Migrating WhatsApp to Cloud Chat from Another Support Platform

When to Use

You are switching from a support platform (Zendesk, Intercom, Zenvia, Twilio, Take Blip, etc.) and need to bring your number along.

Pre-requisites

Before starting the migration, confirm all the items below. Skipping any of them may result in number loss or blockage by Meta.

Access to the number to receive SMS or verification call
Administrative access to the Meta Business Portfolio
Business Portfolio status: "Verified"
WABA status: "Approved"
Number status: "Connected"
Two-factor verification disabled for the number in WABA (most critical step — see below)
Credit card enabled for dollar payments — mandatory for platform migration or proactive messages

Migration Steps

Step 1 — Confirm Business Portfolio status

Validating Business Portfolio Status

The Business Portfolio must be "Verified" in Meta. This means Meta has recognized and validated your company's identity.

Why does it matter? Without verification, your sending limits are very low (up to 250 messages/day), you cannot migrate numbers from other providers, and some API features may be restricted. Verification is the first requirement for healthy operation on Meta's platform.

How to verify:

Visit business.facebook.com/settings/info
Check the Verification status field
It should say "Verified" ✅

If it shows "Not Verified" or "Pending", click on Start Verification and follow the process with company documents and domain before proceeding.

Step 2 — Confirm WABA ownership and validate pre-requisites

What is WABA?

WABA stands for WhatsApp Business Account — it's the entity created by Meta representing your company's official WhatsApp account. It connects a phone number to the official API and links it to a support provider (like Cloud Chat).

The WABA always resides within a Business Portfolio in Meta. The owner of this portfolio is essentially the owner of the WABA.

⚠️ In many cases, the previous provider created and maintains the WABA within their portfolio — not yours. This means you lack administrative control over your own number. Before migrating, it is essential to confirm where your WABA is.

How to confirm you own the WABA:

Access Meta Business Manager
In the sidebar menu, go to Settings → WhatsApp Accounts

You can locate your WABA either by the number listed or using the search bar.

If it appears in your portfolio → you have control. Proceed to validate the pre-requisites below.

If it does not appear (or is in the previous provider’s portfolio) → contact our support team before continuing. It will be necessary to request the transfer of the WABA to your portfolio before migrating.

Validating WABA Status: "Approved"

With the WABA located in your portfolio, confirm its status is "Approved":

Still in WhatsApp Manager, locate your WABA

The status should read "Approved" ✅. Also, a valid payment method should be registered under Payment Settings.

If it shows "Restricted" or "Flagged", the WABA has pending issues with Meta that must be resolved before migration.

Validating Number Status: "Connected"

The number to be migrated must have a "Connected" status in the WABA:

Within WABA, go to WhatsApp Manager. A new tab will open with the list of linked numbers.

The number should appear as "Connected" ✅

If it’s "Disconnected" or "Offline", this needs to be resolved before starting the migration.

Step 3 — Disable Two-Factor Verification for WABA

This is the most critical step and often causes migration issues.

Two-Step Verification is a security PIN set on the number within WABA. While active, Meta does not allow the number to be migrated to another provider.

How to disable:

Access WhatsApp Manager
Select the number to be migrated
Go to Settings → Two-step verification

Click Deactivate

⚠️ If your current provider controls the Two-Step Verification (common if WABA was created by provider), you must request them to disable it. Without this, migration is not technically possible.

Step 4 — Start integration with Cloud Chat

With all pre-requisites validated, you can begin the integration. Have ready:

Admin access to the Business Portfolio in Meta (necessary to authorize the connection during Embedded Signup)
Access to the number to receive the verification code via SMS or call
A valid credit card for dollar payments — during the process, Cloud Chat will create a new WABA linked to your portfolio with Cloud Humans as the partner (Tech Provider) in Meta. This WABA will need a registered payment method.

📌 How does the WABA created by Cloud Chat work?
When integrating, Cloud Chat creates a WABA within your Meta portfolio, with Cloud Humans registered as a partner (Tech Provider). This means you remain the owner of your WABA — Cloud Humans only operate as the technical channel connecting to the API. You can unlink at any time without losing the number.

Choose the integration model and follow the corresponding steps:

👉 INTEGRATION WITHOUT coexistence (Exclusive API) — number works solely via API, no phone required
👉 INTEGRATION WITH coexistence (Phone + API) — number works on the phone and API simultaneously

If you're unsure which integration model to pick (with or without coexistence), first read the Master Guide.

Step 5 — Validate with Cloud support team

Before connecting, send us confirmation that all pre-requisites are validated. This ensures immediate support in case of any issues during the process.

Notes

Migration time may vary from a few minutes, depending on the previous provider and Meta's response.
After migration, the message history from the previous provider is not automatically imported — old messages remain with the previous provider.
If you need to import old tickets into Cloud Chat, it can be done via API. Refer to: Import ticket history.
Never make adjustments if unsure — an error during this process may block the number. Contact support before proceeding.
Official Meta documentation on provider migration: Meta Developers — Migrating phone numbers.