BSP Migration

BSP Migration

Migration

To migrate your existing WhatsApp Business API number from another Business Service Provider (BSP) to Zoho using Embedded SignUp, follow the updated steps below.
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Overview and Prerequisites

A Business Service Provider (BSP) is a third‑party provider that helps businesses use the WhatsApp Business Platform without building and hosting the API stack on their own.  If your WhatsApp number is currently hosted with another BSP and you want to move it to Zoho while keeping the same number, use BSP‑to‑BSP migration. Click here to read more.

Info: You must have a verified Facebook (Meta) Business Manager for WhatsApp to approve your WhatsApp Business Account (WABA). Learn more about the process here.

Limitations and retention during migration:
  1. Messages and conversation history are not migrated to Zoho Desk.
  2. Display name, quality rating, messaging limits, and OBA (Official Business Account) status are retained.
  3. Existing message templates may move with the WABA but cannot be used in Desk; create new templates in Desk after migration.
Before starting:
  1. Ensure the existing (losing) WABA and the destination WABA are under the same Facebook Business Account.
  2. Ask your current BSP to disable two‑step verification (2FA) for the phone number.
  3. Confirm you have access to the phone/landline to receive the OTP via SMS or voice call during verification. 

Read about Meta BSP Migration.


Steps for BSP to BSP Migration

If you are migrating a WhatsApp Business phone number from another Business Service Provider (BSP) to Zoho, follow these steps:

1. Ensure preconditions are met:
  1. The existing (losing) WABA and the new (gaining) WABA must be under the same Facebook Business Account.
  2. The two-step verification (2FA) must be disabled for the phone number by your previous BSP. Please contact your previous provider to get this done.
  3. The Meta Business Manager account must be verified.
  4. Note: Messages and conversations will not be migrated. However, display name, quality rating, messaging limits, and OBA (Official Business Account) status will be retained.
  5. Existing templates will migrate but cannot be used in Desk. New templates must be created.

2. Start the migration:
  1. In Zoho Desk, go to the Instant Messaging > WhatsApp setup page
  2. Click Add Number to start connecting a WhatsApp Business number.


  1. A Facebook login page opens. Enter your Meta Business Manager credentials and sign in with the account that owns your WhatsApp Business assets.

  1. When the Meta window shows your profile, click Continue as WA Demo.

  1. Click Continue


3. Create or Select WABA
  1. Create a new WABA or select an existing destination WABA within that Business Account.
  2. Proceed to create the WhatsApp Business Account Profile for the destination WABA.



4. Migrate the phone number:
  1. On the Add your WhatsApp phone number screen, select Add a new number.
  2. Choose the correct country code, enter the phone number to be migrated, and choose how to verify it: Text message or Phone call.


5. Post-migration setup:
  1. After successful migration, create a WhatsApp channel for the migrated number in Desk.
  2. This step is crucial to start sending and receiving messages without delay.