7 - Migrating a phone number from a BSP to Zendesk Sunshine Conversations

Zendesk does not support the WhatsApp Business Account (WABA) migration via the API, this is a Zendesk limitation and this is not on the roadmap.

However, it is possible to migrate a phone number manually from a Business Solutions Provider (BSP) to Zendesk Sunshine Conversations. 

Meta Requirements
You need to provide the exact same:
- Meta Business Manager Id the business initially used with the current BSP so Zendesk can create the WABA 
- Display name the business initially associated with the phone number

 
Step 1:
You will need to send a WhatsApp activation request + the client needs to sign the end-client agreement. As this is a migration, you need to mention it in your WhatsApp activation request so that our team is aware we won't be able to add the phone number in the WABA right away.
 
Step 2:
Zendesk creates the WABA, the client approves the notification so that WhatsApp can review the WABA. Once the WABA is approved, we will inform you. 
 
Step 3:
The WABA is approved, the client can ask the current BSP to disable the 2FA, it won't impact the messages going through / current integration.

• If the client initially integrated via the embedded sign-up process, then, they have access to their WABA and can disable the 2FA themselves.
• If the client initially integrated via the “on-behalf of” (OBO) process, then, the BSP should disable the 2FA as the client can’t access the WABA.

If you want to be 100% sure that the client did disable the 2FA, you can request a proof (screenshot) that looks like this:

Once it is done, you should inform us and we will add the phone number in the WABA we created. Then, we will prepare the activation link and you will be able to connect the phone number within the Sunshine Convesations app.