Migrate All Messaging Channels
Converge Team
Part of the CM.com migration guide
Complete guide to migrating all your messaging channels (WhatsApp, Telegram, Messenger, etc.) from CM.com.
Migrating All Channels from CM.com
CM.com's Mobile Service Cloud supports email, SMS, RCS, Telegram, WhatsApp, Instagram, Facebook Messenger, and (on Advanced+) live chat, voice, and contact forms. Migrating to a new platform means disconnecting each channel from CM.com and reconnecting it — here's what to expect per channel.
CM.com acts as a BSP, so you'll need to release your phone number from their infrastructure before connecting to a new platform. See the WhatsApp migration guide for detailed steps. Your verified status and message templates carry over via Meta Business Manager.
Facebook Messenger & Instagram
These connect via Meta's OAuth flow through your Facebook Business Page and Instagram Professional Account. Disconnect the Messenger/Instagram integration from CM.com's settings, then connect the same pages to your new platform via OAuth. Your page followers, business verification, and account standing are unaffected — they're tied to Meta, not CM.com. Expect 2-3 minutes per channel to reconnect.
Telegram
CM.com supports Telegram via the Business Messaging API. If you created a Telegram bot through CM.com, you'll need the bot token from BotFather. Revoke the existing token and generate a new one, then connect it to your new platform. Alternatively, if you have the original token, you can reuse it after removing the webhook in CM.com's system.
SMS & RCS
SMS sender IDs, short codes, and RCS agent registrations are typically provisioned through CM.com's connectivity platform. These do not transfer automatically — you'll need to provision new sender IDs with your new SMS provider. If you own dedicated short codes, contact CM.com about transferring them. RCS agent branding requires re-verification with your new provider through Google's Business Communications.
Redirect your forwarding rules from CM.com's @robinhq.com address to your new platform's inbound address. Update SPF/DKIM DNS records. See the email migration guide for details.
Live Chat & Voice
CM.com's live chat widget (available on Advanced and Pro plans) needs to be replaced with your new platform's widget. Remove the CM.com script tag from your website and add the new one. Voice/VoIP through CM.com uses SIP trunking — if you need voice in your new platform, you'll configure a new SIP provider or use the new platform's built-in voice solution. Note that not all messaging-focused platforms offer voice.
Migration Order
Start with your lowest-volume channel to test the process. Move email first (since it's forwarding-based and easy to switch back), then social channels (Messenger, Instagram), then Telegram, and finally WhatsApp (which requires BSP coordination and has the most moving parts). Leave SMS for last if you're also changing SMS providers.
Important: CM.com's automatic channel fallback feature (e.g., falling back from WhatsApp to SMS) stops working as soon as you disconnect. If your customers rely on this, plan your channel migration timeline so all channels are connected to your new platform before you fully decommission CM.com.
Need the full migration guide?
This page covers migrate all messaging channels specifically. For the complete step-by-step migration process:
Read the complete CM.com migration guide →Ready to try Converge?
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