WhatsApp Business App to API Migration Guide

You can move from the WhatsApp Business App to the API and keep the same number. Your old chats do not automatically import into the new API inbox. With Meta's Coexistence feature, they stay accessible in the Business App while new conversations can sync with your API setup. Export the important chats before you start.

We coordinate the number connection and inbox setup with you. Confirm the verification work, prerequisites and transfer date before scheduling the team’s move.

The WhatsApp Business App got you started. The API adds agent routing, AI answers for repeat questions, CRM history, templates, and a shared team inbox. Your customers keep messaging the same number.

What you have today	What happens during migration
Phone number	Stays the same
Old Business App chats	Stay in the App with Coexistence; they do not automatically import into the API inbox
New conversations	Can sync with your API setup after Coexistence is connected
Staff access	Moves into a shared inbox with ownership and routing
Customer records	New chats write to a proper customer and booking record instead of a phone

Not sure if you need the API yet? Read our WhatsApp Business App vs API comparison first.

Why upgrade to the API?

Consider the API when you need conversation assignments, connected customer records or configured booking and follow-up tasks.

When several staff handle one number, check how they know who is responsible for each enquiry. A shared inbox should make assignments and earlier replies visible to the right people.

List the reminders, follow-ups and campaigns you want to send. Compare the scheduling and reporting available in the provider’s setup.

What the API gives you:

• Multiple team members in one inbox (no more sharing one phone)
• Conversation assignments and a record of staff replies
• Connected customer records
• Template messages. Send appointment reminders, follow-ups, and promotions at scale.
• Configured schedules and message triggers
• AI assistants like chatavocado that reply 24/7

Faster replies directly correlate with more bookings. Here's the data on why speed matters.

Check the requirements before choosing a provider

• How staff access the inbox and receive assignments
• Which staff actions are recorded
• Campaign permissions, template handling and account-quality tools
• Which delivery and engagement reports are available
• Message scheduling and trigger options
• Which tasks can be automated in the proposed setup
• Connections to the customer records and booking systems you use

What happens to your number and chats

What follows your number to the API:

• Your phone number stays the same. Your customers do not need to save a new contact or do anything at all.
• Your display name and profile picture carry over.
• Your verified green tick (if you have one) transfers to the API. You do not need to reapply.

Customers continue messaging the same number. Staff use the new inbox and need to know where customer information is available.

What does not move automatically:

• Pre-existing chat history does not import into the new API inbox. With Coexistence, it stays accessible in the Business App while new conversations can sync with your API setup.
• Update (March 2026): You can now use both the App and the API on the same number at the same time, thanks to Meta's Coexistence feature. This means you no longer have to choose one or the other. You can transition gradually.
• Group chats do not sync between App and API. The API's group support is limited (requires Official Business Account status and 100K daily conversations, max 8 participants). If you rely on group chats with customers, keep using the App for those while handling 1:1 conversations through the API.

This is why you need to export your chats before migrating. Do not skip this step.

How to export your chats before you migrate

Update (March 2026): If you use Meta's Coexistence feature, you can run both the App and API simultaneously, so your App chat history stays accessible on your phone. However, pre-existing chats do not sync to the API platform, so exporting important conversations is still a good idea.

If you are doing a full cutover instead of using Coexistence, export important chats before setup begins. Do not assume the new API inbox will contain your old history. It will not import automatically.

Choose the chats you need to retain. Include ongoing quotes, agreed prices and customer instructions that staff will need after the move.

From your phone (manual):

1. Open WhatsApp Business
2. Go to a chat you want to save
3. Tap the contact name at the top
4. Scroll down to "Export Chat"
5. Choose "Include Media" or "Without Media"
6. Save to Google Drive, email, or your files

You'll get a .txt file with all messages and timestamps. If you included media, you'll also get the photos and documents.

The catch: You have to do this one chat at a time. Each export takes about 2 minutes, including the time to select the chat, choose your export options, and wait for the file to upload. If you have 50 important customer chats, budget about two hours. If you have 200, set aside a morning for it.

Tip: Choose "Without Media" for most chats unless you specifically need the photos and documents. Media exports take longer and create much larger files. You can always export a few key chats with media and do the rest as text only.

Advanced method: Third-party tools can bulk-export chats. But be careful with data privacy. Make sure any tool you use is compliant with PDPA if you're handling Singapore customer data, or PDPA Malaysia if you are based there.

