How to migrate from another WhatsApp Business Solution Provider to Klaviyo

Learn how to migrate from another WhatsApp Business Solution Provider (BSP) to Klaviyo while keeping your WhatsApp Business phone number and account details.

When you migrate to Klaviyo, the following will transfer with your phone number:

• Display name
• Quality rating
• Official Business Account status
• Messaging limits
• Approved templates

Approved templates and their quality ratings do not transfer when you switch providers. Templates belong to each provider's Messaging account, so you'll need to recreate them in Klaviyo and submit them to Meta for approval.

This content requires Functional cookies to be enabled.

Update Cookie Settings

Before you begin

Before starting the migration:

• Confirm you have login access to the Meta Business Portfolio used with your current BSP. You must use the same Meta Business Portfolio to set up WhatsApp in Klaviyo. Using a different account is the most common reason migrations fail.
• Make sure someone with admin access to that Meta Business Portfolio is available throughout the migration.
• Confirm you can receive a text or call on the phone number being migrated. You'll need it for verification during setup.
• Plan for a pause in paid messaging if you remove your previous provider before completing Klaviyo setup. The pause lasts until Klaviyo setup is complete.
• Account for time to rebuild your messaging setup in Klaviyo (flows, campaigns, templates, subscriber imports). This work happens after migration completes, which extends your total time without active sending. To minimize this, see the optional pre-migration setup below.

Limitations

When migrating your phone number to Klaviyo, keep in mind:

• Test business phone numbers issued by WhatsApp cannot be migrated.
• Migrated numbers can only be registered with the Cloud API.
• Business phone numbers must have an approved display name.
• Numbers with pending display name change requests cannot be migrated.
• Templates and their quality ratings do not transfer. Recreate your templates in Klaviyo and submit them to Meta for approval.

Migrate your WhatsApp Business Phone Number to Klaviyo

Step 1: Disable two-step verification

To migrate to Klaviyo, you must disable the phone number's two-factor authentication (2FA) in your WhatsApp Business Account. If you’re unable or unsure how to do this, reach out to your Meta Admin.

If you have access to WhatsApp Manager, you may be able to disable this yourself.

1. In Meta Business Suite, navigate to Business Settings.
2. Select WhatsApp Accounts.
3. Select the specific WhatsApp account you want to modify.
4. Click on WhatsApp Manager within the account settings.
5. Select the phone number associated with your account.
6. Click Settings for the selected phone number and select the Two-Step Verification tab.
7. Click Turn off two-step verification. This will trigger a confirmation email.
8. Click the link in the email confirmation sent to you to confirm this change and disable 2FA.

Step 1: Connect your WhatsApp account to Klaviyo

1. In Klaviyo, go to Settings > WhatsApp.
2. Click Connect to WhatsApp.
3. Follow the prompts in the setup modal:
   • Select the same Meta Business Portfolio that contains your existing WhatsApp account and phone number.
   • Select your existing WhatsApp account. Meta automatically creates a separate Messaging account for Klaviyo.
   • Confirm the display name matches what's currently approved on your number.
   • Select the existing phone number you want to use in Klaviyo.
   • Complete the remaining setup prompts in Meta and return to Klaviyo to finish connecting your account. No verification code is needed when switching providers with your existing WhatsApp account and phone number.

After migration, your number may show as connected and active in Klaviyo, but Klaviyo won't send messages until Meta routes your WhatsApp conversations to Klaviyo. Meta may keep your previous BSP assigned to your conversation routing settings. You must change this manually.

1. In Meta Business Suite, go to Business Settings > WhatsApp Accounts and select your phone number.
2. Click the Conversation routing tab, then click Manage.
3. In the Manage who responds to messages window, use the dropdown for each conversation type to select Klaviyo: customer replies to a click-to-WhatsApp ad; customer sends a message; calls with customers; customer replies to a marketing message; customer replies to a utility message.
4. Click Apply.

Note: To confirm the change worked, send a test message from a flow or campaign to a test profile.

Optional: Reduce downtime by setting up Klaviyo before migrating

If minimizing your sending gap is a priority, you can connect Klaviyo to a new WhatsApp Business Account (WABA) first, build out your messaging setup, and migrate your live number only when you're ready to send.

How it works:

• Connect Klaviyo to a new WABA. During Meta's embedded signup, select Display name as your phone number type instead of entering your live number. Paid accounts can also use a Klaviyo-provided number to send WhatsApp messages during this setup period.
• Build your Klaviyo setup while still sending from your current BSP: import subscribers, configure flows, draft campaigns, and submit templates for approval.
• When you're ready to migrate, navigate to WhatsApp settings. In the WhatsApp phone numbers section, click Add number to add your existing live sending number.
• Migrate your live number to Klaviyo. Complete Klaviyo setup before resuming paid messaging from your existing number.

Requirements and caveats:

• To send from a display name, your Meta Business Portfolio must be verified and your display name must be approved by Meta. Without both, the display name setup lets you complete Klaviyo configuration but can't be used for test sends.
• We recommend waiting until your live number is migrated before messaging your subscribers, even if test sending from the display name is available to you.

Migrate your existing WhatsApp phone number

We recommend migrating your existing WhatsApp phone number to Klaviyo whenever possible. Your customers already recognize this number, making it easier for them to identify your business and trust your messages.

We recommend that you:

• Send a campaign from your current WhatsApp number announcing that you'll be switching to a new number. Include the new number so customers know what to expect.
• Once your new number is active in Klaviyo, send a campaign from the new number reminding customers that you've switched numbers.

Optional: Remove your previous provider from Meta

After you migrate, your previous provider may still be listed as a partner on your WhatsApp account in Meta. If you want to remove it:

1. Wait at least 24 hours.
2. In Meta Business Suite, open the Partners tab for your phone number, select Manage next to your previous provider, and remove their access.

Do not remove Klaviyo as a partner.

Next steps

Congratulations! You have migrated to Klaviyo.

Learn about import your WhatsApp or see how to set up a flow.