Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business Away from LiveChat

LiveChat's WhatsApp integration runs through 360dialog, a third-party WhatsApp Business Solution Provider (BSP). Disconnecting requires coordinating between LiveChat, 360dialog, and your Meta Business Account.

Step 1: Understand Your Current Setup

LiveChat connects to WhatsApp via the WhatsApp Business marketplace app, which uses 360dialog as the BSP to access the official WhatsApp Business API. Your phone number is registered through 360dialog's embedded signup flow. Message templates are managed in your 360dialog hub account (hub.360dialog.com), not directly in LiveChat. WhatsApp enforces a 24-hour response window — you can only reply within 24 hours of the customer's last message.

Step 2: Prepare for Migration

Before disconnecting, ensure you have: admin access to your Meta Business Account, access to the phone numbers you're migrating (Meta sends a one-time password), and that your business is verified on Meta. You must also turn off two-step verification for your WhatsApp Business numbers. To do this, go to your Meta Business Account → WhatsApp Accounts → WhatsApp Manager → click the gear icon next to your number → Two-step verification → turn it off. Check your email for confirmation.

Step 3: Disconnect from LiveChat/360dialog

In the LiveChat app, go to your WhatsApp Business integration settings. Click the "…" dropdown next to your connected number and select Delete to disconnect. LiveChat's help documentation also recommends emailing [email protected] to initiate the formal migration process. They'll guide you through releasing your number from 360dialog's BSP registration. If you use IVR on the number, you'll need to pause it during migration since phone verification won't work with IVR active.

Step 4: Connect to Your New Platform

Once your number is released from 360dialog, connect it to your new platform using their WhatsApp setup flow. Your business verification status, display name, and quality rating carry over — they're tied to your Meta Business Account, not to LiveChat or 360dialog. Message templates may need to be recreated if your new platform uses a different BSP.

Important Considerations

Each WhatsApp number can only be linked to one product at a time. There will be a gap between disconnecting from LiveChat and connecting to your new platform where incoming messages aren't routed. Plan the switch during low-traffic hours. If customers message during the gap, those messages queue on WhatsApp's side and should arrive once you reconnect — but verify this with your new provider. Export any conversation history from LiveChat's Archives before disconnecting, as WhatsApp chat data won't be accessible after removal.

Timeline: The 360dialog disconnection and number migration typically takes 1-3 business days, depending on how quickly 360dialog processes the release. Start early and allow buffer time.