stored in your Meta Business Manager account — they're independent of both Kayako and any automation tool.

Step 2: Disconnect Third-Party Automations

Disable or delete the automation workflows that route WhatsApp messages into Kayako. In Integrately or Pabbly, deactivate the Kayako-WhatsApp automations. If you're using a BSP (Business Solution Provider) that connects WhatsApp to Kayako, you may need to release the phone number from that BSP in your Meta Business Manager before reconnecting elsewhere.

Step 3: Connect WhatsApp to Your New Platform

With a platform that has native WhatsApp support, connection is direct — no third-party tool required. Use the WhatsApp OAuth flow to connect your existing Business number. Your verified status, display name, and message templates carry over since they're stored in Meta's system. The process typically takes under 5 minutes.

Step 4: Test and Verify

Send a test message to your WhatsApp Business number to confirm messages route to your new inbox. Check that template messages are accessible and webhook delivery is working. Since Kayako never had a direct connection to WhatsApp, there's no "switchover gap" — messages simply start flowing to the new platform once connected.

Benefit of switching: Moving from a Kayako + third-party WhatsApp workaround to a platform with native WhatsApp support eliminates an entire layer of complexity (and cost) from your support stack. No more debugging broken automation workflows when WhatsApp messages stop appearing in Kayako.