Migrating Customer Assets

You can use Embedded Signup to migrate various types of customer assets, such as WhatsApp Business Accounts (WABAs) and business phone numbers, among Solution Partners and Tech Providers.

Switching Solution Partners

Customers can switch Solution Partners by unsharing their WABA with their current partner and resharing it with the new partner. All business phone numbers and templates associated will continue to work normally once the process is complete.

Note that once the customer initiates the process, they will be unable to send messages again until the 1st of the following month, so you may wish to advise them to begin the process closer to the end of the current month.

Limitations

• Customers must own their WABA. WABAs owned by Solution Partners (the On-Behalf-Of model) are not supported.
• Once the process is begun, the customer will be prevented from sending messages until your credit line replaces their current credit line. This happens on the first of the month after you share your credit line with the customer.
• Business phone numbers in-use with the On-Premises API must be re-registered as part of the process. Business phone numbers in-use with Cloud API do not need to be re-registered.

Step 1: Instruct customer to unshare WABA

Instruct the customer to use the Business Manager to unshare their WhatsApp Business Account with their current partner. They can do this by in Business Manager by navigating to:

Business Settings > Accounts (menu section) > WhatsApp Accounts > Partners (tab)

Once in the Partners tab, they can select their current partner, click the delete icon (trash can), and complete the flow to unshare their WABA.

You can provide the customer with the following link, which allows them to directly load their business portfolio in the Business Settings panel:

https://business.facebook.com/settings

Alternatively, you can direct the customer to the following Help Center article:

Manage Your WhatsApp Business Solution Provider’s Permissions

Keep in mind that once the customer completes this step, they will be prevented from sending messages until your credit line replaces their current credit line. This happens on the first of the month after you share your credit line with the customer.

If the customer attempts to send a message during this period, the API will return error code 131042 and a messages webhook will be sent to their current Solution Partner containing the same code.

Step 2: Instruct customer to complete Embedded Signup

Direct the customer to your implementation of Embedded Signup. Instruct them to complete the flow and to select their existing WABA when they see the This WhatsApp Business account was previously shared warning.

Once they select their existing WABA and proceed, the flow will end, so they do not need to select a business phone number.

Step 3: Get Asset IDs From Session Log

If you are using session logging, capture the customer's WABA ID when they complete the flow. Note that their business phone number will not be included in the session log.

Step 4: Exchange Code for Token

Exchange the returned code when the customer completes the flow for a business integration system user access token.

Step 5: Add System User to WABA

If you are using a system user access token (which is not recommended) instead of business integration system user access tokens, add your system user to the WABA using Business Manager:

Business Settings > Accounts (menu section) > WhatsApp Accounts > [Customer WABA] > People (tab) > Assign People (button)

Step 6: Share Your Credit Line

Share your credit line with the customer. This change will not be reflected until the first of the following month. Until then, the customer will continue to share their previous Solution Partner's credit line, but will be prevented from sending messages.

On the first of the following month, your credit line will replace the customer's previous credit line, and the customer can resume messaging.

Example

• April 20: A customer unshares their WABA with their previous Solution Partner. The customer is now prevented from messaging.
• April 21: The customer completes your implementation of Embedded Signup. You capture the customer's credentials and access token, and share your credit line with them. The previous Solution Partner's credit line is still shared with the customer, but the customer is still being prevented from messaging.
• May 1: Your credit line replaces the customer's previous credit line. The customer can now send messages again. Any conversations opened by the customer will be billed to your credit line.

Migrating Phone Numbers Between WhatsApp Business Accounts

See Migrating Phone Numbers Between WhatsApp Business Accounts via Embedded Signup.