Swap numbers without losing history

Overview

Every Wazzap sub-account holds one paired WhatsApp number. The Switch Numbers action lets you replace that number with a different one while keeping the sub-account itself intact, so all the configuration that lives at the sub-account level (HighLevel mapping, agents, tags, automations, Spintax globals, webhooks) stays untouched.

The chats themselves are stored against the sub-account, not against the number's WhatsApp account. That means existing threads in your CRM keep working, and new messages from the same contacts land in the same conversation regardless of which number is now paired.

When to use it

• The current number got banned and you have a warmed replacement ready.
• You're moving the channel from a personal SIM to a business SIM.
• The team rotated phones and the IMEI changed.
• A client migrated their customer service line to a new operator.
• You're decommissioning a "warmed" placeholder number and going live with the real one.

Step-by-step procedure

1. Open the Sub-account panel in Wazzap and pick the sub-account whose number you want to swap.
2. Go to Settings → WhatsApp Number.
3. Click Switch Number. Confirm in the prompt that the current pairing will be released.
4. On the new phone (or the same phone with the new SIM), open WhatsApp → Settings → Linked Devices → Link a Device.
5. Scan the QR shown in Wazzap.
6. The dashboard tile flips to "Online" within a couple of seconds. The new number now owns this sub-account.

What stays and what doesn't

• Stays: sub-account name, HighLevel mapping, agents, tags, triggers, automations, Spintax globals, webhooks, message templates, the CRM contact threads, all historical chats.
• Resets: the WhatsApp profile name and picture (those live on the WhatsApp account itself), the linked-device session, any in-flight messages that hadn't been delivered yet by the old number.
• Doesn't migrate: existing WhatsApp chats from the old number's app history. Wazzap only sees messages from the moment a number is paired, so anything that lived only on the phone's WhatsApp app doesn't get pulled over.

CRM side of the swap

If you sync this sub-account to HighLevel, the conversation provider keeps pointing at the same Wazzap sub-account, so nothing changes on the CRM side. Outbound messages from GHL will now leave from the new number, and replies from your contacts will route into the same conversation threads they were already in.

Tell your contacts informally that you're moving to a new number. Their phone will keep the old contact card saved against the old number, so future outbound from your team appears as "Unknown" on their side until they update the card.

Troubleshooting

The QR keeps refreshing and never pairs

The new phone needs internet at the moment you scan. Connect to Wi-Fi, hard-refresh the QR page in Wazzap, and re-scan. If the phone has a VPN active, turn it off for the pairing step and turn it back on after.

"Switch" button is greyed out

The current number is in the middle of a session change. Wait 30 to 60 seconds and try again. If it stays greyed out, hard-refresh the page.

Old messages disappeared after the swap

The chats kept on Wazzap are intact. What you're seeing is the WhatsApp app on the new phone showing only its own local history. Open the chats from your CRM (HighLevel Conversations tab) and you'll see every message Wazzap processed before and after the swap.