Migrate from another provider

Move your WhatsApp Business number from Interakt, Gupshup, Twilio, Wati, or any other BSP to Relay.

Phone app coexistence

During onboarding, you can enable phone app coexistence to keep the WhatsApp Business App working alongside the Cloud API dashboard. If disabled (default), the phone app stops working for that number after migration.

With coexistence enabled, you can reply from both the phone and the dashboard. Messages sent from the phone app will not appear in the dashboard inbox.

Before you begin

Back up any conversation data or templates from your current provider
Expect 24–72 hours of downtime on the number during migration
Templates do not transfer, so you will need to recreate them
Message tier resets to Tier 1 (1,000 messages/day) on the new platform
The WhatsApp app on your phone will stop working for this number

Migrating from a BSP (Interakt, Gupshup, Wati, etc.)

Contact your current provider and request that they release/delete your phone number from their WABA. Ask for written confirmation.
Wait for release confirmation. This typically takes 24–72 hours depending on the provider.
Wait 24 hours after release for Meta to fully clear the number from the old WABA.
Log in to Relay and go to the onboarding page.
Click “Connect with WhatsApp” and complete the Embedded Signup flow.
Enter your phone number. You will receive an OTP for verification.
Verify and complete setup. Your number is now live on Relay.

Migrating from WhatsApp Business App

If you are currently using the WhatsApp Business App (phone app, not API):

Do NOT delete your account. The Embedded Signup will handle the migration.
Start the onboarding flow in Relay and enter the same phone number.
Meta will automatically migrate the number from the Business App to Cloud API.
The WhatsApp Business App will stop working on that number, and all messages go through Relay.

Important

Chat history from the Business App is not transferred. Export important conversations before migrating.

Migrating from a personal WhatsApp account

Delete the personal WhatsApp account from the phone (Settings → Account → Delete Account).
Wait 5 minutes for Meta to release the number.
Register the number through Relay's Embedded Signup.

Warning

All personal chat history will be permanently lost. This cannot be undone.

If your provider refuses to release the number

Escalate to Meta: file a support ticket at business.facebook.com with proof of number ownership.
Use a new number: onboard a fresh number on Relay immediately and migrate the old one later.

Post-migration checklist

Recreate message templates in Relay (Templates section)
Upload Knowledge Base documents for AI agent grounding
Test send and receive with a test number
Update any external integrations (CRM, e-commerce) with new webhook URLs
Verify the number's quality rating is GREEN in Settings → Numbers

Need migration assistance?

Our team can help with complex migrations. Contact support@branemind.com.