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WhatsApp - Productive number migration from Genesys Engage to Genesys Cloud

  • 1.  WhatsApp - Productive number migration from Genesys Engage to Genesys Cloud

    Posted 4 hours ago

    Dear Genesys Cloud Community,
    We're migrating one of our customer from Genesys Engage to Genesys Cloud. 

    One of the required activity is to migrate their WhatsApp number (currently integrated with Genesys Engage) to Genesys Cloud using the Embedded Sign Up flow.

    As you can see in the picture attached currently there are two Business Accounts configured, one on Genesys Engage (in red) including the productive numbers and one in Genesys Cloud (in green) including some test numbers.

    What I need to do is to migrate the productive number 55 00 from the red Business Account to the green Business Account.

    My idea is:

    1. Remove the integration of the number 55 00 in Genesys Engage
    2. Remove the number 55 00 in the red Business Account in Meta
    3. Onboard the number 55 00 in Genesys Cloud via Embedded Sign Up Flow selecting the green Business Account

    In this way the number 55 00 should be linked with the green Business Account.

    Questions to the community:

    1. Has anyone already migrated a WhatsApp number from Engage to Cloud?
    2. If so, could you check whether my procedure is correct or share the one you used?

    Looking Forward to your feedback.

    Many thanks and Kind regards,

    image

    #DigitalChannels
    #System/PlatformAdministration

    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
    ------------------------------


  • 2.  RE: WhatsApp - Productive number migration from Genesys Engage to Genesys Cloud

    Posted 23 minutes ago

    Hello Fabrizio, 

    This sounds like it would work. But I would make a minor change. 

    Step 1: Delete the WhatsApp Integration in Genesys Engage

    • Remove the integration for number 55 00 from your Genesys Engage hub
    • Wait 1-2 minutes after deletion before proceeding (this is critical)
    • The number will go into offline status in the source WABA briefly during this period

    Step 2: Create WhatsApp Integration in Genesys Cloud via Embedded Sign Up

    • Navigate to Admin > Message > Platform Integrations in Genesys Cloud 
    • Click Create New Integration > WhatsApp Messenger
    • Log in to your Facebook account
    • Important: Select the same Meta business portfolio that owns the source WhatsApp Business Account (your "red" Business Account)
    • Select the source WABA (the red Business Account where the number currently exists)
    • Create a new WhatsApp business profile for the migrated number
    • Use the same approved display name from the source WABA
    • Enter the number you want to migrate (55 00)
    • A warning message about the migration will appear
    • Select your preferred verification method (Text Message or Phone Call)
    • Enter the six-digit verification code

    Step 3: Configure Message Routing

    Once migration is complete, configure a message route by associating the new integration to your flow.

    You do not need to manually remove the number from the red Business Account in Meta. The Embedded Sign Up flow handles the migration directly by allowing you to select the same Meta business portfolio, select the source WABA (red Business Account),  and the number will be migrated during the onboarding process in Genesys Cloud


    The migration typically takes 5-10 minutes and there will be a brief period of downtime during the migration process. The number goes offline in the source WABA briefly before being reactivated through Genesys Cloud

    Hope this helps!



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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