Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from Kustomer

Kustomer connects to WhatsApp through three methods: a native WhatsApp integration (via Meta's embedded signup), WhatsApp by Twilio, and WhatsApp via MessageBird. Your phone number, verified business status, and message templates are stored in your Meta Business Manager — not in Kustomer — so they survive the switch.

Step 1: Identify Your WhatsApp Setup

Check which integration you're using by going to Apps in Kustomer's sidebar. Look for WhatsApp (native Meta integration), Twilio - WhatsApp, or MessageBird. The migration steps differ depending on which connector you use. For the native integration, your WhatsApp Business Account (WABA) is connected directly through Meta's embedded signup. For Twilio or MessageBird, the connection runs through those third-party platforms.

Step 2: Disconnect from Kustomer

Native WhatsApp: Kustomer's own documentation states that disconnection can only be completed through your WhatsApp Business account settings directly — Kustomer's support team cannot perform this on your behalf. Go to your Meta Business Manager → WhatsApp Manager to remove Kustomer's access. Twilio WhatsApp: Go to Apps → Twilio - WhatsApp, delete the phone number, then update the webhook URL in your Twilio console. MessageBird: Delete the WhatsApp channel from Apps → MessageBird.

Step 3: Disable Two-Factor Authentication (If Migrating Number)

If Kustomer registered as your BSP, you may need to disable two-factor authentication (2FA) on the WhatsApp Business Account before the number can be migrated. Kustomer's help docs explicitly mention this: contact your current provider and disable 2FA for each phone number you want to migrate. Your Meta Business Manager admin handles this from the WhatsApp Manager section.

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 all carry over — they're tied to your Meta account. The connection typically takes 2-5 minutes. Send a test message to confirm routing works.

Important: Kustomer charges for WhatsApp conversations separately from your seat price, with a 20% markup on Meta's published rates (effective since November 2025). After migration, you'll only pay Meta's direct rates through your new platform. Plan the switchover during low-traffic hours — there's a brief gap where incoming WhatsApp messages won't be routed.