Can I use a number already active on WhatsApp or WhatsApp Business?

A number connected to Kanal cannot stay active at the same time in the WhatsApp or WhatsApp Business app. Kanal does not support coexistence with the WhatsApp Business app: you first need to free up the number.

Don't want to free up your number? Kanal can provide a dedicated French landline number, for €8 excl. VAT per month with no commitment. It is already verified with Meta: you select it in one click during onboarding. See Get a dedicated WhatsApp number with Kanal.

My number is active in the WhatsApp or WhatsApp Business app

You can connect to Kanal a number previously linked to a personal WhatsApp or WhatsApp Business account. You first need to delete the WhatsApp account tied to this number:

1. Open the WhatsApp (or WhatsApp Business) app linked to the number you want to connect to Kanal.

2. Go to Settings, then Account.

3. Tap Delete my account, then enter your number in international format to confirm.

Back up your chats before deleting. Deleting the WhatsApp account erases your chat history, and this history will not be recovered in Kanal. If you want to keep a copy, back up or export your chats from the app before deleting the account.

The number is freed about 3 minutes after the WhatsApp account is deleted. You can then use this number during the Kanal onboarding.

How do I know if the number is still linked to WhatsApp? Open the link https://wa.me/YOURNUMBER in your browser. If you see the message "The number +12345789 is not on WhatsApp", the number is free.

My number is active on another solution (Crisp, Gorgias, Klaviyo, Sendcloud...)

Yes, you can use your existing number, but it will need to be migrated to Kanal.

There is a fundamental rule to know: a phone number can only be connected to one WhatsApp Business API provider at a time.

Think of your phone number as a physical phone line. You can only plug it into one device (one provider) at a time. It is therefore impossible to use the same number on Kanal and on your previous solution (Gorgias, Crisp, Klaviyo, etc.) at the same time.

Given this rule, you have two options.

Option 1: Migrate your existing number (Recommended)

This is the solution we recommend in 99% of cases. Migrating means "unplugging" your number from your previous provider and "plugging it back in" on Kanal.

The benefits are major:

• Continuity for your customers: Your customers keep writing to you on the number they already know. No confusion.

• You keep your reputation: You keep your display name, your quality score, and your current sending limits.

• Centralization: All your WhatsApp activity is managed from one place: Kanal.

How does it work? Migration is a technical process our team can help you handle. Contact our support so we can guide you through the steps.

Option 2: Use a new number for Kanal

If you prefer, you can get a new phone number (mobile or landline) and dedicate it exclusively to your Kanal account. Kanal can also provide a dedicated French landline number directly: Get a dedicated WhatsApp number with Kanal.

The benefits:

• Simpler setup: It is slightly faster because there is no migration process to go through.

• Room to test: You can keep your previous system active while you try out Kanal.

The main drawback:

• You will have to share this new number with your customers, which can create confusion. You will also end up managing two different WhatsApp numbers for the same business.

Our advice

For a smooth customer experience and simpler management, we always recommend migrating your existing phone number. It is the most professional and most sustainable solution for your business.