Migrating to Mumble from Another BSP: A Complete Guide

TL;DR

Migrating to Mumble from another WhatsApp Business API provider runs through an official Meta process called Migration via Embedded Signup. Your business number, display name, the number’s quality rating, Official Business Account status, and high-quality approved message templates all move with the migration. Your customers, lists, chatbot, automations, and integrations do not move and must be rebuilt in Mumble.

Background: how you switch between BSPs

WhatsApp Business API does not let you run two providers on the same number at the same time. Every business number is tied to one WABA (WhatsApp Business Account), and every WABA is connected to one BSP. Migration is the process where Meta moves the number from one WABA to a new WABA at a different provider, preserving the assets that can be transferred.

Meta recommends two methods. The first, Migration via Embedded Signup, is the standard path: the customer starts the process from Mumble’s connection screen, and the new WABA is created, permissions are granted, and message templates are duplicated automatically. The second method, Programmatic Migration, applies only when the BSP owns the WABA under an On-Behalf-Of model, which isn’t relevant for most customers.

What moves and what doesn’t during migration

This is the key distinction to plan around. Everything on Meta’s side moves automatically. Everything on the previous BSP’s side does not.

Moves automatically (Meta side)

Two important caveats about message templates that move. First, their quality rating is not preserved. Every duplicated template starts at UNKNOWN for the first 24 hours, after which Meta calculates a new rating based on recipient behavior. Second, Meta re-reviews the classification of each template after duplication. Some templates may flip to REJECTED status if their classification is judged not to match the current guidelines.

The template cap per WABA. A WABA can hold up to 250 message templates. If the previous account has more than 250 high-quality approved templates, Meta will duplicate as many as possible up to the cap, and the rest must be recreated manually.

The same Meta Business account. Template duplication only works between WABAs held under the same Meta Business Account. Migration via Embedded Signup creates the new WABA inside that same Business account anyway, but this is one more reason to make sure Embedded Signup runs against your existing Business account rather than creating a new one.

Doesn’t move and must be rebuilt in Mumble

Everything that lives in the previous BSP’s system is their product, not a Meta asset, so it cannot be transferred automatically.

• Your customer base. Names, phone numbers, emails, custom fields, statuses. Export to CSV from the previous provider, then import into Mumble.
• Lists (labels / lists). The way customers are split into segments. In Mumble you can create lists through the label_name column in the CSV import.
• Custom fields. Mumble supports up to 15 fields per account, so plan ahead which fields are essential.
• Conversation and message history. Not transferred. In some cases you can export an archive from the previous provider, but it won’t load into the Mumble chat.
• Agents, teams, and permissions. You need to re-invite the whole team and build teams and departments from scratch.
• Chatbot. Bot flows can’t be imported between BSPs. You have to rebuild them on the Mumble canvas.
• Automations (When / If / Then). Rules defined at the previous provider won’t apply in Mumble.
• External integrations. Connections to Make, Zapier, HubSpot, Shopify, and so on work against the previous provider’s API and webhooks. You need to swap the API key and the URLs in every integration for the Mumble values.
• Inbound-message webhook to an external server. Mumble lets you configure a new webhook in the Technical Profile, but the address is set up again by the customer.
• Business profile. The name, About, address, website, image, and operating hours. Some are synced from WhatsApp, but it’s worth reviewing them in Mumble after connecting.
• Campaign history and reports. Historical send data stays with the previous provider.

Prerequisites before starting the migration

Meta requires all of the following to be in place before the migration can complete. Failing any one of them will cause Embedded Signup to fail, sometimes without a clear error message.

