Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from Sprinklr

Sprinklr connects to WhatsApp via Meta's Cloud API. Your WhatsApp Business phone number, verified status, and message templates are tied to your Meta Business Manager account — not to Sprinklr — so they survive the switch.

Step 1: Identify Your WhatsApp Configuration

In Sprinklr, WhatsApp accounts are added through the Customer Feedback Management module or the Distributed module (for multi-location setups). You need Admin-level access to view your connected WhatsApp Business Accounts (WABAs). Check which phone numbers are connected, which Meta Business Manager account owns them, and whether Sprinklr is registered as your Business Solution Provider (BSP) with Meta.

Step 2: Disconnect from Sprinklr

Remove the WhatsApp integration from your Sprinklr Service settings. If Sprinklr is acting as your BSP, you may need to release the phone number from Sprinklr's BSP registration first. Go to your Meta Business Manager, navigate to the WhatsApp Manager section, and disable two-factor authentication on the WABA if enabled through Sprinklr. Your Meta Business Manager admin can handle the BSP release directly.

Step 3: Connect to Your New Platform

Use your new platform's WhatsApp OAuth flow to reconnect the same phone number. Your green checkmark verification, business display name, and approved message template library all carry over — they're stored in Meta's system. The connection process typically takes 2-5 minutes. Verify webhook delivery is working by sending a test message.

Step 4: Recreate WhatsApp Workflows

If you used Sprinklr's Care Console automation or AI chatbots for WhatsApp conversations, recreate those workflows in your new platform. Note that Sprinklr supports WhatsApp capabilities including text, images, documents, location sharing, and contact sharing (with specific size limits per format) — verify your new platform handles the same message types you rely on. Also check if you used Sprinklr's opt-out management feature for WhatsApp (the Journey Facilitator with custom opt-out fields) and plan how to handle unsubscribe requests on your new platform.

Step 5: Verify Message Delivery

After connecting to your new platform, send test messages to your WhatsApp number from multiple devices to confirm routing works. Check that inbound messages appear in your new inbox, that outbound replies are delivered, and that any media attachments (images, documents) send correctly. If you used Sprinklr's live chat deflection to WhatsApp feature, this workflow will need to be recreated using your new platform's chat widget configuration.

Important: Plan the switchover during low-traffic hours. There's a brief gap (typically minutes, potentially hours) between disconnecting from Sprinklr and connecting to your new platform where incoming WhatsApp messages won't route to any inbox. Sprinklr also notes specific API capabilities and limitations for WhatsApp in their help center — review these to understand if you relied on any Sprinklr-specific WhatsApp features that may work differently elsewhere.