**With Papo (https://papo.global/), you can replace the WhatsApp number of an already connected inbox without losing conversation history.** The process keeps all contacts, previous messages, and team settings, while the new number starts receiving and sending messages through the platform. This is especially useful when your company changes lines, migrates providers, or wants to use an official Meta API number for more stability and features.

Replacing the number does not mean creating an inbox from scratch. The idea is to use the same structure—with agents, labels, and flows already defined—and only change the WhatsApp channel connection. History remains accessible in each contact's profile, and you resume service with the new number without restarting relationships.

## Summary of the replacement in 5 steps

| Step | Action |
| :--- | :--- |
| **1. Access the inbox** | Go to **Settings → Inboxes** and select the WhatsApp inbox whose number will be changed. |
| **2. Remove the current connection** | Disconnect the old number, revoking the active integration (official API or provider). |
| **3. Connect the new number** | Choose **WhatsApp (official API)** and follow the Meta Cloud API pairing. |
| **4. Reassign agents** | Check that the team remains assigned to the inbox; reinforce the association if necessary. |
| **5. Test sending** | Send a test message to confirm that the new number is active and receiving replies. |

## How the step-by-step works

### 1. Remove the old number from the inbox
Go to **Settings → Inboxes** and find the WhatsApp inbox you want to change. In the list of connected channels, you will find the option to remove or disconnect the current number. This will revoke authorization and stop new messages from arriving through that number. Existing conversations remain in the CRM, because they are linked to contacts, not to the channel number.

### 2. Add the new number via the official Meta API
Click **Add inbox** or the reconnect option within the same inbox. Select **WhatsApp (official API)** and follow the guided process:

- Log in with the Facebook Business account associated with the new number.
- Grant the requested permissions.
- Complete the pairing or verification requested by Meta.

This method guarantees official authentication and full support for messaging features, such as approved templates and HSM sends.

### 3. Confirm the team and resume service
After connecting, go back to the inbox settings and check the associated collaborators. Under **Collaborators**, confirm that the correct agents are selected. If you use teams (e.g., support and sales), make sure the corresponding team still has access to the inbox. From then on, the new number appears in the unified queue and is ready to receive and send messages.

## Who this replacement is useful for

- **Companies that changed phone lines** and need to continue service without losing customer history.
- **Operations that migrated from an unofficial provider to the Meta API** and want greater stability, access to templates, and support for multiple agents on the same number.
- **Agencies or consultancies** that took over a new corporate number but want to keep all previous conversations visible for reference and follow-up.

In all cases, the change is made without needing to recreate flows, automation rules, or labels—Papo's ecosystem preserves the inbox settings.

## Frequently asked questions

### Can conversation history be accessed after the replacement?

Yes. All history is stored in the contact profile, within Papo's CRM. This means you can view messages, files, and internal notes even after replacing the number.

### Do I need to create a new inbox or can I reuse the existing one?

You can reuse the same inbox. Simply disconnect the old number and connect the new one. Team settings, tags, and rules are maintained.

### What happens to ongoing conversations?

Open conversations remain visible, but they will no longer receive messages through the old number. After connecting the new number, you can resume service with the customer, provided they have saved the new contact and start a new interaction.

### Can I replace a WhatsApp number connected via a provider (e.g., Evolution, WAHA) with an official API number?

Yes. Papo supports multiple providers. Disconnect the current number and choose **WhatsApp (official API)**. Meta's pairing process is guided within the platform.

### Is it necessary to reconnect agents and teams after the change?

Connecting the channel does not remove the collaborator list, but it is good practice to revisit the inbox's **Collaborators** tab and reinforce the association, especially if the previous integration used external providers.

### Is there an additional cost to replace the number?

Papo does not charge fees to perform the change. However, there may be costs related to contracting and verifying the new number with Meta, according to the company's current policy.

## Read also

- [How to connect the first WhatsApp channel in Papo after creating the account](/hc/papo/articles/connect-first-whatsapp-channel-papo-after-creating-account)

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