Hi Trailblazer Community,
I’m currently preparing to migrate existing WhatsApp numbers into Salesforce Service Cloud using Digital Engagement, with incoming conversations routed to agents through Omni-Channel. We already have Facebook Messenger channels running through Digital Engagement and Omni-Channel, so I’d really appreciate hearing from anyone who has completed a similar WhatsApp migration, particularly when migrating existing production numbers from another provider.
There are a few areas where I’d be interested in hearing about your experience:
1. WhatsApp vs. Facebook Messenger setup
Can we expect to reuse most of our existing Messenger setup and routing approach — for example queues, routing configurations, Omni-Channel, Messaging Components, automated messages, opt-out/STOP handling, and business-hours logic? Or are there important WhatsApp-specific differences or limitations we should plan for?
In particular, which parts of an existing Messenger implementation can typically be reused, and which parts normally require separate configuration for WhatsApp?
2. Two-step verification on the WhatsApp Business Account / phone number
Salesforce documentation indicates that two-step verification needs to be disabled as part of the connection/migration process.
What I’m less clear on is when it can safely be enabled again.
Can two-step verification be re-enabled immediately after the number has been successfully connected to Salesforce, or does it need to remain disabled until the WhatsApp channel has been activated and the migration/cutover is fully complete?
Related to this, when the number is initially connected to Salesforce, does the WhatsApp channel start in an inactive state, allowing us to complete the Salesforce configuration before activating it?
3. Access to the actual WhatsApp phone number during setup
Do we need to have someone available during the migration who has access to the actual phone number? For example, is a verification code sent by SMS or phone call during the Salesforce/Meta setup that needs to be entered manually? If so, at what stage does this happen?
I’m particularly interested in understanding which people and access we need to have available during the production cutover so we can plan this in advance.
4. Migration from the existing provider and downtime
The numbers are currently handled through another platform (Falcon/Brandwatch).
One of the main things I’m trying to clarify is the relationship between connecting/configuring the number in Salesforce and the actual production cutover.
When the number is initially connected to Salesforce, does it remain active and operational through the existing provider while the Salesforce WhatsApp channel is inactive? In other words, can we connect the number, complete the Salesforce configuration, routing, etc., and then activate/cut over at a later planned time?
If so, what exact action triggers the number to stop working through the existing provider and start working through Salesforce?
For example, does the cutover happen:
- When the number is initially connected to Salesforce?
- When the WhatsApp channel is activated in Salesforce?
- During a separate Meta/WhatsApp migration step?
- At another point in the process?
Understanding this distinction is particularly important for our cutover planning, as we’d ideally like to complete as much of the Salesforce configuration as possible while the number is still operational through the existing provider.
I’d also be interested in any experience with downtime during the migration. Was there a period where the number was unavailable on either platform, and if so, approximately how long did the cutover take?
5. Rollback considerations
For anyone who has done this in production, how did you approach rollback planning?
If an issue is discovered after the number has been migrated and activated in Salesforce, is there a practical way to move the number back to the previous provider? Or should the migration effectively be treated as a one-way cutover, where rolling back would require performing another provider migration?
Any experiences, lessons learned, documentation, or recommendations around planning the production cutover would be greatly appreciated — particularly anything that caught you by surprise during the migration.
Thanks in advance!
#Service Cloud #Digital Engagement #Whatsapp #Messaging #Messaging Channels #Omni Channel
Hi Christoffer,
A lot of the existing Digital Engagement/Omni-Channel architecture can be reused, such as queues, routing configurations, Omni-Channel flows, and business-hours handling. However, WhatsApp has some channel-specific setup and Meta/WhatsApp requirements, so I’d validate each component rather than assuming the Messenger configuration can be copied directly.
For the migration itself, I’d plan for someone to have access to the WhatsApp number and the required Meta Business Manager/WABA permissions during the setup, since verification and migration steps can require access to the number.
For the cutover, I’d also treat the connection/migration and the actual channel activation as separate steps in your runbook and test the complete flow in a non-production environment first. The exact behavior can depend on the WhatsApp/Meta setup and the existing provider.
Since you have several production-cutover questions around 2-step verification, activation timing, downtime, and rollback, I’d recommend confirming those specific points with Salesforce/Meta for your exact migration scenario before scheduling the cutover. If you can share the Salesforce WhatsApp setup/documentation you’re following, the community can also comment on the specific steps.