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Phone Number Migration to respond.io WhatsApp Business Platform (API)

Joshua Lim Updated by Joshua Lim

Benefits of Migrating to respond.io WhatsApp Business Platform (API)

Migrating to respond.io's WhatsApp Business Platform (API) provides businesses with a wide range of benefits such as:

  • Lower costs and transparent charges with our intuitive WhatsApp Fees module.
  • Support for the latest features of WhatsApp Business Platform (API).
  • Faster message delivery through respond.io BSP than those sent through an on-premise solution.
  • Reliable service and connection with minimal interruptions to your WhatsApp Activities.
  • Zero Impact on your existing workflows and broadcasts upon successfully migrating to respond.io.

What will be Migrated?

Migrated

Not Migrated

✅ Display name

❌ Low-quality, rejected, or pending message templates.

✅ Phone Number Quality rating

✅ Messaging limits

✅ Official Business Account status (Green Tick)

✅ Any high-quality message templates previously approved

Migration Pre-requisites

To ensure a successful migration, read and understand the following pre-requisites before migrating to respond.io WhatsApp Business Platform (API):

  • You need to have a Meta Business Manager account with an admin access role to sign up for a WhatsApp Business Account(WABA) under respond.
  • You need to turn off your WhatsApp number two-step verification in your Meta Business Manager. If you've gone through the classic sign-up method, contact your current BSP to turn off your two-step verification for you.
  • Ensure that your respond.io WhatsApp Business Account have sufficient phone number slots to accommodate the phone number you’ll be migrating from. If not, consider removing a phone number or verifying your business to have more phone number slots.
  • You must have access to the phone number you want to migrate in order to receive a One-Time Password (OTP) via SMS or phone call.
  • Register the phone number to get it through the Interactive Voice Response (IVR) system if required.
  • Allow pop-ups on your browser. Here’s a guide if you are using Google Chrome Browser.
  • You have to use the same business account in your Meta Business Manager that is currently linked to your WhatsApp BSP account.
To prevent any future charges, cancel your subscription with your old WhatsApp Business Solution Provider (BSP) once you've successfully migrated to respond.io's WhatsApp Business Platform (API) .

Steps to migrate to respond.io WhatsApp Business Platform (API)

Step 1: Begin Phone Number Migration

Go to Workspace Settings > Channels > click on Migrate Now button > read and understand the requirements and click Migrate > tick the “I have read the instructions above” checkbox

Step 2: Connect your Facebook Account and Select or Create a New WABA

Click on the Connect with Facebook button > sign in to your Facebook account > create or select an existing WhatsApp Business Account (WABA) registered under respond.io.

When creating a new WhatsApp Business Account, make sure to exit the dialog once the screen displays "Accounts have been set up.", as shown below. If you are facing any issues here, please contact our support.

Step 3: Enter the Phone Number

Enter the phone number along with the country code in the input field as shown below. Then, select whether you want to receive the one-time password (OTP) via an SMS or a phone call.

Users who are using a virtual phone number must have access to the virtual phone number to receive the One-Time Password (OTP) via an SMS or a phone call.

Step 4: Select the Channel to Migrate

The platform will automatically display the Channel based on your phone number, select the Channel you are migrating from. Then, Click Next to proceed.

If you do not see any selected Channel or suspect that the suggested one is incorrect, you can manually remove it by clicking the remove icon. Then, input the correct Channel ID of the Channel you intend to migrate from.
It is important to provide the correct Channel ID when inputting manually to avoid issues with existing Channels, workflows, and broadcasts. Here’s how you can find your Channel ID.

If you are migrating from an unsupported BSP. Ensure to tick the checkbox shown below.

Step 5: Verify ownership of the phone number

Verify ownership of the phone number you wish to migrate by inputting the one-time password (OTP) that you received via an SMS or a phone call.

Congratulations on migrating your WhatsApp Business account to respond.io!

Step 6: Check your Migrated Phone Number in Channels Settings

Your migrated phone number should now be connected to the respond.io Business API Channel, found in your Workspace Channels settings.

