Connect to WhatsApp Business from different integrations or providers outside Kommo

Number migration is the process of transferring your existing WhatsApp number from one provider to another, or from a different Kommo integration. For example, you might want to move your number from WhatsApp for Business (WABA) to the WhatsApp Business.

During the migration process, your number is transferred from the WhatsApp Business Account associated with your current provider to the WhatsApp Business Account associated with Kommo.

To use a number that was linked to another integration or provider, you must migrate it. There are two types of number migration:

Automatic migration allows Meta to transfer your number to the WhatsApp account linked to Kommo without any action needed on your part. Your number will be automatically disconnected from the previous provider's account, and you'll receive a notification about the migration during the connection process.

After setting up in Meta, you only need to set up a payment method for the new WhatsApp account in Meta Business Suite. If the account doesn't have a payment method set, you will encounter an error.

Criteria for automatic migration

To qualify for automatic migration from Meta, you must meet the following criteria:

1. The Meta Business Account must have a verified status.
2. The existing WhatsApp Business Account (WABA) must have an ‘Approved’ status.
3. The existing WABA must have a valid payment method attached in the Payment Settings.
4. Two-step verification must be disabled for the phone number. You can disable it using WhatsApp Manager or ask your solution provider for assistance.

What data will be migrated?

When you migrate, the following data will be transferred:

1. Display name
2. Quality ratings
3. Template messaging limits
4. Official Business Account status
5. Approved, high-quality templates

If you don't meet the criteria for automatic migration, you will need to manually migrate your phone number. Here’s how:

1. Delete it from your previous provider: Before starting the connection process to WhatsApp Business, the phone number must be deleted from the WhatsApp account associated with the previous provider in Meta WhatsApp Manager. Contact your current provider’s support team for assistance.
2. Self-deletion: If you want to speed up the process, you can delete your number yourself in Meta WhatsApp Manager. However, we recommend informing your current provider's support team so they can remove the number from their system as well.

If you’re using WhatsApp Business API integration, our support team can help you disconnect your number from Gupshup and delete it from Meta. Simply go to your Kommo account > Chats > Mentions & Team Chats > and click on Chat with Support.

This process allows you to continue using the templates you previously created within other WA solutions / Kommo.

Meta will automatically duplicate your existing templates in the Meta WhatsApp Manager for the connected WhatsApp Business Account (WABA) when a number is reconnected. These duplicated templates will retain the same quality ratings and statuses as the original versions. For more information, read the Meta article on auto migration.

Limitations:

• Only templates with both an Approved status and a Green (high-quality) quality score are eligible for migration.
• The quality ratings of the templates will not be migrated. All migrated templates will start with an unknown rating, which will persist for the first 24 hours. After that period, a new rating will be generated if there is sufficient data.

If you are performing a manual migration, Meta will not automatically transfer the templates. Instead, Kommo will handle the migration for you. When Kommo sends your stored templates to Meta, they will appear in Meta's WhatsApp Manager for the connected WABA.

Since these templates are new to Meta, they need to be reviewed by Meta. This review process can take some time, so there might be a delay before you can use these templates again. During the review, the template's status in the Chat templates table will change from Approved to In-review. If you try to send a template while it is still under review, you will receive an error message, and the message won’t be sent.

After the review is complete, the template should return to Approved status. However, there is a small chance that it could be Rejected. If a template gets rejected, you will need to edit it and submit it for review again. Attempting to send a rejected template will also generate an error message, and the message will not be sent.

This applies to numbers previously connected via the WhatsApp Business API integration.

1. Go to WhatsApp on your left menu bar > Connect.
2. Select Use another phone number.

1. Click Continue with Facebook.

1. Log in with your Facebook account and click Get Started.

1. Choose your existing Business portfolio. Click Next.

1. Select Start a new WhatsApp phone number, and then click Next.

1. Insert your phone number, and click Next.

1. Enter the verification code you received and click Next. Review Kommo’s access request and click Continue.

1. Click Finish.

1. You’ll be redirected back to Kommo and if you have any templates from the WhatsApp Business API, they will be automatically migrated. Click Finish.

1. A pop-up will confirm that your number has been successfully connected.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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