About the transition
1. Why am I being asked to take ownership of our WABA?
Meta is deprecating the “On-Behalf-Of” (OBO) model where LivePerson owns and manages your WhatsApp Business Account. Instead, Meta now requires brands to directly own their WABA through the "WABA Sharing" model for increased transparency, control, and access to WhatsApp's evolving feature set.
2. What changes for me as a brand once we own our WABA?
You gain:
- Full administrative ownership of your WABA: Your team can manage core account functions directly without needing to go through LivePerson. This includes updating your business profile, managing payment methods, and configuring settings.
- Direct access to WhatsApp Manager features: like analytics, message quality ratings, and template management.
- Control over data-sharing settings and integrations: You can manage user permissions and data-sharing settings directly within your own Meta Business Portfolio, aligning WhatsApp with your company's security protocols.
3. Will this impact my current WhatsApp messaging setup or result in downtime?
No. The transition is purely administrative. Your messaging services will continue uninterrupted, and LivePerson will remain the technical provider.
4. Can we use one Meta Business Portfolio to manage multiple WABAs?
Yes. A single Meta Business Portfolio can own and manage multiple WhatsApp Business Accounts, allowing for centralized control.
5. Can we revert back to the OBO model after transition?
No. This is a one-way transition as required by Meta. Once a WABA is moved to direct ownership, it cannot be converted back to the previous model.
The Process & Timeline
6. What is the timeline for this transition?
Milestone | Date |
Brand Announcement | July 9, 2025 |
Documentation Live | June 30, 2025 |
Migration Window Opens | July 23, 2025 |
End of Migration Period | August 22, 2025 |
7. What actions are required from my team?
Once LivePerson initiates the transfer request:
- Log in to Meta Business Suite at business.facebook.com with your administrator account.
- Navigate to the Settings and then select Requests.
- Click on the Received tab. You should see a pending request from LivePerson regarding the WhatsApp Business account transfer.
- Click Review and follow the on-screen prompts to approve the request and confirm permissions.
This must be done within 30 days of receiving the request.
8. Who can approve the ownership request in Meta Business Suite?
Only users with admin access to your Meta Business Portfolio can accept the ownership transfer request.
9. How long does the transfer take once the request is approved?
The change is effective almost immediately after your admin approves the request in the Meta Business Suite.
10. What happens if we don’t approve the request in time?
If no action is taken within 30 days, Meta will automatically approve the transfer to your business portfolio to ensure compliance. We recommend proactively accepting to avoid confusion.
Account & Access Issues
11. How do I find which Meta Business Portfolio is linked to my WABA?
Your Account Team will help you identify the correct Meta Business Portfolio tied to your WhatsApp number. You can also view WABA details in your Meta Business Suite under Business Settings > WhatsApp Accounts.
12. I've logged in, but I can't see the transfer request. What should I do?
This can happen for a couple of reasons. Here’s a quick two-step check you can perform to confirm the status of your account:
Step 1: Check if You Already Own the Account
First, it's possible the ownership has already been transferred. You can verify this in your portfolio:
- Navigate to Business Settings > Accounts > WhatsApp Accounts.
- Select the relevant WABA and look for the "Owned by" field.
If this field displays your company's name, then you already have ownership and no further action is needed. If it does not, proceed to the next step.
Step 2: Check for a Pending Request
If you have confirmed you don't yet own the account, check for a pending transfer request.
- Ensure you are logged into the correct Meta Business Portfolio.
- Navigate to Settings (the gear icon) in the bottom-left menu of the Meta Business Suite.
- Select Requests, then click on the Received tab.
If a request from LivePerson is visible, please approve it.
If Both Checks Fail
If you have completed both steps above and still cannot confirm ownership or see the request, do not worry. No further action is required from you. The account will be automatically transferred to your portfolio within 30 days of the request being initiated.
13. What if my team doesn't have admin access to the correct Meta Business Portfolio?
If you cannot gain access in time, don't worry. The account will be automatically transferred after 30 days to ensure the migration is completed.
However, we strongly recommend you begin the process of gaining administrative access to enjoy the full benefits of ownership. You can submit a request directly to Meta to recover access to your company's portfolio. Instructions can be found here: Meta Business Help Center.
After the Transition
14. How can I confirm the ownership transfer was successful?
In your Meta Business Portfolio, navigate to Business Settings > Accounts > WhatsApp Accounts. Select the relevant WABA and look for the "Owned by" field. It should now display your company's name.
15. Does my team need to do anything else after approving the request?
No. Approving the request is a one-time action to complete the ownership transfer. Once done, there are no further follow-up actions required for the migration itself.
16. Will we still work with LivePerson after this change?
Yes. LivePerson remains your official BSP (Business Service Provider) and continues to handle messaging services, technical integrations, and ongoing support.
More Questions?
17. Where can we find documentation and support materials?
You can go through our step-by-step guide here.
18. Who can I contact for help?
Please reach out to your LivePerson Account Team for any questions or help during the migration.