1. Meta Business account in Verified status. If the account hasn’t completed Business Verification, you need to finish that process before migrating. Check it in Meta Business Manager under Business Settings, then Business Info.
2. The existing WABA in Approved status. An active WhatsApp Business Account, not suspended and not under review.
3. A valid payment method in Meta. At the current provider, in the WABA profile under Payment Settings. Even if the previous provider bills under a different model, Meta requires a linked payment method.
4. Two-step verification disabled on the number. This is the requirement that derails the most migrations. You need to disable Two-Step Verification on the business number in Meta’s WhatsApp Manager. If the previous provider enabled it and the customer can’t disable it themselves, open a ticket with the previous provider and ask them to disable it. You can’t proceed until it’s off.
5. An approved display name with no pending change request. name_status must be APPROVED, and there can’t be an open name-change request.
6. The number is not a Test Number. Test Business Phone Numbers provided by WhatsApp cannot be migrated.
7. The number is not in Coexistence mode. Numbers using WhatsApp Coexistence (meaning they work through both the WhatsApp Business app and the Cloud API) cannot be migrated between BSPs. You need to end Coexistence before migrating.

The migration process step by step

Step 1: Export your data from the previous provider

Before you start the migration in Meta, export everything you can from the previous provider. The files will wait to be uploaded to Mumble once the number is connected.

• A CSV file of all customers. Names, phone numbers in international format without a + and without a leading 0 (for example 972501234567), emails, and custom fields.
• A list of all labels / lists with their names, so you can plan which lists you need in Mumble.
• Documentation of your chatbot flows. Screenshots or a flowchart for quick rebuilding.
• A list of active integrations (Make, Zapier, CRM, store) and what each one does.
• The content of your message templates. Even if they’re duplicated automatically, keep a copy for safety, especially templates that aren’t in APPROVED status and won’t move.

Step 2: Disable two-step verification

In Meta’s WhatsApp Manager, click the business number, go to Two-Step Verification, and click Disable. If the button is inactive or access to the screen is blocked, it means the previous provider has full ownership of the WABA. In that case you need to contact them in writing (email or ticket) and ask them to disable two-step verification for the purpose of a migration. Keep the written confirmation.

Full documentation: Disabling Two-Step Verification in the Meta Developer Docs.

Step 3 (optional but recommended): Pre-duplicate the message templates

In the past, Meta has reported recurring glitches that caused message templates not to duplicate automatically during migration. Meta recommends performing the template duplication before registering the number. In practice this is possible through Meta Graph API’s POST /<DESTINATION_WABA_ID>/migrate_message_templates endpoint. Mumble’s onboarding team can do this if needed. This step isn’t mandatory, but it reduces the risk of a downtime window in your campaigns.

Step 4: Start onboarding in Mumble

Go to app.mumble.co.il and create a new account. On an existing account, go to the Technical Profile and click “Click here to connect your new WhatsApp Business account”. The connection process opens an official Meta Embedded Signup window inside the Mumble environment.

In the Embedded Signup screens:

• Log in with the Facebook account that manages the business.
• Select the existing Meta Business account, not a new one.
• Enter the same business phone number that’s active at the previous provider.
• If Meta detects that the number is registered on another WABA, it will offer a migration flow. Approve it.
• Meta will automatically create a new WABA inside the Business account, grant Mumble access to it, and move the number over.

Step 5: Template duplication and number registration

As the number is being registered, Meta begins duplicating the message templates (if they weren’t pre-duplicated in Step 3). The duplication itself takes time, during which the templates aren’t available to send. Registering the number to the Cloud API is immediate and doesn’t interrupt the receiving and sending of messages within an open conversation window.

The classification of each template is re-reviewed after duplication. If Meta decides the classification doesn’t fit, the template gets a REJECTED status in Mumble, and you need to create a new template with the appropriate classification. You can’t edit an existing template in Mumble. See message template statuses and rules.

Step 6: Add a payment method in Meta

The new WABA needs its own payment method in Meta. Your Mumble subscription covers the platform only, and Meta bills separately for sending the messages themselves, by category and recipient country. In Mumble, in the Personal Profile under Settings, you’ll see the message “After completing the connection to Meta, in order to start sending messages, please add payment details to Meta” with a direct link. Add a credit card in Meta Business Manager before your first campaign.

Step 7: Build your environment in Mumble

At this point customers can already send messages, and the initial message templates are available. Now you need to build the operational layer.