Understanding template messages

Once you're on the API, you can't just message customers whenever you want. WhatsApp has rules, and understanding them early saves you money and frustration.

The customer service window: check whether the window is open before replying and whether an approved template is needed to continue the conversation.

Template categories:

• Utility: Order confirmations, appointment reminders, shipping updates. Lowest cost.
• Authentication: OTP codes and verification. Also low cost.
• Marketing: Promotions, offers, re-engagement. Highest cost.

Real-world template examples by industry:

For a dental clinic or GP: "Hi {{name}}, this is a reminder that your appointment is on {{date}} at {{time}}. Reply YES to confirm or CHANGE to reschedule." This is a utility template and costs the least.

For a tuition centre or enrichment class: "Hi {{name}}, just a reminder that {{child_name}}'s class is tomorrow at {{time}}. Please let us know if your child will not be attending." Also utility.

For a cleaning or home services company: "Hi {{name}}, your cleaning session is confirmed for {{date}}. Our team will arrive between {{time}}. Please make sure someone is home to let us in." Utility again.

For a retail shop or F&B business running a promotion: "Hi {{name}}, we have a special this week: 20% off all items in store until Sunday. Show this message at checkout to redeem. Reply STOP to opt out." This is a marketing template and costs more.

Tips for getting templates approved:

• Be specific. "Hi {{name}}, your appointment is on {{date}} at {{time}}" works. Vague messages get rejected.
• Don't try to sneak marketing into utility templates. WhatsApp will reclassify them and charge you more.
• Include an opt-out option in marketing templates. Something like "Reply STOP to unsubscribe" at the end.
• Keep templates short and clear. WhatsApp reviewers check them manually, and overly long or confusing messages get rejected more often.

Before you submit, run the message through our free WhatsApp template checker. It catches a defined set of formatting, variable, context, and category risks in your browser, but it does not predict Meta approval.

WhatsApp billing changes to plan for

Meta moved template messages to per-message billing in July 2025. Since October 1, 2026, Meta also charges per message for service replies and utility templates sent inside an open 24-hour customer service window.

Marketing and authentication templates are also charged per delivered message. Rates depend on the message category and the recipient's market.

What this means for you in practice:

• You pay for each delivered template message, not one flat conversation fee
• Message category matters. A utility reminder and a marketing promotion have different rates
• Service replies and in-window utility templates have been charged per message since October 1, 2026
• Your provider may add a subscription fee or markup on top of Meta's rates

chatavocado never adds a markup to Meta's template-message fees. You pay Meta's published rate, then your chatavocado monthly plan. Our 2026 WhatsApp API update explains what changes on October 1 and how to estimate the effect before your first bill.

Compare the full provider cost and the work included, alongside message charges.

Three ways to migrate

Option 1: DIY through Meta

Apply for API access through Meta Business Suite. Set up a Business Manager account, verify your business, and configure everything yourself.

Cost: Free for the setup. You only pay WhatsApp's per-message fees.

Timeline: 1 to 3 weeks, sometimes longer. The business verification step with Meta can be unpredictable. Some businesses get verified in 2 days. Others wait 3 weeks and get asked for additional documents.

Pros: No monthly platform fee. Full control over your setup.

Cons: You need a developer or someone very technical. There is no inbox included, so you still need to build or buy one. No AI, no CRM, no automation out of the box. If something breaks, you are on your own.

This option only makes sense if you have a tech team and want to build a fully custom integration.

Option 2: Use a BSP (Business Solution Provider)

Companies like Twilio, 360dialog, or MessageBird handle the technical setup and give you API access through their platform.

Cost: Typically SGD $50 to $200 per month for the platform, plus WhatsApp's per-message fees.

Timeline: 3 to 7 days on average. BSPs have established relationships with Meta, so verification tends to go faster.

Pros: Handles the technical complexity for you. Usually comes with an inbox or integrates with popular CRM tools.

Cons: You still need to configure the inbox, set up templates, train your staff, and manage the system yourself. Most BSPs do not include AI or automation. You are paying for infrastructure, not a complete setup.

This option is good if you have a tech team that can manage the integration and you want flexibility to customise.

Option 3: Let chatavocado handle it

Our setup includes the number connection, shared inbox and agreed AI replies.

We configure the connection and test the agreed customer requests with you. The assistant guide describes example tasks.

