Migrate phone number
- To migrate your phone number either from a direct integration with WhatsApp Business API or from a different WhatsApp Business Solution Provider to Infobip, go to the Migrate Phone Number to Infobip section.
- To migrate your phone number between the WhatsApp Business Solution and the WhatsApp Cloud Business Solution, go to the Migrate Phone Number between Hosted and Cloud Solutions section.
Migrate phone number to Infobip
Note
Follow the instructions in this section only if you are migrating your phone number to Infobip.
You can migrate your phone number from the following to Infobip:
- Direct integration with WhatsApp Business API
- A different WhatsApp Business Solution Provider
When you migrate your phone number to Infobip, you retain the following:
- Phone number
- Display name
- Quality rating
- Messaging limits
- Official business account status
- Approved message templates: Only high-quality templates that have been approved by WhatsApp are migrated. The following templates are not migrated.
- Low quality
- Rejected by WhatsApp
- Pending approval by WhatsApp
During the migration process, you can use your original WhatsApp business account to send and receive messages without disruption in service. After the migration is complete, you can use your new WhatsApp business account over Infobip to start sending messages immediately, without any downtime.
Prerequisites
Before working with Infobip on the migration process, follow these instructions:
- Make sure that the phone number that you want to migrate can receive a 2FA PIN through SMS or voice call from an international phone number.
- If the phone number that is being migrated has a two-factor six-digit pin, contact your former business service provider (BSP) to disable the pin. Your BSP must disable the pin within 30 days from the time you submit the request.
- If you onboard or integrate over an independent software vendor (ISV) or a third-party business, contact your Infobip Account Manager to make sure that each ISV/third-party business goes through an approval process.
- You must have administrator access to your Facebook business account.
- You must have an Infobip account. If you do not have an Infobip account, sign up for an account.
- Identify one or more of the following Infobip solutions that you want to use with your Infobip account:
- To avoid downtime, prepare for the Infobip solutions that you have selected and be familiar with how to use these solutions. Example: If you want to use WhatsApp over Answers, have a chatbot ready; if you want to use WhatsApp over Conversations, set up agents. Refer to the documentation for each solution to understand the requirements for that solution.
Migration process
Complete each of the following sections sequentially.
Provide information to Infobip
Provide the following information to your Infobip Account Manager:
- Phone number that must be migrated
- Preferred verification method - SMS or Voice call
- Infobip account to which the phone number must be migrated
- Integration type: Choose one or more of the following options:
- Preferred date of migration (approximate)
Your Infobip Account Manager confirms that you can proceed.
Create a new WhatsApp Business account
- Log on to the Infobip web interface.
- Go to Channels and Numbers > WhatsApp.
- Click Login with Facebook to start the embedded signup process. You must use the same Facebook Business account that you had used for your original WhatsApp business account and to which your sender is connected.
- Complete only up to the Create Facebook and WhatsApp business Accounts step of the embedded signup process to create the WhatsApp business Account. Select the existing Facebook business account to which the sender is registered.
- Exit the embedded signup process.
Note
If you face issues using your Facebook business account in the embedded signup process, contact your Infobip Account Manager so that Infobip can create your WhatsApp business account.
- When you receive a confirmation that your new WhatsApp business account has been created, exit the embedded signup process. Do not add the phone number.
Your WhatsApp business account will now go through the WhatsApp approval process, which could take a few days. After your account is approved, go to the Migrate your Account step of the migration process.
(Optional) Infobip creates your WhatsApp business account
Note
Follow the instructions in this section only if you face issues using your Facebook business account in the embedded signup process to migrate your phone number.
Infobip can create your WhatsApp business account. But you will not have access to your WhatsApp business account or be able to manage it using Facebook Business Manager.
For Infobip to create your WhatsApp business account, follow these instructions:
- Provide your Infobip Account Manager with the Facebook Business Manager ID.
- After Infobip triggers an On-Behalf-Of request, accept the request in your Facebook Business Manager. By doing so, you give Infobip permission to send messages on your behalf.
Migrate your account
After your new WhatsApp business account has been created and approved by WhatsApp, you can migrate the sender to your Infobip account.
Follow these instructions:
- Schedule the migration with your Infobip Account Manager.
- When you receive a verification pin either through SMS or a voice call, share the pin with your Infobip Account Manager. Infobip will provision the sender and the account.
- When Infobip confirms that the migration process can start, make sure that your integration is ready and that your team is ready to use the selected Infobip solution.
- Let your Infobip Account Manager know that you are ready for the migration.
Infobip completes the migration process. Your sender is connected to Infobip. You can now use the sender over the Infobip API and other Infobip solutions.
Migrate phone number between hosted and cloud solutions
Note
Follow the instructions in this section only if you are migrating your phone number between the WhatsApp Business solution and the WhatsApp Cloud Business solution.
To migrate your phone number, contact your Infobip Account Manager.
Media will not be migrated.