Base Help Center

Migrate Your WhatsApp Number to WhatsApp Cloud API

Why Migrate Your WhatsApp Number?

If you're using CRM and want to connect your existing WhatsApp business number to WhatsApp Cloud API, you must first migrate that number. This is a required step — you cannot simply add a number that's already registered on WhatsApp (personal or business app) to the Cloud API without disconnecting it first.

When you attempt to add a phone number that's already active on WhatsApp to the Cloud API (via Meta's Business Manager or CRM's WhatsApp integration), you'll encounter an error stating the number is registered to an existing WhatsApp account. To use it, you must disconnect it from the existing account and wait up to 3 minutes for the number to become available.

WhatsApp does not allow a number to be active on two platforms simultaneously through the standard connection path. You need to delete or unlink the number from the standard WhatsApp or WhatsApp Business app before it can be used with the Cloud API inside CRM.

What to Expect During Migration

Before you begin, note the following:

  • Your phone number remains the same
  • Your business profile can be recreated on the Cloud API
  • Your chat history will not transfer — it stays on the old device/app
  • The number will be temporarily unavailable (usually up to 3 minutes) during the switch

Step-by-Step Migration Guide

1. Back Up Your Chat History (Optional)

If you wish to keep a local copy of your conversations before disconnecting:

  • For WhatsApp: Go to Settings → Chats → Chat Backup and back up to Google Drive or iCloud.
  • For WhatsApp Business: Follow the same path — Settings → Chats → Chat Backup.

This step is optional since the backup won't transfer to the Cloud API, but it's good practice.

You must remove the number from the existing WhatsApp or WhatsApp Business app.

On WhatsApp (Personal):

  • Open WhatsApp on your phone.
  • Go to Settings → Account → Delete Account.
  • Select your country code and enter your phone number.
  • Tap Delete My Account.

On WhatsApp Business App:

  • Open WhatsApp Business.
  • Go to Settings → Account → Delete Account.
  • Enter your number and confirm.

This deletes your WhatsApp account tied to that number — your phone number itself remains unaffected.

3. Wait Up to 3 Minutes

After deleting, Meta's system takes a short time to release the number. Wait 2–3 minutes before proceeding.

4. Add the Number in CRM

Now head into CRM and connect your WhatsApp number via the Cloud API:

  • In your CRM sub-account, go to Settings → Integrations → WhatsApp.
  • Click Connect WhatsApp.
  • Follow the Meta Business Manager flow (you'll be asked to log into Facebook and select or create a Meta Business account).
  • When prompted to add a phone number, enter the number you just freed up.
  • Verify it via OTP (SMS or call).

If you still see the "number is registered" error, wait another 2–3 minutes and try again.

5. Set Up Your WhatsApp Business Profile in CRM

Once connected, configure your business profile:

  • Business Display Name — the name customers will see
  • Category — choose the closest match to your business type
  • Profile photo and description

This information is managed through Meta's Business Manager but will reflect inside CRM's conversations.

6. Start Automating in CRM

With the Cloud API connected, you unlock the full power of WhatsApp inside CRM, including:

  • Bulk messaging — send campaigns to your contact lists via WhatsApp
  • Workflow automations — trigger WhatsApp messages based on pipeline stage, form submissions, appointments, and more
  • Two-way conversations — manage replies in the CRM Conversations inbox
  • WhatsApp templates — create and send pre-approved message templates for outbound outreach
  • CRM integration — all WhatsApp activity logs against your contacts automatically

Common Issues & Fixes

Problem: "Number is already registered" error
Fix: Wait 3–5 minutes after deleting the account and try again

Problem: OTP not received
Fix: Make sure the number can receive SMS or calls; try the call option

Problem: Number shows as pending in Meta Business Manager
Fix: Verify your Meta Business account is approved and your phone number is added correctly

Problem: WhatsApp messages not showing in CRM
Fix: Check that the webhook is properly configured under your CRM WhatsApp settings

Final Tips

Use a dedicated business number for your Cloud API connection — avoid using your personal WhatsApp number. If you're managing multiple client sub-accounts in CRM, each sub-account needs its own unique phone number. Once on Cloud API through this standard path, you cannot use that number on the regular WhatsApp or WhatsApp Business app simultaneously — unless your account is eligible for Coexistence.

Migrating your number is a one-time step, and once it's done, you have the full flexibility of the WhatsApp Cloud API working seamlessly inside CRM — automations, campaigns, CRM data, and two-way messaging all in one place.

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