Cost: Starts from SGD $199 per month billed yearly, which includes the platform, AI assistant, and shared inbox. WhatsApp's per-message fees are separate.

Timeline: 2 to 5 days from start to live.

Pros: Everything handled for you. AI assistant from day one. Multi-agent inbox included. Your staff can start using it immediately with minimal training.

Cons: Less customisation than a fully DIY setup. You are using our platform rather than building your own.

Migrating multiple locations or branches

For several branches, first decide whether customers should message one shared number or keep using each branch’s number.

One number with routing, or one number per branch?

One number for the whole business: Every customer messages the same number. Your team (or your AI employee) figures out which branch they need and routes them accordingly. Customers only need to save one contact. Simpler for them.

• Works well if your branches offer the same services and customers do not strongly identify with one location
• Easier for marketing. One number on all your flyers, your website, your Google listings
• Requires good routing logic so messages reach the right team. Without it, you get confusion

If the number will appear across printed and digital placements, the free WhatsApp link and QR generator can create a link and downloadable QR code with a pre-filled message.

One number per branch: Each outlet gets its own WhatsApp number on the API, all under one WhatsApp Business Account. Customers message the branch they want directly. Staff see only their branch's messages.

• Works well if each branch is different. Different menus, different services, different staff
• Customers already have a relationship with a specific outlet. Changing to one central number confuses them
• More numbers to manage, but each inbox stays focused

Most Singapore businesses with 3 to 5 branches choose one number per branch. Their customers already have the branch number saved. Forcing everyone onto one number creates unnecessary friction. See how one WhatsApp API inbox works across multiple branches, then read how a bar group runs 3 branches from one inbox with separate numbers per location.

Migration sequence: start with the quietest branch

Do not migrate all branches at once. And do not start with your busiest outlet. Start with the branch that gets the fewest messages. This gives your team time to learn the new system without the pressure of 50 customers waiting for replies.

A good sequence looks like this:

1. Migrate your quietest branch first. Get staff comfortable with the new inbox. Work out any issues.
2. Run it for one to two weeks. Note what your staff finds confusing or what needs adjusting.
3. Migrate the second branch. Apply what you learned from the first.
4. Migrate the busiest branch last, when your team already knows the system.

Use Meta's Coexistence feature during this process. Each branch can run both the App and the API on the same number simultaneously, so you are never fully cutting over until you are ready.

What stays the same across branches. What differs.

Keep consistent across all branches:

• General business policies: cancellation terms, deposit requirements, refund rules
• Pricing (if the same across outlets)
• Brand tone and messaging style
• AI knowledge base for company-wide FAQs

Customise per branch:

• Operating hours and address
• Staff names and roles
• Services or menu items specific to that outlet
• Google Maps link and directions
• Branch-specific promotions

If you are setting this up yourself, you need to configure each branch's details separately in whatever inbox or CRM you are using. For businesses with 3 or more locations, this is where the setup time adds up fast.

We have set up WhatsApp for 60+ businesses across Singapore and Malaysia, including multi-branch operators.

On our Enterprise plan, we handle the entire multi-location setup for you. One onboarding, all branches configured, AI trained on each outlet's specific details. Talk to us about your branches.

Already on the API? Switching from another provider

Switching API providers needs a separate check of your number, history, templates and integrations.

Switching providers is not the same as migrating from the App. The process is different, and there are things that can go wrong if you do not plan for them.

What actually happens when you switch BSPs

Number porting. Your WhatsApp number moves from your current provider to the new one. This is a standard process through Meta's systems. The actual transfer typically takes a few hours, not days. During those hours, your number is in limbo. Messages sent to you during the switch may not come through.

Template re-submission. Your approved message templates do not transfer automatically. You need to re-submit them with your new provider. Most templates that were approved before will get approved again, but it is not guaranteed. Meta reviews each submission fresh. Budget 24 to 48 hours for approvals, sometimes longer for marketing templates.

Confirm which history your current provider can export and how staff will access it after the switch. Do this before closing the old service.

Webhook reconfiguration. If you have integrations (CRM, booking system, payment notifications), those webhook endpoints need to point to your new provider. This is the most technical part of the switch and where most things break if you rush it.

What goes wrong during a provider switch

Ask both providers about possible interruptions during the transfer and how to check for missing or delayed messages.

