Migrate Your WhatsApp Conversations

Converge Team

• Updated March 12, 2026

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

Moving WhatsApp Business from Zendesk

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

Step 1: Check Your WhatsApp Configuration

In Zendesk, go to Admin Center > Channels > Messaging to view your connected WhatsApp numbers. Note which phone number is connected, the associated Meta Business Manager account, and whether Zendesk is acting as your BSP (Business Solution Provider). If you set up WhatsApp through Zendesk's embedded signup, Zendesk may be registered as your BSP with Meta.

Step 2: Disconnect from Zendesk

Remove the WhatsApp channel from Admin Center > Channels > Messaging by deleting the WhatsApp integration. If Zendesk is your BSP, you may need to disable two-factor authentication on the WhatsApp Business Account (WABA) in Meta Business Manager first, then release the phone number from Zendesk's BSP. Your Meta Business Manager admin can do this from the WhatsApp Manager section.

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 message template library all carry over — they're stored in Meta's system, not Zendesk's. The connection process typically takes 2-5 minutes.

Step 4: Verify Message Delivery

After connecting, send a test message to your WhatsApp number to confirm messages route to your new platform. Check that your message templates are accessible and that webhook delivery is working. If you used Zendesk triggers or automations on WhatsApp conversations, recreate those workflows in your new platform.

Important: Plan the switchover during low-traffic hours. There's a brief gap (typically minutes, sometimes up to a few hours) between disconnecting from Zendesk and connecting to the new platform where incoming WhatsApp messages won't be routed to any inbox. Zendesk also supports inbound number migration from other BSPs — check their docs if you're considering the reverse direction.