Plan requirement
| Subscription | Any plan |
| Access | Admin |
A number can move between accounts or providers. It is a planned migration with downtime, not a setting change.
The situations
- Between two Zendesk accounts, after a reorganisation or a merger.
- From another provider into Zendesk, when consolidating.
- Out of Zendesk to somewhere else.
All three follow the same shape: release at one end, claim at the other, verify again.
What to expect
- Downtime. Between release and reconnection the number cannot receive messages, and they are not queued.
- Reverification. The voice or text verification is done again.
- Templates do not travel. They belong to the business account and are resubmitted at the destination.
- History does not travel. Old tickets stay where they are.
Plan around the downtime
Choose a quiet period, and tell customers on your other channels that WhatsApp is briefly unavailable. Messages sent during the gap are lost rather than delayed.
Templates first, if you can
Submitting templates at the destination before the move means approval is running while you wait, rather than after. That can be the difference between hours of downtime and days of reduced service.
Moving a number is worth planning together. Tell us what you are moving and when, and we will help you sequence it so the gap is as short as possible.
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