How can I reconnect my WhatsApp number in Zendesk?

Question

To apply for a name change for my WhatsApp channel, I need to disconnect and reconnect my WhatsApp number. How can I reconnect my WhatsApp number in Zendesk?

Answer

Warning: Before you proceed with these instructions, ensure you have access to your Meta Suite account and you can receive voice calls or SMS on the phone tied to the number you try to reconnect.

Deactivate the 2 factor authentication for your number.

Delete your Whatsapp channel. In Admin center > Channels > Messaging and social > Messaging click the three dots icon of the channel you want to delete and click Delete.

Navigate to your Meta Suite account and select your Whatsapp Business Account. Then, click the Whatsapp Manager button.

From your WhatsApp Manager dashboard, click the number you want to reconnect, navigate to the profile tab and check if a registration is required

If needed, proceed with the registration. If there is no prompt, you can ignore this step.

Return to Zendesk and add your Whatsapp channel again.

Note: If the reconnection throws an error, don't try to reconnect the channel again. This could lock your Whatsapp number for 72 hours. Instead, contact Zendesk customer support.