How to migrate your phone number to Desk from another BSP
What is a BSP?
BSP (Business Service Provider) is a third-party provider well-versed in the WhatsApp Business Platform. They can help you communicate with your customers on the WhatsApp Business Platform. Click here to read more
Suppose you are not a techie, but want to connect WhatsApp with your IT services, such as a multi-channel inbox, customer support system or a bot platform. You can work with a Business Service Provider to manage these communications between your business and customers.
It would help to have a verified Facebook Business Manager for WhatsApp to approve your WABA. Read more about the process here
How do you migrate a phone number from one BSP to Zoho Desk?
You can easily do this if you have a verified WhatsApp Business Account with a BSP and you want to migrate to another BSP without losing the same WhatsApp Business Number.
This means you can choose your favorite BSP, and you also get to keep your:
• Display Name
• Quality Rating
• Official Business Account Status
• Messaging Limits
This means you can choose your favorite BSP, and you also get to keep your:
• Display Name
• Quality Rating
• Official Business Account Status
• Messaging Limits
Who can migrate?
Method 1 - A new customer who wants to add a new number (WABA).
Method 2 - A new customer who wants to migrate an existing number from another BSP.
Method 3 - An existing customer who wants to migrate to a new number.
Method 4 - An existing customer who wants to migrate an existing number from another BSP.
Method 2 - A new customer who wants to migrate an existing number from another BSP.
Method 3 - An existing customer who wants to migrate to a new number.
Method 4 - An existing customer who wants to migrate an existing number from another BSP.
Before we get to the migration process:
Let us understand some keywords
• Source BSP: The BSP you are migrating from is called the Source BSP.
• Destination BSP: The BSP you are migrating to is the Destination BSP.
• Source WhatsApp Business Account (WABA): The WhatsApp Business account the phone number is currently registered to is referred to as the source WABA.
• Destination WABA: The WhatsApp Business account the number will be migrated to is referred to as the destination WABA.
Steps to migrate:
Method 1 - When a new customer wants to add a new WABA.
Follow the steps under the onboarding process in this help doc.
Method 2 - When a new customer wants to migrate an existing number from another BSP.
1. Log in to your Zoho Desk account with Administrator privileges.
2. Click the Setup icon ( 
) in the top bar.
3. Under Channels, click Instant Messaging.
3. Under Channels, click Instant Messaging.
4. Click Configure corresponding to WhatsApp on the Instant Messaging page.
5. Click Migrate from another BSP on the WhatsApp page.
5. Click Migrate from another BSP on the WhatsApp page.
6. Follow steps 6 to 10 under the onboarding process in this help doc.
Method 3 - When an existing customer wants to migrate to a new number.
1. Log in to your Zoho Desk account with Administrator privileges.
2. Click the Setup icon ( ) in the top bar.
3. Under Channels, click Instant Messaging.
3. Under Channels, click Instant Messaging.
4. Click Configure corresponding to WhatsApp on the Instant Messaging page.
5. Click Add Number on the WhatsApp channel listing page.
5. Click Add Number on the WhatsApp channel listing page.
6. Follow steps 8 to 10 under the onboarding process in this help doc.
Method 4 - When an existing customer wants to migrate an existing number from another BSP.
1. Log in to your Zoho Desk account with Administrator privileges.
2. Click the Setup icon ( ) in the top bar.
3. Under Channels, click Instant Messaging.
3. Under Channels, click Instant Messaging.
4. Click Configure corresponding to WhatsApp on the Instant Messaging page.
5. Click Migrate Number on the WhatsApp channel listing page.
5. Click Migrate Number on the WhatsApp channel listing page.
6. Read and accept the above conditions before proceeding with the migration.
Points to remember before you start migration:• The messages sent/received during the migration process will be queued by Meta. These messages will reflect once the migration is completed and a WhatsApp channel is created in Desk.
• The existing business conversations will not be migrated.
• The existing message templates cannot be used in Desk.
7. Enter the country code and business phone number.
8. Check the box if the Two-factor authentication is disabled.
9. Click Migrate.
8. Check the box if the Two-factor authentication is disabled.
9. Click Migrate.
10. Follow steps 9 and 10 under the onboarding process in this help doc.
You can migrate your WABA and business phone numbers by any of the four methods mentioned above.
Happy Messaging!
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