You can now configure the Channel, access the WhatsApp Fees Module to manage your balance and send and receive messages.

Your broadcasts and workflows that were previously set up for your previous WhatsApp Channel are now automatically reconfigured to work with your newly connected respond.io WhatsApp Business Platform (API) Channel.

FAQ and Troubleshooting

Can I migrate from any other WhatsApp Business Service Provider?

Yes, you can migrate your phone number to respond.io WhatsApp Business Platform (API) from any other WhatsApp Business Service Provider, regardless of whether it is listed as a WhatsApp Channel on respond.io's platform. There are 2 ways you can start the migration process:

  • Click on this link to start the migration process.
  • Go to your Workspace Settings > Channels > + Add Channel > WhatsApp Business Platform (API) > Next > migrate now
If you are having trouble with migration, please contact our support.

Will the conversation window remain open after I migrate my phone number?

Yes, you can retain any ongoing conversation windows even after migrating your phone number to the respond.io WhatsApp Business Platform (API). This means that if you were previously engaged in a conversation with someone using previous WhatsApp Channels, you will still have access to that conversation when you switch to respond.io. It's important to note that the conversation window timer will not be reset during the migration, so any remaining time will still be applicable.

How long will the migration process take?

Our platform migration flow should allow for the completion of the process within 5 minutes.

Is there any downtime during the migration process?

No, during the migration process, there will be no downtime, and any messages sent to your phone number will be received once the migration is completed.

What is the impact of migration on WhatsApp Billing?

Messages sent before the migration will be charged to the previous WhatsApp provider, while messages sent after the migration will be charged to respond.io. Any messages sent that are not delivered before the migration will still be charged to the previous provider when they are delivered. In cases where overcharges are identified, the overcharged amount will be refunded to your wallet at the end of the billing cycle. Billing for all conversations that occur under respond.io WhatsApp Business Platform (API) Channel can be managed on your platform’s organization settings under WhatsApp Fees.

I have created workflows and broadcasts using my previous WhatsApp BSP Channel, will they still work after migrating?

Yes, your broadcasts and workflows that were previously set up for your WhatsApp BSP Channel are now automatically reconfigured to work with your newly connected respond.io WhatsApp Business Platform (API) Channel.

Where can I find my Channel ID?

Go to Settings > Channels > Navigate to your Channel

The Channel ID is displayed below your Channel Name.

I am receiving an error saying “Phone numbers count exceeded limit per business. You have already linked the maximum number of phone numbers allowed for this business account.” What should I do?

It's possible that you've added too many phone numbers to your WhatsApp Business Account, surpassing the limit. To rectify this, you can delete a phone number from a WABA. If you wish to avoid deleting any phone numbers, you may want to consider verifying your business to increase your phone number slots limit. Learn more about Meta business verification here.

I am receiving an error saying “Cannot migrate phone number. Please add this phone number in your WhatsApp account.” What should I do?

You are encountering this error because the number you entered not being registered under any WhatsApp account. Please make sure you input the correct number you wish to migrate. If the number is not registered, you may consider registering it directly with respond.io's WhatsApp Business Platform (API) by referring to this guide.

I am receiving an error saying “Invalid number of WABA accounts shared.” What should I do?

You are encountering this error because you have selected two or more WABAs to migrate to, whereas the migration process only allows for migration to a single WABA. To resolve this issue, reconnect with Facebook and close the first Dialog using META. Then, in the second Dialog, click on 'Edit settings' and ensure that you have selected only one WABA - the one you intended to migrate to or the one you created.

I am receiving an error saying “Unknown Error. Please contact support.” What should I do?

If you've encountered and resolved any issues, it's possible that you received this error due to attempting another migration too quickly. To resolve this, we recommend waiting for at least a day before attempting to migrate again.

I am receiving an error saying “Code couldn't be sent. Please try again in some time" when attempting to obtain the OTP code. What should I do?

We recommend to retry again after an hour. If the issue persists, contact support for assistance.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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