No, it is not possible to use the same phone number on the WhatsApp Business app and the Official WhatsApp API simultaneously. To connect your number to Papo (https://papo.global/) and leverage advanced features like multiple agents and AI automation, you first need to migrate the number, which involves disconnecting it from the app and then connecting it to the Official API (Meta's Cloud API) through our platform.
Many businesses start by using the free WhatsApp Business app, which is a great tool for individual operations. However, as conversation volume increases, its limitations become a bottleneck for growth: it was designed for a single user, lacks an integrated CRM for sales management, and its automations are basic.
Migrating to the Official WhatsApp API through a platform like Papo is the natural step to scale customer service. This process frees up your number to be used in a professional structure, centralizing your team's communication, organizing the sales funnel, and automating repetitive tasks.
Why migrate from the App to the API with Papo?
The shift from the app to the Official API is not just a technology swap, but an evolution in your customer relationship management. Papo enhances the API, transforming WhatsApp into a growth hub for your company.
| Feature | WhatsApp Business (App) | Papo Global (with Official API) |
|---|---|---|
| Number of Users | 1 user per number (limited to 1 mobile + 4 web devices) | Multiple simultaneous agents on the same number, each with their own login. |
| Sales Management | Manual, no sales funnel (requires spreadsheets or memory). | Visual Kanban CRM integrated into the chat to manage the funnel in real-time. |
| Automation | Only quick replies, greeting, and away messages. | Artificial Intelligence (AI) that responds 24/7, qualifies leads, and schedules meetings. |
| Omnichannel Support | WhatsApp only. | Unified inbox for WhatsApp, Instagram, Facebook, Email, and more. |
| Reports | No metrics for customer service, response time, or sales. | Dashboard with reports on volume, SLA, conversions, and agent performance. |
| Bulk Messaging | Broadcast lists with high risk of blocking and no segmentation. | Bulk Sender module for campaigns with approved templates (HSM). |
| Integrations | None. | API and Webhooks to connect with ERP systems, N8N, Zapier, etc. |
How to migrate your WhatsApp Business number to Papo
The migration process is straightforward and consists of two main steps: freeing the number from the app and connecting it to Papo using Meta's API.
Step 1: Back up and remove the number from the app
First and foremost, it's important to know that the app's chat history is not transferred to the API. Migration represents a new beginning.
- (Optional) Back up: In the WhatsApp Business app, go to
Settings > Chats > Chat backupto save your history to Google Drive or iCloud, should you need to consult it in the future. - Delete the account: This is the most important step. Within the WhatsApp Business app, go to
Settings > Account > Delete my account. Follow the instructions and confirm the deletion. This unlinks your number from the app and frees it up to be registered with the API.
Your number is now free. Do not uninstall the app yet, as you may need to receive a verification code via SMS or call on the mobile phone where it was installed.
Step 2: Connect the number to Papo via Meta's Cloud API
With the number freed, the next step is to connect it as a new inbox in Papo. The process uses Meta's official Cloud API (Facebook).
- Add Inbox in Papo: In your Papo dashboard, go to
Settings > Inboxesand clickAdd new Inbox. Choose the option “WhatsApp – Cloud API (Meta)”. - Configure in Meta: You will be guided through a flow to connect to your Facebook Business Manager account. You will need to create an "App" of type "Business" in Meta's developer portal.
- Obtain credentials: Within your app's configuration in Meta, in the WhatsApp section, you will find the necessary information for the connection:
- Phone number ID
- WhatsApp Business Account ID (WABA ID)
- Temporary access token (which will be converted into a permanent token)
- Enter credentials in Papo: Return to the inbox configuration screen in Papo and fill in the fields with the information obtained from Meta.
- Verify the number: Meta will request phone number verification via a code sent by SMS or voice call. Enter the code to finalize the process.
Upon completion, your number will be connected to Papo and ready to be used by your entire team in the unified inbox.
Frequently Asked Questions (FAQ)
Will I lose my chat history when migrating?
Yes. The chat history from the WhatsApp Business app is not migrated to the API platform. The API connection starts a new message history within Papo. Therefore, we recommend backing up before deleting the account in the app, should you need to consult old information.
Is the migration process reversible?
Yes, it is possible to reverse the process and go back to using the number in the WhatsApp Business app. To do this, you would need to disconnect the number from Meta's API and then register it again in the app. However, this is not a process designed to be done frequently.
How long does the migration take?
Account deletion in the app is instant. Connecting to Papo via Meta's API can be completed in a few minutes, provided you already have a Meta Business Manager account configured and verified. Approval of message templates (HSM) to initiate conversations can take from a few minutes to several hours.
What happens to my contact list?
Your contacts saved in your phone's address book remain intact. However, the list of conversations within the app is lost. In Papo, contacts are automatically created on the platform as they send the first message to your new inbox. You can also import them into Papo's CRM.
Do I need to pay Meta (Facebook) to use the API?
Meta offers the first 1,000 service conversations (customer-initiated) per month for free for each WhatsApp Business Account (WABA). Additional conversations or those initiated by the business (using templates) are charged by Meta. Details on costs are available on Meta's website and can be consulted in your plan details in Papo.
Can I use the number on a mobile phone after migrating to the API?
No. Once the number is connected to the Official API, it can no longer be used in the WhatsApp app (personal or Business) on a mobile phone for messaging. All customer service will be done exclusively through the platform connected to the API, such as Papo.
The first user is free for you to test and organize your customer service.