This article provides details on how to transfer your WhatsApp account from the On-Behalf-Of (OBO) setup.


Meta is deprecating the OBO account ownership model and replacing it with partner-initiated WABA creation.  If your WhatsApp is set up via OBO in Freshworks, ensure your account ownership is transferred to your Meta Business Manager before September 30, 2025.


Note: This is a mandatory change initiated by Meta and applies only to customers with WhatsApp accounts on the OBO setup.


This article contains:

  1. Understanding the OBO Model
  2. Step 1: Check if you need account transfer
  3. Step 2: Transfer WhatsApp account ownership
  4. Step 3: Confirm transfer completion
  5. FAQs

Understanding the OBO Model

In the OBO model, Freshworks, as your Business Solution Provider (BSP), owns and manages your WhatsApp business account on your behalf. While this simplified onboarding, it limited your direct control within Meta’s systems.


Why is Meta deprecating the OBO model?

Meta is deprecating the OBO model to provide businesses with direct ownership and greater control over their WhatsApp assets.


A few key benefits of the new model:

  • Direct Ownership: Your WABA will now reside under your own Meta Business Manager, providing complete ownership.
  • More Control: You can create and manage templates, phone numbers, and analytics directly.
  • Future-Proofing: You can get access to upcoming features within WhatsApp Business Platform


What you need to do?

Here's a high-level summary of what you need to do:

  1. Check if your account is on OBO
  2. Transfer WhatsApp account ownership
  3. Confirm transfer completion


Prerequisites
Before you proceed, ensure you have:

  • Freshdesk admin access
  • Admin access to your Meta Business account

Step 1: Check if you need account transfer

The first step is to verify if your WhatsApp account is still on the OBO setup. You can do this in the following ways:

  • Method 1: Verify your account in Meta Business Suite (Recommended)
  • Method 2: Check recent email communications from Freshworks

Method 1: Verify your account in Meta Business Suite (Recommended)

  1. Log in to Meta Business Suite and select your Business Portfolio.
    If you manage multiple portfolios, choose the one linked to Freshdesk.
  2. Click on the Business Settings icon next to your account profile name.
  3. From the left pane, click Accounts > WhatsApp Accounts.
  4. You will see a list of WhatsApp accounts. Click each account and verify the Owned by field.
    • If it shows your company’s name, no action is required, which means you already own your WhatsApp Business account.
    • If it shows Freshworks or no account is listed, transfer the ownership.

Method 2: Check recent email communications from Freshworks

If you are a Freshdesk admin, check if you received emails from Freshworks about WhatsApp ownership transfer.

Step 2: Transfer WhatsApp account ownership

If your WhatsApp account is on the OBO setup, follow these steps to accept the transfer request in Meta Business Manager:

  1. Log in to Meta Business Suite.
  2. Select your Business Portfolio from the left pane.
    If you manage multiple portfolios, choose the one linked to Freshdesk.
  3. Click on the Business Settings icon next to your account profile name.
  4. Click the Requests tab.
  5. Check for pending requests from Freshworks.
  6. Click Review and follow the on-screen prompts to approve the request and confirm permissions.

Note: The transfer request from Freshworks will be automatically approved within 30 days if no action is taken.


Step 3: Confirm transfer completion

  1. Log in to Meta Business Suite.
  2. Select your Business Portfolio from the left pane.
    If you manage multiple portfolios, choose the one linked to Freshdesk.
  3. Click on the Business Settings icon next to your account profile name.
  4. From the left pane, click Accounts > WhatsApp Accounts.
  5. Select your WABA and check if the Owned by field shows your company’s name.
  6. The transfer is now complete.

FAQs

  1. What happens if I don’t approve the transfer in time?

    If you don’t take action within 30 days, Meta will automatically approve the transfer on your behalf.

  2. Will this cause downtime or message loss?
    No. The transfer is a backend change. All messages, templates, and integrations remain unaffected.

  3. Who is eligible to approve the transfer?

    Only users with Admin access to your company’s Meta Business Portfolio can approve the request.

  4. I can’t find the transfer request. What should I do?
    • Check if you are logged into the correct Business Portfolio in Meta Business Suite.
    • If the request is still missing, your account may have already been transferred. You can verify this by checking the Owned by field in your WhatsApp Account. Check Step 3: Confirm transfer completion.
  5. Does this update involve any cost?
    No. This transfer is a mandatory and free update from Meta.

  6. Will this change my partnership with Freshworks?
    No. Freshworks remains your official BSP and continues to manage your technical setup, integrations, and support. Only the formal asset ownership moves to you.

  7. Can I switch back to OBO after the transfer?
    No. Meta is permanently deprecating the OBO model.

  8. Do I have to pay Meta for WhatsApp usage going forward?

    No, Freshworks will continue to handle all WhatsApp billing.