1. Custom fields. On the Customers, Custom Fields page, define up to 15 fields that match the columns in your CSV. See importing and uploading contacts.
2. Import customers. Download the sample file in Mumble to see the exact column names. Adapt the CSV from the previous provider and import it. New lists are created automatically based on the value in the label_name column.
3. Agents and teams. Invite the agents, set roles (Rep, Team Manager, Department Manager, Admin), and create teams and departments. See managing agents and teams.
4. Business profile and operating hours. In Settings, Business Profile, make sure the business name, About, address, email, website, and description are correct. Set operating hours and an away message for closed times.
5. Chatbot and automations. Rebuild the flows on the chatbot canvas, and set up automations that mirror the logic from the previous provider.
6. Integrations and webhooks. In the Technical Profile, copy the new API key and configure the webhook address. Update the new endpoints in Make, Zapier, and your CRM.
7. Missing message templates. Templates that didn’t move (because they weren’t high-quality approved, or exceeded the 250-template cap), recreate them on the Message Templates page and submit them to Meta for approval.

Timing and availability during migration

A reasonable expectation is one to three business days, depending on team size and the number of integrations.

How to minimize the downtime window. If you have daily campaign sends that can’t stop even for a moment, you can pre-duplicate the templates (Step 3) before registering the number. That way, when the number is registered to the Cloud API, the templates are already ready to send on the destination WABA.

Billing during and after the migration

Billing for WhatsApp conversations is Meta’s and is separate from payment to the BSP. Meta distinguishes between messages by send time, not delivery time.

• Messages sent before the migration completes. Charged to the previous provider’s Meta account, even if they’re delivered to the customer only after the migration is done.
• Messages sent after the migration completes. Charged to the Meta account linked to Mumble.
• The previous BSP subscription. Don’t cancel the subscription at the previous provider until you’ve confirmed that all campaigns are running in Mumble. It’s worth keeping the old subscription for one more billing cycle as a safety net.
• The Mumble subscription. Takes effect when you join a plan.

Common issues

Embedded Signup fails with an unclear message

The most common cause is two-step verification still active on the number. Other causes: the Business isn’t Verified, a payment method is missing in Meta, there’s a pending display-name change request, or the number is in Coexistence mode. Check these five items before trying again.

Templates that moved show up as REJECTED

Meta re-reviewed the classification after duplication and decided it didn’t fit. For example, a template that was classified as Utility at the previous provider was reclassified as Marketing. You can’t edit a template in Mumble. Delete the rejected template and create a new one with the correct classification. See the updated rules in the WhatsApp message templates guide.

Templates didn’t appear in Mumble at all after the migration

Meta has previously reported recurring glitches in template duplication. If the templates didn’t appear, contact Mumble support so they can trigger the template duplication manually through the Meta Graph API. The templates will appear in Mumble a short while after it’s triggered.

Template quality shows as UNKNOWN

This is expected behavior for the first 24 hours after the migration. Meta recalculates quality based on recipient behavior. There’s nothing to do. After 24 hours, if enough messages have been sent, a new rating is calculated (Green, Yellow, or Red).

The previous provider shows the number as disconnected

This is the expected behavior. It means the old WABA is no longer tied to the number. Historical chats will keep showing in their interface, but you won’t be able to send or receive new messages through them.

Campaigns scheduled in advance at the previous provider don’t send

Schedules set on the BSP side don’t move. If you had open schedules, you need to set them up again on Mumble’s Campaigns page.

External integrations stop working right after the migration

Integrations that talk to the previous provider’s API are calling endpoints that are no longer tied to the number. Change the Base URL, API key, and webhooks in every integration to the Mumble values. All the values are in the Technical Profile.

Related articles

• Connecting an existing WhatsApp number to Mumble
• Importing and uploading contacts
• WhatsApp message templates guide
• Message template statuses and rules
• Managing agents and teams
• Meta documentation: Migration via Embedded Signup

Bottom line

Migrating to Mumble preserves the assets that live on Meta (number, display name, quality, OBA, and high-quality approved message templates), but it doesn’t carry over the operational layer. Plan the migration in two parts: the technical part with Meta, which is fast and mostly automatic, and building your environment in Mumble (customers, team, chatbot, automations, integrations), which is where most of the time goes.