Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from LiveAgent

LiveAgent connects WhatsApp through third-party Business Solution Providers (BSPs) — specifically Twilio or 360dialog. Your WhatsApp Business Account and phone number are tied to your Meta Business Manager, not to LiveAgent, so they survive the platform switch. However, the BSP relationship adds a layer of complexity to the migration.

Step 1: Identify Your BSP Setup

In your LiveAgent panel, check which BSP you're using. Navigate to Configuration → System and look for the WhatsApp integration settings. LiveAgent supports two providers: Twilio (uses Twilio's WhatsApp sandbox or production number) and 360dialog (direct Meta partnership with embedded signup). Note your connected phone number, the BSP account credentials, and whether you're using WhatsApp message templates. The setup path matters because disconnection steps differ between Twilio and 360dialog.

Step 2: Review in Meta Business Manager

Log into Meta Business Manager → WhatsApp Manager at business.facebook.com. Verify your WhatsApp Business Account ownership, phone number verification status, and display name. Note any approved message templates — these are stored in Meta's system and persist across platform switches. If you're using 360dialog, your WABA may be hosted under 360dialog's Meta Business Account; you may need to initiate a WABA transfer to your own Meta Business Account before switching platforms.

Step 3: Disconnect from LiveAgent

For Twilio: Update the webhook URL in your Twilio Console to stop routing messages to LiveAgent. Go to Twilio Console → Messaging → WhatsApp Senders and remove or update the callback URL. For 360dialog: Remove the LiveAgent webhook in your 360dialog Partner Hub. In both cases, also remove the WhatsApp integration from LiveAgent's configuration panel to cleanly disconnect. Your phone number and verified business status remain intact through this process.

Step 4: Connect to Your New Platform

Use your new platform's WhatsApp OAuth flow to reconnect the same phone number. If your new platform uses its own BSP or embedded signup, you may need to migrate the phone number between BSPs — this involves a number transfer request in Meta Business Manager. The verified business status, display name, and quality rating carry over since they're stored in Meta's system.

WhatsApp Template Messages

LiveAgent enforces the standard 24-hour messaging window. Outside this window, only approved template messages can be sent. If you've created templates through LiveAgent's template management interface (available for both Twilio and 360dialog integrations), document the template names, parameters, and content. Templates are stored in Meta's system and remain available after switching, but you'll need to configure your new platform to reference them correctly.

Important: Plan the switchover during low-traffic hours. There's a gap between disconnecting from LiveAgent and connecting to your new platform where incoming WhatsApp messages won't be routed. The BSP layer (Twilio/360dialog) adds potential for delays if webhook URL updates don't propagate immediately.