Connect Your Messaging Platforms

Supported Platforms

Converge integrates with the messaging platforms your customers already use. Each platform has its own connection process, but once connected, all messages flow into your unified inbox.

Telegram

Create a bot with BotFather and paste your token. Takes 2 minutes.

WhatsApp Business

Connect via Meta Business Suite with OAuth. Includes template management.

Instagram

Connect your Business or Creator account via Facebook OAuth.

Messenger

Connect your Facebook Page to receive Messenger conversations.

Zalo OA

Connect your Official Account via OAuth. Includes ZBS template management.

Discord

Add a bot to your server and its direct messages land in your inbox.

Email

Connect any mailbox over IMAP/SMTP with an app password -- Gmail, Zoho, Outlook, or custom.

X (Twitter)

Bring X direct messages in with four keys from your X developer app.

Website Widget

Embed a chat widget on your website with one line of code.

The Platforms page groups these into three buckets: Connected (live channels, each card showing the account it is attached to), Messaging platforms (everything you can connect today), and a collapsed Coming soon list.

Connecting Telegram

Telegram is one of the easiest platforms to connect. You'll create a bot using Telegram's BotFather, then paste the token into Converge. The whole process takes about 2 minutes.

Step 1: Create your Telegram bot

1. 1
   Open BotFather in Telegram

   It's Telegram's official bot for creating other bots.

2. 2
   Send /newbot

   BotFather asks for a display name and a username.

3. 3
   Choose a name and username

   The username must end in "bot" (e.g., "AcmeSupportBot").

4. 4
   Copy the bot token

   It looks like 123456789:ABCdefGHIjklMNO-pqrsTUVwxyz

Step 2: Connect in Converge

1. 1
   Open Platforms → Telegram

   Click the Platforms icon in the sidebar, then Telegram.

2. 2
   Paste your bot token

   Enter the BotFather token in the Bot Token field.

3. 3
   Click Enable

   Converge verifies the token and starts receiving messages.

Connecting WhatsApp Business

WhatsApp Business uses Meta's official API, which means you connect through Meta Business Suite with OAuth. This ensures reliable delivery and access to advanced features like message templates.

Requirements

• WhatsApp Business account -- You need a business account, not a personal one
• Meta Business Suite access -- Admin access to your organization's Business Suite
• Verified phone number -- A phone number that can receive SMS or calls for verification

Connection process

1. 1
   Open Platforms → WhatsApp

   Click "Connect WhatsApp Business" to open the Meta popup.

2. 2
   Log in to Meta Business Suite

   Use the Facebook account with admin access to your business.

3. 3
   Select your WhatsApp Business account

   Pick the business and phone number to connect.

4. 4
   Grant permissions

   The page switches to the connected view on its own -- no reload needed.

If the popup never opens, an ad blocker is usually blocking Meta's SDK. Use the second button, Connect via Meta (Alternative): it opens Meta's own signup page in a new tab and Converge picks up the connection when you finish there. That flow waits up to 10 minutes before timing out.

Managing message templates

Meta requires pre-approved templates for any message sent outside the 24-hour customer service window. The WhatsApp page lists every template on your account with its category, language, and approval status -- APPROVED, PENDING, or REJECTED. Click a row to see its header, body, and footer.

New Template creates one without leaving Converge: a lowercase name (letters, numbers, and underscores), a category of Utility, Marketing, or Authentication, a language, body text, and optional header and footer. Meta reviews it before it can be used. The refresh icon pulls the latest approval statuses and is rate-limited to once every 30 seconds.

Connecting Instagram & Messenger

Instagram Direct Messages and Facebook Messenger both connect through Meta, and the two flows are near-identical. They are still separate channels: Instagram and Messenger have their own cards on the Platforms page, their own OAuth popup, and their own Disconnect button. Connecting one does not connect the other.

Instagram requirements

• Instagram Business or Creator account -- Personal accounts cannot connect
• Connected to a Facebook Page -- Your Instagram account must be linked to a Page
• Admin access to the Facebook Page -- You need to be able to grant permissions

Messenger asks for less: a Facebook Page you administer, with Messenger turned on for that Page. No Instagram account is involved.

Connection steps

1. 1
   Open Platforms → Instagram (or Messenger)

   Click Connect Instagram (or Connect Messenger) to open the Facebook popup. Allow popups for the site or nothing happens.

2. 2
   Log in to Facebook

   Use the account with admin access to your Page.

3. 3
   Grant all requested permissions

   These let Converge receive and answer messages for you.

4. 4
   Close the popup

   Converge reloads the page once the window closes and shows the connected account.

Choosing which Page receives messages

If your Facebook account administers several Pages, the connected Messenger view adds an Active Page dropdown. One Page is active at a time, and switching takes effect immediately -- messages to the other Pages do not reach your inbox while they are inactive.

Connecting Zalo OA

Zalo Official Account (OA) connects via OAuth and includes support for ZBS (Zalo Business Service) message templates, similar to WhatsApp templates.

Requirements

• Zalo Official Account (OA) -- Create one at oa.zalo.me
• Admin access to the OA -- You need permissions to authorize third-party apps

Connection steps

1. 1
   Open Platforms → Zalo OA

   Click "Connect Zalo Official Account" to open the Zalo popup.

2. 2
   Log in and authorize

   Select your OA and grant the required permissions.

3. 3
   Close the popup

   The page reloads once the connection completes.

Once connected, the page lists your ZBS templates read-only: name, tag (Transaction, Customer Care, or Promotion), approval status, parameters, and a preview link. Creating and editing them happens in the Zalo OA Dashboard; the refresh icon pulls the current list and is rate-limited to once every 30 seconds.

