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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 Continue button [3] to proceed.

Enter the new number you wish to onboard, or choose to use your existing number for migration[4]. If you are using a new number, select how you’d like to receive the verification code [5]. Please note that we do not currently support the use of a display name with a virtual 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.

Select a Business portfolio and a WhatsApp Account. If you’re onboarding a new phone number, open the WhatsApp Account dropdown and select 'Create a WhatsApp Account'.

If you enter an existing WhatsApp API phone number in Step [4], its associated WhatsApp Account (WAAC) will be automatically selected in Steps [6] and [7] and cannot be changed. The existing WAAC will be displayed as shown below. Do not follow the same steps as for a new phone number; this is a critical step in the migration process.

Click Next, then click Confirm on the next screen. Complete any additional verification if prompted. If asked to verify your email, retrieve the verification code sent to the email address associated with your Meta account and enter it to continue.

By following these steps, you will be able to successfully sign up and register your WhatsApp sender. Click Finish [9] 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" [10]. It may take several minutes for the touchpoint to be connected. 

Once the touchpoint is connected, click the More Actions [11] 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/ Migrate from another provider

Under Meta’s new WhatsApp Account Model Evolution (WAME), migrating a business phone number from one Solution Partner to another using the legacy migration process is no longer required for supported onboarding scenarios. Instead, the customer shares their existing WhatsApp Account (WAAC) with the new partner through Embedded Signup (ES). 

Important Notes:

  • No more 2fa disabling step is required from the old BSP.
  • No traditional phone number migration is required. The phone number remains associated with its existing WAAC.
  • Partner sharing is additive. Onboarding a new partner does not automatically remove the existing partner.
  • Conversations can continue uninterrupted. The new onboarding process does not require the number to be moved to a new WAAC, although messaging availability depends on the account and routing configuration.
  • Templates and billing are managed separately. Under WAME, each integration has its own Paid Messaging Account (PMA), which manages partner-specific templates and billing settings.
  • Verify message routing before considering onboarding complete. Completing ES alone does not guarantee that service messages are routed to the intended integration.
  • Do not remove the previous partner prematurely. If other senders still rely on that partner, removing its account-level association may affect their service.
  • Consider other linked accounts before changing routing: If the WhatsApp Account is linked to other WhatsApp Accounts, review these associations before changing routing rules. Under the previous WABA model, multiple phone numbers could be grouped under one WABA. Where independent routing configuration is required for each sender, unlinking the relevant WhatsApp Accounts may allow each sender to be configured independently and help prevent routing changes from affecting other linked senders. Verify the impact of unlinking before proceeding.

If you encounter any difficulties in the provisioning process, please send a Customer Care ticket. 

 

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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