WhatsApp CRM migration checklist: protect the working sales process

The risky part of a CRM move is often an ordinary open sale. A customer is waiting for a revised quotation, the responsible agent is absent and the new workspace contains only a name and a phone number. Plan the migration around unfinished work as well as data.

This guide is published by the team behind Flas CRM. We sell one of the products in this category, so treat it as a vendor's checklist — the criteria are written to be useful whichever tool you end up choosing.

Inventory what must survive

List active opportunities, customer records, consent evidence, current documents and automation settings. For each item, identify the available export format and the person who knows what the data means. A file called “contacts.csv” does not prove it contains ownership, notes or the fields your sales process requires.

Give every open opportunity a short handover record: customer, owner, current requirement, latest document reference, next action and date. This small list can preserve continuity even when historical conversations cannot be transferred in full.

Verify the number path before changing an account

Migration, a new number and supported coexistence are different setup paths. Availability depends on the source account and receiving provider. Ask both providers to document the applicable process and expected limitations. Do not delete a working WhatsApp account based on a generic checklist.

For a Flas deployment, use the WhatsApp setup service information to scope the work. Require confirmation of the number, business account access and history expectations before scheduling the transition.

Run a sample import first

1. Export a small, representative group of records.
2. Inspect international phone formatting, custom fields and consent data.
3. Import into the destination using the supported process.
4. Check duplicates and field mapping with an agent who knows the records.
5. Confirm the export and cleanup steps needed if the sample is wrong.

Keep an untouched source export separately from the working import file. Record every transformation so a second person can reproduce the import. Use the contact import guide for the data checks.

Define the cutover and fallback

Choose a lower-volume period and name one coordinator. Tell staff which system receives new work and where to look for historical context. Avoid having two teams independently update the same opportunity without a reconciliation plan.

A fallback is not simply “switch back.” Ask what can actually be reversed, how long it takes and what happens to messages received during the transition. Write down the provider contacts and escalation route before starting.

Check the customer journey after the move

Send a test enquiry, assign it, reply, prepare a sample document and test a handover. Then inspect the first real working day for missing context, duplicate records and unowned conversations. Keep a short issue list with owners instead of asking agents to tolerate unexplained problems.

Use the trial scorecard as the acceptance checklist. Close the migration only when the team can handle its actual open work, not when the last file finishes uploading.