Omnichannel Support Channels Guide
Learn about 20+ omnichannel support channels including WhatsApp, Telegram, Instagram, and live chat. Build a unified inbox with the channels your customers use.
True omnichannel support means meeting customers on their preferred channels—not just email and phone. We've analyzed 20+ communication channels to help you build a unified inbox that covers where your customers actually are.
Messaging apps now handle billions of daily messages. WhatsApp has 2+ billion users, Telegram 700+ million, and Instagram DMs are increasingly used for business inquiries. Omnichannel support isn't optional anymore—it's expected by customers across all demographics.
Building Your Omnichannel Strategy
Channel selection depends on your customer demographics and business type:
- •E-commerce: Instagram DM, WhatsApp, and live chat for quick purchase questions
- •B2B SaaS: Email, live chat, and Discord for technical support and community conversations
- •Local businesses: WhatsApp, Facebook Messenger, Google Business Messages
- •Global teams: Telegram (Europe/Asia), WeChat (China), Zalo (Vietnam)
Converge natively supports WhatsApp, Telegram, Instagram, Messenger, Discord, Zalo and more—all in one unified inbox.
2+ billion users
✓ Converge nativeTelegram
800+ million users
✓ Converge nativeFacebook Messenger
1+ billion users
✓ Converge nativeInstagram DMs
2+ billion users
✓ Converge nativeZalo
75+ million users
✓ Converge nativeDiscord
150+ million users
✓ Converge nativeGmail
1.8+ billion users
✓ Converge nativeLive Chat Widget
N/A users
✓ Converge nativeLINE
200+ million users
Not supported1.3+ billion users
Not supportedViber
260+ million users
Not supportedSMS
5+ billion users
Not supportedTwitter/X DMs
500+ million users
Not supportedKakaoTalk
53+ million users
Not supportedSlack
32+ million users
Not supportedMicrosoft Teams
320+ million users
Not supportedApple Business Chat
1+ billion users
Not supportedGoogle Business Messages
N/A users
Not supported4+ billion users
✓ Converge nativeVoice/Phone
N/A users
Not supportedFrequently Asked Questions
Start with channels your customers already use. For most businesses: WhatsApp (98% open rates), email (still essential), live chat (for website visitors), and Instagram DM (for younger audiences). A unified inbox like Converge consolidates all of these in one view.
No—unified inbox platforms like Converge consolidate all channels into one interface. Your team sees WhatsApp, Instagram, Telegram, and email conversations in a single view, improving response times and preventing missed messages across channels.
WhatsApp Business API requires approval from Meta. Platforms like Converge handle the technical integration—you connect your WhatsApp Business account and start receiving messages in your unified inbox immediately without complex API setup.