Connect a WhatsApp number to Intercom if it's already connected to FRESHCHAT/FRESHDESK

Hi ​@Gustavo A. Santa!

Short answer is yes. But, it’s not just a toggle. 
You’d have to do a formal WhatsApp number migration, which is governed by Meta, not by Freshworks or Intercom.

Context:
Freshchat's WhatsApp channel runs through the WhatsApp Business API (Freshworks acts as your BSP/tech provider for that number).
Meta only allows one active WABA (WhatsApp Business Account) registration per phone number at a time, so moving to Intercom means migrating the number's registration from Freshworks' WABA to a new WABA under Intercom, not just "unlinking" it in Freshworks' UI and typing it into Intercom.

Steps to follow:

1. If you have (or can get) admin access to the Meta Business Manager tied to the number, check whether 2FA (two-step verification) is enabled on it. If Freshworks controls that WABA, you'll need to ask them to disable 2FA for the migration. I am not too sure how much friction they put into that TBH, but they should be able to do that for you.
2. Check the currency your existing WABA is set to. Intercom requires the connected WABA to be in USD, and Meta doesn't allow changing a WABA's currency after creation. If your Freshworks WABA isn't USD, you can't migrate directly into it. You'd need to create a new WABA in USD first and migrate the number into that one as part of connecting to Intercom.
3. In Intercom, go to Settings > Channels > WhatsApp and click Connect WhatsApp business number. This kicks off Meta's Embedded Signup flow, which is what actually handles the migration (create/select a Meta Business Account ➡️ create WhatsApp Business Account ➡️ create WhatsApp Business Profile with your existing number).
4. Meta's migration mechanics (independent of Intercom) preserve display name, quality rating, messaging limits, and approved high-quality templates (up to the 250-template WABA cap). But this is Meta-level behavior, not something Intercom's docs explicitly confirm for their flow, so I'd verify templates actually carry over once you're in.

A few things worth knowing before you commit

• Chat history stays in Freshworks/Freshdesk. Only the number's registration moves. This means you won't get historical WhatsApp conversations into Intercom.
• Once connected, the number is registered exclusively to Intercom's WABA setup and billed through Intercom's credit line. You can't run it through Freshworks (or the Meta API directly) at the same time. If you ever want to leave Intercom later, you'd disconnect and migrate again.
• WhatsApp is a paid add-on only on Intercom's Essential, Advanced, and Expert plans… So, confirm your target plan includes it.
• Business verification for the new/migrated setup can take 48+ hours, and until it's approved you're capped at 250 business-initiated conversations/24hrs and 2 connected numbers.
  
  
  
  Hope this helps!

Hi Gustavo!

Yes, it is possible to switch your WhatsApp number from Freshworks to Intercom. You can connect it to Intercom through Settings → Channels → WhatsApp and complete the Meta onboarding. Here is some more information I could find that is relevant to your question:

What if I already have a WhatsApp business account with another provider?

If you already have a WhatsApp business account with another provider, that existing account must be deleted before you can connect the number to Intercom. You must use a business phone number that is not currently active on any WhatsApp account.

Connect your WhatsApp channel article

WhatsApp FAQs

Happy to help if you have any further questions!