How to Transfer Your WhatsApp Number to the WhatsApp Cloud API

To connect your existing WhatsApp business phone number to the WhatsApp Cloud API within your CRM, you must first migrate the number. A phone number that is already registered on the standard WhatsApp or WhatsApp Business app cannot be directly connected to the Cloud API; it must be disconnected from the app first. There is an alternative method called Coexistence that allows some accounts to use the same number on both the app and the Cloud API at the same time. If you wish to keep using the number on your phone, check Meta's documentation to see if Coexistence is an option for you before following the standard migration steps below.

Why You Need to Migrate

If you try to add a phone number that is currently active on WhatsApp to the Cloud API through your CRM, you will likely receive an error stating the number is already registered. This occurs because the standard connection process does not permit a single number to be active on both the traditional app and the Cloud API platform simultaneously. To proceed, you must first remove the number from the app.

Before You Begin

Understand what will and will not carry over during this process:

• Your phone number itself remains unchanged.
• Your chat history from the app will not transfer to the Cloud API.
• Your business profile information will need to be set up again within the Cloud API.
• The number will be briefly unavailable, typically for a few minutes, during the switch.

Steps to Migrate Your Number

1. Back Up Chat History (Optional)

If you wish to keep a record of your past conversations, you can create a backup in your WhatsApp or WhatsApp Business app. Navigate to Settings, then Chats, and select Chat Backup to save to a cloud service. Please note this backup is for your records and will not be imported into the Cloud API.

2. Delete Your WhatsApp Account

You must delete the account associated with your phone number from the app.

• In the WhatsApp or WhatsApp Business app, go to Settings.
• Navigate to Account and select the option to Delete Account.
• Enter your phone number and confirm the deletion.

This action only deletes your WhatsApp account, not your actual phone number or SIM card.

3. Wait a Few Minutes

After deletion, wait approximately two to three minutes for the system to release the number before attempting to reconnect it.

4. Add the Number in Your CRM

Now you can connect the number to the WhatsApp Cloud API via your CRM.

• Go to your CRM sub-account settings and find the Integrations section.
• Select the WhatsApp integration and click to connect.
• You will be guided through a Meta Business Manager setup flow, which requires logging into your Facebook account.
• When prompted, enter the phone number you just freed up.
• Verify the number using the one-time passcode sent via SMS or phone call.

If you see an error that the number is still registered, wait another few minutes and try again.

5. Configure Your Business Profile

Once connected, you can set up your WhatsApp Business Profile, which includes your business display name, category, profile photo, and description. This is managed through Meta but will be visible within your CRM.

6. Start Using WhatsApp in CRM

With your number successfully on the Cloud API, you can now use advanced WhatsApp features in your CRM, such as bulk messaging campaigns, automated workflows, two-way conversation management in the inbox, and pre-approved message templates.

Troubleshooting Common Issues

"Number is already registered" error persists: Ensure you have waited at least 3-5 minutes after deleting the account from the app. If the error continues, wait longer and try again.

Not receiving the verification code: Confirm the phone number can receive SMS or phone calls. Try requesting the code via a phone call if SMS is not working.

Number shows as pending in Meta Business Manager: Verify that your Meta Business account is in good standing and that the phone number has been added correctly.

WhatsApp messages are not appearing in the CRM: Check that the webhook configuration is properly set up within your CRM's WhatsApp integration settings.

Final Recommendations

For best results, use a dedicated business phone number for your Cloud API connection. If you manage multiple sub-accounts in your CRM, each one requires its own unique phone number. Once migrated via this standard method, the number cannot be used simultaneously on the regular WhatsApp app unless your account qualifies for the Coexistence feature. This migration is a one-time process that unlocks the powerful integration of WhatsApp messaging with your CRM's automation and contact management tools.