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Talkdesk Digital Engagement: WhatsApp Business Onboarding Process
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Provisioning Process

After Talkdesk has approved provisioning, users can access the Channels app and locate the WhatsApp channel. Click the Connect to WhatsApp [1] button to start the registration process.

A new window will open, prompting login and identity verification [2] with the Facebook or Meta Business credentials.


Once logged in, you’ll be prompted to provide permission so Talkdesk can connect your business account with WhatsApp services. Click the Get Started button [3] to proceed.


Next, you can choose from an existing business portfolio associated with your account or create a new one if you’re setting up a fresh portfolio.

Then, to begin managing your messaging, you must create a new WhatsApp Business Account.

When setting up a new account, you must provide a name [4] and select the category [5] that applies to your business (from the dropdown menu).

Provide the phone number [6] you’d like to use with WhatsApp and select how you’d like to receive the verification code [7] to confirm ownership of this number.

Note: Admins can buy a number in the numbers app, set it as an SMS touchpoint, and use this number to receive a verification code.

For phone numbers that are previously connected with other services, please disable the two-step verification before this step. For more details on how to disable two-step verification on Meta, please click here.

By following these steps, you will be able to successfully sign up and register your WhatsApp sender. Click Finish [8] to apply your selection.

 

Note: Please do not refresh the Talkdesk Touchpoint page during the signup process. If the Touchpoint is not added after completing the signup, retry the process, thus ensuring that the Talkdesk Touchpoint page remains stable.

After registration, the number will appear in the Talkdesk WhatsApp touchpoint list with the status "Missing Provider" [9]. It may take several minutes for the touchpoint to be connected. 

Once the touchpoint is connected, click the More Actions [10] button (three dots) next to the number, change the status to "Active," and the number will then be ready to send and receive messages.

To provision an existing sender number, you must disable the two-step verification in the Meta console. Follow the same steps as the new sender provisioning.

Now, the previous WhatsApp channel must be disabled, so customers only have one WhatsApp channel in the workspace and Admin apps. The old conversation history can still be tracked in the contact/activity apps.

Important Note: If you encounter any difficulties in the provisioning process, please send a Support ticket. 

 

Migrating your WhatsApp Business Number

This section guides you through the process of migrating your existing WhatsApp Business Phone Number and its associated WhatsApp Business Account (WABA) from one Solution Partner (like Twilio) to our service using the Embedded Signup tool.

 

Why Migrate? (What You Keep)

When you migrate using our process, you retain all your critical business assets, ensuring a seamless transition:

  • Display Name: Your approved WhatsApp display name remains the same.
  • Quality & Limits: You keep your current quality rating, Official Business Account status, and template messaging limits.
  • Approved Templates: All approved, high-quality templates will be transferred.

 

How It Works 

We strongly recommend using the Embedded Signup method for migration because it is:

  • Simpler: The process can be initiated by you, the customer, with fewer steps.
  • Automated: It automatically generates and grants ownership of all necessary assets.
  • Quick Access: It automatically grants our app access to those assets, requiring fewer technical API calls.

 

Prerequisites

Before starting the migration process, please ensure your business phone number meets all the following requirements.

Requirement How to Confirm
Meta Business Account Verification Your Meta Business Account must have a Verified status.
WABA Status Your existing WABA must have an Approved status.
Payment Method Your existing WABA must have a valid payment method attached (check Payment Settings).
Two-Step Verification Two-Step Verification must be DISABLED on the business phone number.
Verification Code Receipt The number must be able to receive an SMS or Voice verification code during the process.

*Note: If you own your WABA, you can check these settings in the Meta Business Manager. If you do not own your WABA, please ask your current Solution Provider (BSP) to confirm or adjust these settings for you.

 

Migration Limitations

The following types of phone numbers cannot be migrated:

  • Test business phone numbers issued by WhatsApp.
  • Migrated numbers can only be registered for use with the Cloud API.
  • If the source WABA is on the On-Premises API, message history and uploaded media will not be migrated.
  • The business phone number must have an Approved display name.
  • The business phone number cannot have any pending display name change requests associated with it.

 

Billing during Migration

Billing is based on the time the message is delivered:

  • Billed by Old Provider: Messages delivered before the migration is complete are charged by your old Solution Partner.
  • Billed by Old Provider (Special Case): Undelivered messages sent before migration but delivered after migration is complete will still be charged by your old Solution Partner.
  • Billed by New Provider: Messages delivered after the migration is complete are charged by us (the new service provider).

 

Step-by-Step Migration Guide 

 

Step 1: Disable Two-Step Verification (Crucial)

  • If you own your WABA: Use the WhatsApp Manager to disable two-step verification on your business phone number.
  • If you do not own your WABA: Contact your current Solution Provider and instruct them to disable it for you.

 Important: The remaining steps cannot be completed until two-step verification is disabled.

 

Step 2: Access and Launch Embedded Signup

  • Navigate to your designated Embedded Signup link/portal provided by us.
  • Follow the prompts to supply the business phone number you wish to migrate and its display name.

Note: If this is your first migration, please create a new WhatsApp Business Account (WABA) through the Talkdesk Embedded Signup Page.

 

Step 3: Activate the New Touchpoint

  • Once you complete the flow, a new "Touchpoint" will be created in our system.
  • The system status will eventually change to "inactive."
  • Please contact your Technical/Support team to perform the final activation step. Once activated, you can immediately begin using outbound conversation and template features.

 

Step 4: Remove the Old Touchpoint

  • After your service is fully stable and running on our platform, ensure you remove or deactivate the phone number and associated settings with your old service provider to avoid any unexpected charges or conflicts.

For more information, please also refer to this article on how to migrate a phone to a different WABA.

 

Additional Resources

 

WhatsApp Business Terms of Service

To know more about the WhatsApp Business Terms of Service, please read this article.

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