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 Discord bot to your server for community support channels.

Email

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

Website Widget

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

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 and close the popup

   The page refreshes once the connection completes.

Managing message templates

WhatsApp requires pre-approved message templates for starting conversations with customers. Once connected, you can create and manage templates directly in Converge.

Connecting Instagram & Messenger

Instagram Direct Messages and Facebook Messenger both connect through Meta's unified messaging API. The process is nearly identical -- you authenticate with Facebook and select which accounts to connect.

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

Connection steps

1. 1
   Open Platforms → Instagram (or Messenger)

   Click "Connect" to open the Facebook popup.

2. 2
   Log in to Facebook

   Use the account with admin access to your Page.

3. 3
   Select your Page and Instagram account

   Choose which accounts to connect.

4. 4
   Grant all requested permissions

   These let Converge send and receive messages for you.

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.

Connecting Discord

Discord integration uses a bot that joins your server and routes DMs to your Converge inbox. You'll need to create a bot in the Discord Developer Portal.

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, paste both values and click Enable.

4. 4
   Invite the bot to your server

   Use the invite link shown on the settings page.

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.

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 will generate a unique API key for your widget.

4. 4
   Copy the script tag

   Click the copy button to copy the embed code to your clipboard.

5. 5
   Add to your website

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

Understanding Activity Logs

Every platform shows real-time activity logs on the right side of the settings panel. These logs help you monitor connection status, track messages, and troubleshoot issues.

Log types

Logs update in real-time as events happen. If you see errors, they usually include details about what went wrong and how to fix it.

Best Practices