Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

Part of the Zendesk Chat migration guide

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

WhatsApp and Zendesk Chat: What You Need to Know

Zendesk Chat (the standalone live chat product) does not support WhatsApp. WhatsApp integration is only available through the broader Zendesk Suite, which bundles chat with ticketing and omnichannel messaging via Sunshine Conversations. If you're using Zendesk Suite with WhatsApp, here's how to migrate that channel.

If You're on Zendesk Chat Only (No WhatsApp)

If you're using the legacy Zendesk Chat product or the Chat-only portion of Zendesk Suite, you don't have WhatsApp configured and there's nothing to migrate. This is actually an opportunity — switching to a platform with native WhatsApp support lets you reach customers on the messaging app they already use daily. WhatsApp Business API setup on a new platform typically takes 5-10 minutes via OAuth.

If You're on Zendesk Suite with WhatsApp

Zendesk Suite connects to WhatsApp via Meta's Cloud API through an embedded signup flow. Your WhatsApp Business phone number, green checkmark verification, and message templates are stored in Meta Business Manager — not in Zendesk — so they carry over when you switch platforms. Go to Admin Center > Channels > Messaging to find your connected WhatsApp number and note the associated Meta Business account.

Step 1: Disconnect WhatsApp from Zendesk

In Zendesk Admin Center, navigate to Channels > Messaging and remove the WhatsApp integration. If Zendesk acts as your BSP (Business Solution Provider), you may need to release the phone number from Zendesk's BSP registration in Meta Business Manager first. Your Meta Business Manager admin can do this from the WhatsApp Manager section by disabling two-factor authentication on the WhatsApp Business Account (WABA).

Step 2: Reconnect to Your New Platform

Use your new platform's WhatsApp OAuth flow to connect the same phone number. Your verified business name, display picture, and approved message templates all persist — they're tied to your Meta account, not to Zendesk. Send a test message to confirm routing works before switching your team over.

Downtime Window

Plan the disconnect-reconnect during low-traffic hours. There's typically a gap of minutes to a few hours between disconnecting from Zendesk and completing the connection on your new platform. During this window, incoming WhatsApp messages won't route to any inbox. If WhatsApp is your highest-volume channel, schedule the migration during off-peak hours or weekends.

Note: WhatsApp conversation history from Zendesk does not transfer to your new platform. Export your WhatsApp conversations via the Zendesk API or download transcripts before canceling. Your new platform starts fresh with new incoming messages.