Migrate a number to Relay

Move a WhatsApp Business number from another provider, the WhatsApp Business App, or a personal WhatsApp account.

Audience: Workspace owners and adminsLast updated 12 October 2026

A WhatsApp number can be connected to only one WhatsApp Business Account at a time. How you move it depends on where the number is today.

Where the number is today	What to do
Another provider (Interakt, Gupshup, Twilio, Wati or another BSP)	The provider releases it, then you connect it in Relay. See Migrate from another provider.
WhatsApp Business App on a phone	Connect it directly; Meta migrates it during signup. See Migrate from the WhatsApp Business App.
Personal WhatsApp account	Delete the personal account first. See Migrate from a personal account.

Before you begin

Export any conversations or templates you need from your current provider or app.
Plan for 24 to 72 hours when moving from another provider, during which the number may not send or receive messages.
Templates do not transfer. You recreate and resubmit them in Relay.
The number's messaging limit can restart at the entry tier (1,000 business-initiated conversations per day) and rises again with good quality.

Ask your current provider to release the number
Request that they remove the number from their WhatsApp Business Account, and ask for written confirmation.
Wait for release confirmation
Providers typically take 24 to 72 hours.
Allow Meta time to clear the number
Wait a further 24 hours after the release so Meta fully detaches it from the old account.
Connect the number in Relay
Open the onboarding page, select Connect WhatsApp, and complete Embedded Signup as described in the quick start.
Verify the number
Enter the code Meta sends by SMS or call. The number is live once onboarding reaches the Live stage.

Escalate to Meta: open a support request in Meta Business Suite with proof that you own the number.
Start with a new number: connect a new number to Relay now and move the original one later.

Keep the Business App account
Do not delete it. Embedded Signup performs the migration.
Decide whether the phone app should keep working
On the onboarding page, tick Connect an existing WhatsApp Business App number to keep using the phone app alongside Relay (coexistence). Leave it unticked to move the number to Relay only.
Connect the same number
Select Connect WhatsApp and choose that number in the Meta window.

Option	What happens
Coexistence on	Both the phone app and Relay work. Messages sent from the phone app do not appear in the Relay inbox.
Coexistence off (default)	The phone app stops working for this number. All messages go through Relay.

Chat history is not transferred

Messages from the WhatsApp Business App are not copied into Relay. Export conversations you need before migrating.

Delete the personal WhatsApp account
On the phone, open Settings›Account›Delete account.
Wait about 5 minutes
Meta needs a few minutes to release the number.
Connect the number in Relay
Complete Embedded Signup with that number.

Deleting a personal account is permanent

All personal chat history on that account is lost and cannot be recovered.

Recreate and submit your message templates under Templates.
Add knowledge so your AI agent gives grounded answers.
Send and receive a test message from another phone.
Update any external systems (CRM, store, automations) that pointed at your old provider.
Confirm the quality rating shows GREEN under Settings›Numbers.

For complex migrations, email support@branemind.com with your number, current provider, and workspace name.