Your WhatsApp number will remain active throughout this migration, with no downtime for your customers. Your chat history moves over with it when you migrate to Text. This article covers the WhatsApp number only.
Before you start:
Confirm every item below before beginning. Two of these checks live in different screens in Meta, so check both carefully.
Check | Where | Must show |
Two-step verification off | WhatsApp Manager → number settings | Disabled |
Meta business verified | Business Settings → Business verification | Verified |
Display name Approved, no pending change request | WhatsApp Manager | Approved |
New WhatsApp Business Account created in your own Meta business portfolio | Meta Business Suite | Exists, no number added yet |
Payment method added to the new WABA | New WABA → settings | Card on file |
To check or turn off two-step verification, go to WhatsApp Manager, select your number, and open Two-step verification.
Keep LiveChat's WhatsApp connected while you do this. Don't uninstall the app, delete the number in Meta, or cancel the subscription. Leaving the number live on LiveChat is what keeps this migration at zero downtime.
How to migrate your number
Go to Meta Business Suite and create a new WhatsApp Business Account (WABA). Add a payment method in its settings.
Open this link https://my.livechatinc.com/apps/settings/whatsapp and click Connect WhatsApp.
Log in with your Facebook business account.
When asked to choose a WhatsApp Business Account, select the new one you created in step 1.
Choose to add a number, then enter the phone number and display name you're migrating.
Confirm you're migrating from another provider, then enter the 6-digit code Meta sends by SMS or voice call.
Click Register phone number.
Send a test message to the migrated number to confirm it appears in your inbox. Once that's confirmed, you're ready for the LiveChat to Text migration, and you can delete your previous WhatsApp Business Account.
What moves with your number
Your phone number, display name, quality rating, and messaging limits, Official Business Account badge, and approved templates (up to Meta's 250-template limit) all carry over.
Where to get help
If anything doesn't go as expected, don't try to push through it on your own. Since this migration moves you off one of our products and onto another, reach out to your Text contact or support as soon as something looks off.
Frequently asked questions
No. Your number remains connected and active on LiveChat throughout the process. There's no window where messages stop arriving.
Yes. Because this is a migration between Text's own products rather than a move from a third-party provider, your chat history moves over along with the number.
Create a new one in your own Meta business portfolio. Reusing the account tied to your current setup can cause billing and ownership issues down the line.
Your approved templates are numbered, up to Meta's limit of 250 templates per account.
No. Keep LiveChat's WhatsApp connection active until the migration is confirmed, and you test it by sending a message to the connected number. Canceling early can cause the number to go offline. You can also check the status in your Meta Business Suite to see whether the new WABA-migrated phone number is ‘connected’.
No. This article only covers moving your WhatsApp number. The broader LiveChat to Text account migration is a separate process, and this WhatsApp migration is a prerequisite step for it.