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As a YCloud technical development partner, use this guide when a customer wants to move a WhatsApp Business Platform number from another Business Solution Provider (BSP) to your solution on YCloud. The steps depend on whether the customer is moving from another provider independently or previously registered through your partnership with that provider.

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Before you start

Your customer must use a Facebook account with administrator access to the WhatsApp account that owns the number. This guide covers WhatsApp Business Platform numbers. For WhatsApp Business App coexistence numbers, see Coexistence accounts migration.

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Case 1: A customer moves from another BSP to your solution

Ask your customer to complete the Number migration guide. They must select their existing registered number, confirm the business assets and permissions, and click Finish at the end of embedded signup. They should then wait for the connection to complete.
Your customer must click Finish. Closing the popup directly can prevent the migration from completing.

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Set conversation routing to YCloud

Include this final step when guiding your customer through migration. In Meta, YCloud must be selected as the partner that handles the migrated number’s conversations.
  1. Open WhatsApp accounts in Meta Business Settings.
  2. Search for and select the migrated phone number.
  3. Open Conversation routing and click Manage under Message routing.
  4. Select YCloud for each routing category shown, including customer messages and replies to ads, marketing messages, and utility messages. If Calls with customers is shown, select YCloud for that category too.
  5. Click Apply.
Meta conversation routing dialog with YCloud selected for customer messages, calls, and replies to ads, marketing messages, and utility messages.

Select YCloud as the partner for the routing categories, then click Apply.

After saving, test both sending and receiving messages through your YCloud integration. Confirm that the customer’s replies reach your solution.

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Case 2: You previously partnered with another BSP

Use this process if you previously partnered with another BSP and your customers registered their WhatsApp Business Accounts through that partnership.
  1. Ask the customer to sign in to Meta Business Settings with their administrator account. In the left navigation, click WhatsApp accounts and select the phone number they want to migrate. Open the number’s Messaging accounts tab, click the … menu next to the linked messaging account, and select View Messaging account.
WhatsApp accounts settings with the Messaging accounts tab, linked account menu, and View Messaging account option highlighted.

Find the number's linked messaging account and select View Messaging account.

  1. On the messaging account page, open Partners, find your business, and click Manage to remove you (the technical development partner). At this step, remove your business, not the BSP you previously worked with. Keep the customer’s WhatsApp Business Account and phone number.
Messaging account settings with the Partners tab and the Manage button for an assigned partner highlighted.

Open Partners and manage your business's connection to remove you as the technical development partner.

  1. Guide the customer through Case 1 to reconnect the existing number through YCloud.
  2. Make sure the customer sets Conversation routing to YCloud and tests sending and receiving messages.
  3. After migration is complete, conversation routing points to YCloud, and sending and receiving messages work correctly, the customer can remove the BSP you previously partnered with from their account’s partner connections.