If you’re currently using eDesk’s WhatsApp integration powered by 360dialog, you’ll need to migrate your WhatsApp number to our new integration, built directly on the WhatsApp Business Platform (by Meta).

This article explains the process step by step, including what to expect during the handover and whether downtime is likely.

Step 1: Cancel Your 360dialog Subscription

  1. Log in to your 360dialog Hub account.
  2. Cancel the subscription for the WhatsApp number you want to migrate.
  3. After cancellation, 360dialog will send you a message like this:

    “If the channel has to be deleted in 360dialog Hub, we need confirmation from your partner (eDesk). Please ask them to open a chat with us and request number deletion from the Hub using your Chat ID [provided by 360dialog].”
Important: If you also delete the number from WhatsApp Manager, you will lose your display name, quality rating, messaging limits, and other account-level settings.

Step 2: eDesk Confirms Deletion with 360dialog

  • After you cancel, 360dialog requires eDesk Support to confirm the deletion.
  • Our team will open a ticket with 360dialog using the Chat ID you received.
  • 360dialog will then delete the number from their system.
  • This process generally takes up to 24 hours

Step 3: Downtime & Handover

Customers often worry about downtime when migrating. Here’s how it works:

  • Your WhatsApp number will keep working on 360dialog until eDesk confirms the deletion.
    Once 360dialog removes the number, it can immediately be onboarded to the new WhatsApp integration in eDesk.
  • At this stage, our support team will reach out to you directly and notify you that the channel has been deleted and you can now start onboarding the new WhatsApp integration.
  • In most cases, this means little to no downtime. The old channel stays active until the new one is ready.
     

Please note: Your past conversations from 360dialog will not transfer to the new integration.

Step 4: Connect Your WhatsApp Number to eDesk

Once we’ve confirmed your number has been deleted from 360dialog, you can onboard it to eDesk’s new WhatsApp integration:

Follow our step-by-step guide here: How to connect WhatsApp to eDesk.

Step 5: Billing and Channel Management

  • eDesk will automatically inactivate your old 360dialog channel once the new one is live.
  • This ensures you won’t be billed for multiple WhatsApp channels.
  • You’ll only be charged for the new WhatsApp channel

Frequently Asked Questions

Q: How long does the deletion process take?
A: Typically a couple of hours, but it can take up to 24 hours.

Q: Will my WhatsApp number change?
A: No, you can continue using the same phone number.

Q: Do I lose past conversations?
A: Yes, historical messages from 360dialog will not migrate.

Q: Who handles the deletion with 360dialog?
A: eDesk Support manages this step for you, using the Chat ID you receive after cancellation.

Q: Will there be downtime?
A: Minimal to none. Your number stays active on 360dialog until it’s ready to be reconnected in eDesk. Our support team will contact you at the handover point so you can onboard right away.