Template rejections. A template that was approved with your old provider might get rejected on resubmission. This happens more with marketing templates. If your appointment reminders or booking confirmations are rejected, you cannot send them until you fix and resubmit. That can leave you without automated messages for a day or two.

Choose a quiet transfer period and tell the staff responsible for incoming enquiries what to monitor.

How to minimise downtime

1. Schedule the switch during your quietest hours. For most Singapore service businesses, that is late night or early morning. If your enquiries slow down after 10pm, start the porting process then.
2. Have your new provider fully set up before you port. Inbox configured. Templates submitted (they can be submitted before the number is ported). Staff trained. AI assistant ready. The moment the number lands, you should be live.
3. Re-submit your templates early. Submit your most critical templates to the new provider days before the switch. Get them approved first. Do not wait until porting day to find out your booking confirmation was rejected.
4. Export your conversation history. Do this before you disconnect from your current provider. Once you leave, access to those conversations depends entirely on your old provider's export policies.
5. Tell your team. Everyone who handles customer messages needs to know when the switch is happening, where the new inbox is, and what to do if something looks wrong.

On the Enterprise plan, we coordinate the agreed number transfer, template work and integrations. Discuss your existing setup with us before setting a transfer date.

Common mistakes during migration

Include these checks in the migration:

1. Assuming old chats will import into the new inbox. Confirm where history remains available and export the customer information your team needs before setup.

2. Not training staff on the new inbox. The API does not come with the WhatsApp Business App. Your staff will use a different inbox, whether that is chatavocado, a BSP platform, or something custom. If you switch on a Monday without showing your team how the new system works, you will have confused staff and slow replies all week. Spend 30 minutes walking everyone through it before you go live.

3. Sending marketing templates without opt-in. WhatsApp takes spam seriously. If you blast marketing messages to contacts who did not opt in, your number's quality rating drops, your sending limits get reduced, and in the worst case your number gets banned. Always make sure customers have agreed to receive marketing messages from you. Utility messages (like appointment reminders) are generally fine if the customer has an existing relationship with you.

4. Not testing the intended workflow. Test the customer requests you are moving to the new setup, including the cases that require staff. Make sure the team knows how to find and resolve a handover.

5. Migrating during a busy period. Choose a quieter time and leave room to train staff and resolve issues before the next peak.

Bring your current numbers, key templates and connected systems to a migration discussion.

Check the customer experience before launch

Send a test enquiry to the number and check the business profile, reply and staff handover.

Then test a booking or reminder your business uses. Confirm the customer details and the result in the connected system.

Frequently asked questions

Do I lose my WhatsApp chats when migrating to the API?

Your old Business App chats do not automatically import into a new API inbox. With Coexistence, they stay accessible in the Business App while new conversations can sync with your API setup. Export important chats before migration so your team has a separate record.

How long does WhatsApp Business API migration take in Singapore?

With chatavocado, the typical migration takes a few days from start to finish. DIY migration through Meta can take 1 to 3 weeks depending on how quickly Meta verifies your business.

What is a BSP and do I need one?

A BSP (Business Solution Provider) is a company authorised by Meta to help businesses set up the WhatsApp Business API. You can go direct through Meta, but a BSP handles the technical setup for you. chatavocado acts as your BSP and also builds your AI assistant.

How much does the WhatsApp Business API cost in Singapore?

Since July 2025, WhatsApp charges per message. Utility messages (reminders, confirmations) cost less than marketing messages (promotions). Since October 1, 2026, replies inside the 24-hour customer-initiated window are charged per message too. The exact cost depends on your volume, but most Singapore SMEs spend SGD $50 to $200 per month on API messaging.

Can I use the WhatsApp app and API at the same time?

Update (March 2026): Yes. Meta's Coexistence feature lets you run both the WhatsApp Business App and the API on the same phone number simultaneously. Your team can test the API while keeping the App available during the transition. For a full comparison, see our WhatsApp Business App vs API guide.

How do I migrate multiple branches or locations to the WhatsApp Business API?

Migrate one branch at a time, starting with your quietest location. Each branch can have its own WhatsApp number under one WhatsApp Business Account. Use Meta's Coexistence feature to run both the App and API simultaneously while each team transitions.

Can I switch from another WhatsApp API provider to chatavocado?

Yes. Your WhatsApp number ports to us in a few hours. We re-submit your templates, configure your inbox, and set up your AI employee before the number arrives. Chat history from your old provider does not transfer, so export important conversations first.