Log in to the WhatsApp account linked to the phone number you want to connect to Kanal.
Delete your WhatsApp account by following these steps:
Settings
Account
Delete my account
Wait a few minutes. That's it! You can now use this phone number during the Kanal onboarding.
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 clear options.
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.
If you prefer, you can get a new phone number (mobile or landline) and dedicate it exclusively to your Kanal account.
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.
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.
