What Changed in WhatsApp Onboarding
The redesigned onboarding flow presents three separate connection options before Meta's setup process begins. The available paths are:
Connect your WhatsApp — Keep using the existing WhatsApp Business App while also using WhatsApp inside Kyrios.
Create a new WhatsApp business account — Create a new WhatsApp setup using an eligible phone number.
Migrating from an existing BSP (Business Solution Provider) — Transfer an existing WhatsApp Business setup from another supported provider.
Choosing the correct path before continuing helps prevent failed setup attempts and determines which WhatsApp data and assets can be retained.
Which WhatsApp Onboarding Path Should You Choose?
Choose Connect your WhatsApp when the business already uses the WhatsApp Business App and wants to continue using the app on its phone while also managing WhatsApp conversations in Kyrios.
Choose Create a new WhatsApp business account when the business is starting with a new or unused phone number and does not need to preserve an existing WhatsApp Business App configuration.
Choose Migrating from an existing BSP (Business Solution Provider) when the business already uses the WhatsApp Business Platform through another provider and wants to transfer that existing setup.
Connect an Existing WhatsApp Business App with Coexistence
Coexistence allows a business to continue using the WhatsApp Business App on its phone while also managing WhatsApp conversations through Kyrios. Use this path when:
The business already uses the WhatsApp Business App.
The business wants to continue using WhatsApp from its mobile device.
WhatsApp conversations also need to be available inside Kyrios.
The business wants eligible existing chat history synchronized into Kyrios.
Up to six months of WhatsApp Business App chat history can be synchronized during the supported Coexistence setup.
Requirements Before Connecting with Coexistence
Before starting the Coexistence connection:
Verify that the phone number's country code is supported.
Confirm that the phone number has been added to the appropriate Meta Business Manager account.
Make sure the business is already using the WhatsApp Business App on the phone.
Review the chat-history synchronization information shown during onboarding.
After reviewing the requirements, select Connect with Facebook and complete Meta's Embedded Signup process.
Create a New WhatsApp Business Account
Use the new-account path when the business is starting a new WhatsApp Business setup rather than connecting an existing WhatsApp Business App configuration.
This path can be appropriate when the business has:
A landline number.
A mobile number that is not currently being used with WhatsApp.
A new phone number.
An eligible +1-555 number offered during onboarding.
Requirements Before Creating a New WhatsApp Business Account
Before starting:
If the phone number is currently connected to personal WhatsApp or the WhatsApp Business App, remove the number from that WhatsApp configuration when required by the onboarding flow.
Back up any chat history that must be retained before removing an existing WhatsApp configuration.
Make sure the phone number can complete the required verification process unless the number is automatically verified through an eligible onboarding option.
Review Meta's messaging requirements before activating the account.
Existing chat history from a previous WhatsApp configuration is not transferred into a newly created WhatsApp Business Account.
After completing the preparation requirements, select Connect with Facebook and follow Meta's Embedded Signup instructions.
Migrate from an Existing Business Solution Provider
Use BSP migration when the business already uses the WhatsApp Business Platform through another Business Solution Provider and wants to transfer that existing WhatsApp configuration. Examples may include providers such as 360Dialog, Twilio, Wati, Manychat, or another supported BSP. The migration path is intended to preserve supported WhatsApp assets instead of requiring the business to start with a completely new WhatsApp configuration.
What Is Preserved During BSP Migration
The migration screen identifies the following assets as preserved during the supported migration process:
Phone number and display name.
Quality rating and messaging limits.
Official Business Account status.
Approved message templates.
Requirements Before BSP Migration
Before starting the migration:
Turn off two-step verification for the WhatsApp phone number being migrated.
Confirm that the business is verified in Meta Business Manager.
Confirm that the phone number's display name has been approved.
Select the existing WhatsApp Business Account during Meta's migration flow.
After the prerequisites are complete, select Migrate with Facebook and complete Meta's migration process.
About +1-555 Business Numbers
Eligible accounts may be offered +1-555 business numbers during WhatsApp onboarding. When available, these numbers can reduce setup time because the business does not need to obtain a separate phone number before beginning WhatsApp onboarding. Eligible accounts may be able to claim up to two free +1-555 numbers. Important limitations include:
Eligibility and number availability can vary.
+1-555 numbers are intended for use with the WhatsApp Business Platform.
They cannot be migrated to another WhatsApp Business Account.
Display-name approval may still be required.
Because eligibility, portability, and permitted use of these numbers are controlled by Meta and can change, confirm the current Meta requirements before selecting a +1-555 number as a permanent business number.
How to Start WhatsApp Onboarding in Kyrios
Select Settings from the main navigation.
3. In Settings, select WhatsApp.
4. Review the three available onboarding options.
5. Select the option that matches the business's current WhatsApp setup:
Select Connect your WhatsApp to use Coexistence.
Select Create a new WhatsApp business account to start with a new setup.
Select Migrating from an existing BSP (Business Solution Provider) to transfer an existing provider-based setup.
6. Review the requirements displayed for the selected option.
7. Complete any required preparation before continuing.
8. Select Connect with Facebook or Migrate with Facebook, depending on the selected path.
9. Complete Meta's Embedded Signup flow.
10. Follow the remaining prompts until the WhatsApp connection is complete.
After onboarding, verify the connected phone number, WhatsApp settings, message templates, and conversation behavior inside Kyrios.
Common Issues and Fixes
The Existing WhatsApp Business App Must Stay Active
Use the Connect your WhatsApp Coexistence path. Creating a new WhatsApp Business Account is not the correct path when the business needs to continue using its existing WhatsApp Business App configuration.
Existing Chat History Must Be Preserved
Use Coexistence when the business has an eligible WhatsApp Business App setup and needs existing chat history synchronized. The supported Coexistence flow can synchronize up to six months of chat history. Creating a new WhatsApp Business Account does not transfer existing chat history into the new account.
BSP Migration Is Blocked
Confirm that two-step verification has been turned off for the phone number before starting the migration. Also verify that the business is verified in Meta Business Manager and that the phone number's display name has been approved.
The Display Name Is Not Approved
The WhatsApp setup may not become fully usable until Meta approves the display name. Review the display-name status in Meta and complete any required corrections or resubmission before relying on the number for messaging.
FAQ
Can I keep using the WhatsApp Business App after connecting it to Kyrios?
Yes. The Coexistence path is designed to let the business continue using the WhatsApp Business App on its phone while also managing WhatsApp conversations through Kyrios.
How much WhatsApp chat history can sync into Kyrios?
The supported Coexistence flow can synchronize up to six months of WhatsApp Business App chat history into Kyrios.
Will approved templates be lost during BSP migration?
The supported BSP migration flow preserves approved WhatsApp message templates along with the phone number, display name, quality rating, messaging limits, and Official Business Account status.
Do I need to create a new WhatsApp Business Account when migrating from another BSP?
No. The BSP migration path is intended to transfer the existing WhatsApp Business setup rather than requiring a completely new WhatsApp Business Account.
Why must two-step verification be turned off before BSP migration?
Two-step verification can prevent the phone number from completing the migration process. Turn it off for the number being migrated before beginning Meta's Embedded Signup migration flow.
What happens if my WhatsApp display name is not approved?
The WhatsApp setup may not become fully usable until Meta approves the display name. Review the display-name status in Meta and complete any required correction or resubmission.
Can I use a +1-555 number for WhatsApp onboarding?
Eligible accounts may be offered +1-555 numbers during onboarding. Availability and permitted use depend on Meta's current requirements, so confirm current eligibility and portability restrictions before choosing one as a permanent business number.