WhatsApp Business API sunsetting

October 3, 2025

Requirements:

  • Access to your Meta Business Manager to connect your number.
  • An active WhatsApp Business integration in Kommo. See how to connect WhatsApp Business.
  • Your number must not already be connected to another WhatsApp integration.

Limitations:

  • Migration is only available for numbers already connected in Kommo.
  • Automations (like bots and triggers) will reset during migration and need to be reconfigured.

Kommo is upgrading its WhatsApp integration from the WhatsApp Business API to the new WhatsApp Business integration. This change is important because the new integration connects directly to Meta’s Cloud API. That means:

  • It’s more stable and reliable
  • You’ll get Meta’s updates and features right away
  • There are no extra Kommo fees—just Meta’s conversation prices

Your contacts and chat history will stay safe. We’ve also built a tool to make the migration smooth, so you can keep messaging in your existing chats.

What will happen to WhatsApp Business API users?

From October 1, 2024, Kommo no longer maintains or supports the WhatsApp Business API. Your numbers remain active, but the integration may not work properly. Here’s what this means:

  • No updates: no new features or bug fixes
  • No customer support: Kommo support won’t assist with this integration
  • No top-ups: topping up balances ended September 20, 2024
  • No new numbers: you can’t connect additional numbers to the API

Benefits of switching to WhatsApp Business integration

Switching to WhatsApp Business integration offers several advantages over the traditional WhatsApp Business API:

  • Increased stability – The integration connects directly with Meta’s Cloud API, which reduces errors and improves reliability.
  • No additional fees – The $0.002 per message Kommo fee no longer applies. You only pay Meta’s conversation prices.
  • 24-hour customer service window – Each time a client messages you, a 24-hour window opens. During this time, you can reply freely without using templates.
  • Enhanced features – You can use quick reply buttons, list messages, media templates, and message reactions that weren’t supported before.
  • Customizable source names – Sources can be renamed in Kommo to better fit your workflow.
  • Advanced statistics – The WhatsApp statistics section now includes more detail, such as:

- Conversations: Track free entry conversations, free tier conversations, regular paid conversations, and the total number of conversations. You can also see the total cost of all conversations.

- Templates: Monitor the number of templates sent, delivered, read, and clicked.

- Messages: Keep track of messages sent and delivered.

Learn more about the WhatsApp statistics in Kommo here.

How to request a refund for the remaining WABA balance

If you migrate your number and still have funds left in your WhatsApp Business API balance, you can request a refund. To do this:

  1. Go to the Help Center in your Kommo account.

  1. Click Chat with support.

  1. Request the refund directly with the team.

How to migrate the number to WhatsApp Business integration

Kommo includes a source merging feature to make migration easier. With it, you can:

  • Continue existing conversations without losing chat history.
  • Transfer previously created messaging templates automatically
  • Reset automations (bots and triggers) so they work with the new integration

For detailed instructions, see our How to migrate your number to WhatsApp Business article.

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.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.

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