Connecting Discord

Discord integration uses a bot that joins your server and routes its direct messages to your Converge inbox. Posts in server channels stay in Discord -- only DMs to the bot arrive as conversations. The bot still has to be in your server, because Discord only lets someone DM a bot they share a server with. For the full walkthrough, including the Message Content intent that Discord requires before your bot can read message text, see how to connect Discord.

Setup steps

1. 1
   Create a Discord application

   In the Discord Developer Portal, create an app and open its Bot section.

2. 2
   Copy the Application ID and Bot Token

   The ID is on the main page; the token is under Bot.

3. 3
   Enter credentials in Converge

   In Platforms → Discord, fill in Application ID, then Bot Token, and click Enable. Both are required.

4. 4
   Invite the bot to your server

   Use the "Invite bot to your server" link, which appears as soon as the Application ID is filled in.

Connecting Email

Connect your own mailbox -- like [email protected] -- over IMAP and SMTP using your own credentials. Converge reads incoming mail over IMAP and sends agent replies over SMTP, so your existing address keeps working while every message lands in your unified inbox. There are no DNS records to edit and no domain verification to wait on.

Setup steps

1. 1
   Pick your provider

   In Platforms → Email, choose Gmail / Google Workspace, Zoho Mail, Outlook / Microsoft 365, or Other. Presets auto-fill the IMAP and SMTP servers; each shows an inline hint and a "Full setup guide" link.

2. 2
   Enter your email address

   The mailbox you want to connect, e.g., [email protected].

3. 3
   Enter your password

   Gmail and Outlook need an App Password (Google's app password guide, Microsoft's), not your normal login. Zoho uses an app-specific password when 2FA is on (see prerequisites). A custom host uses its mailbox or app password.

4. 4
   Add server details only for "Other"

   Presets fill the hosts automatically; a custom host needs your IMAP and SMTP host and port.

5. 5
   Click Test & Connect

   Converge verifies IMAP and SMTP and only enables the channel if both pass. A failure shows an inline error naming what went wrong.

Zoho Mail prerequisites

Zoho needs three things set up before it will connect, and skipping any one of them returns an authentication error:

1. 1
   Enable IMAP first

   It's off by default. Enable it in Zoho Mail → Settings → Mail Accounts → your address → IMAP (Zoho: enable IMAP). EU and other datacenters use the same path -- Converge auto-detects the datacenter, so there's no host to type.

2. 2
   App-specific password if 2FA is on

   A regular password won't work. Generate one in Zoho Accounts → Security → App Passwords and paste that (Zoho: app-specific password).

3. 3
   Paid plan required

   IMAP needs Mail Lite or higher; the free tier has none.

What lands in your inbox

Converge checks the mailbox about once a minute. The first check starts from the moment you connect, so existing mail is never imported -- only messages that arrive afterwards become conversations. Quoted history and signatures are stripped, so an agent reads the new part of the thread rather than the whole chain.

Connecting X (Twitter)

X direct messages arrive through your own X developer app rather than a Converge-owned one. That means an X Developer Account is required, and X bills the API usage to that account, not to Converge.

Setup steps

1. 1
   Create an App at console.x.com

   Save the Consumer Key and Consumer Secret shown right after creation -- X does not display them again.

2. 2
   Set up user authentication

   Under "User authentication settings", pick Read and write and Direct message, set the Website URL to https://useconverge.app/en and the Callback URL to https://useconverge.app/api/callback/x, then save.

3. 3
   Regenerate the access token pair

   In "OAuth 1.0 Keys", regenerate the Access Token and Secret. A pair issued before the permission change carries the old read-only scope and will fail.

4. 4
   Paste all four values and click Save & Connect

   Consumer Key, Consumer Secret, Access Token, Access Token Secret. The Bearer Token is not used -- it only reads public data.

Converge polls X for new direct messages about once a minute, so an X conversation can take a few seconds longer to appear than a Telegram or widget message. If X rejects the credentials with a permissions error, the channel switches itself off and shows the reason -- regenerate the token pair and connect again.

Installing the Website Widget

The Converge widget adds a chat bubble to your website, letting visitors start conversations without leaving your page. Installation requires adding one line of code.

Setup process

1. 1
   Go to Platforms and select Widget

   Click on "Widget" in the platforms list.

2. 2
   Enter your website domain

   Type your domain without https:// or paths. Example: example.com

3. 3
   Click Enable

   Converge generates a unique API key for your widget and reveals the embed settings.

4. 4
   Pick an embed method

   Standard works for most sites. Inline Loader is the fallback when a cookie consent plugin blocks the standard tag. The two Google Tag Manager options emit GTM-shaped snippets -- the simple one passes the key in the URL, the two-tag one needs tag sequencing so the config tag fires first.

5. 5
   Name your cookie consent plugin

   Optional, and only offered for the Standard method. Choosing Cookiebot, CookieYes, CookieScript, or WPConsent adds that plugin's attributes so it classes the widget as necessary instead of blocking it.

6. 6
   Copy the script tag

   The copy button puts the generated snippet, API key included, on your clipboard.

7. 7
   Add to your website

   Paste the script tag into your website's HTML, preferably in the <head> section.

The domain you entered is the security boundary. Converge accepts widget traffic from that exact hostname and any subdomain of it, and rejects everything else -- so example.com also covers shop.example.com, while a staging site on a different domain needs its own Converge account or a temporary domain change.

Best Practices