Migrate All Messaging Channels
Converge Team
Part of the Deskpro migration guide
Complete guide to migrating all your messaging channels (WhatsApp, Telegram, Messenger, etc.) from Deskpro.
Migrating All Channels from Deskpro
Deskpro natively supports email, live chat (Deskpro Messenger widget), voice, SMS, WhatsApp, Facebook Messenger, Instagram, Slack, Microsoft Teams, and review platforms (Trustpilot, Apple App Store). It does not natively support Telegram, Discord, or Zalo.
Chat Widget (Deskpro Messenger)
Deskpro Messenger is embedded via a JavaScript snippet on your website, with options for web deployment, iOS SDK, and Android SDK. It supports chatflows (automated conversation trees), AI chatbot responses, Help Center article search, ticket form submission, and proactive chat prompts. To migrate, remove the Deskpro Messenger code from your website and replace it with your new platform's chat widget. If you used chatflows (automated conversation routing with field mapping), recreate those as auto-reply rules or chatbot configurations in your new platform. Also check for JWT-authenticated sessions if you were identifying logged-in users through the widget.
Social Channels (Facebook Messenger, Instagram)
Facebook Messenger and Instagram connect via Meta OAuth through your Facebook Business page. Disconnect from Deskpro under Admin > Channels > Facebook/Instagram, then reconnect the same Facebook/Instagram pages to your new platform. Your page followers, settings, and conversation history on the social platforms remain intact — only the webhook routing changes. Note that Deskpro Cloud handles the Meta App Review automatically for cloud customers, while on-premise deployments require a separate Meta app review process.
Voice and SMS
Deskpro includes built-in voice with IVR (interactive voice response), call queues with ranked routing and wrap-up time, call recordings, auto-attendant, extensions, voicemail, and call monitoring. SMS support is also native with dedicated numbers. If your new platform doesn't include native voice, you'll need a separate phone solution like Aircall or Talkdesk. For SMS numbers provisioned through Deskpro, check with their support about number portability before canceling your account.
Slack and Microsoft Teams
Deskpro integrates with Slack (ticket notifications, /deskpro slash commands, structured ticket forms) and Microsoft Teams (ticket creation from conversations, real-time updates). These are internal communication integrations for your team, not customer-facing support channels. Disconnect them from Deskpro's admin panel and evaluate whether your new platform offers equivalent integrations for internal team collaboration and ticket creation workflows.
Review Platforms (Trustpilot, Apple App Store)
Deskpro can pull reviews from Trustpilot and the Apple App Store into tickets for response management. If you use this feature, check whether your new platform supports review channel integrations or if you'll need to manage reviews directly on those platforms after switching.
Channels Deskpro Doesn't Support
Deskpro has no native integration for Telegram, Discord, or Zalo. If your customers use these platforms, switching to a platform with native support opens new communication paths without relying on third-party marketplace apps or Zapier workarounds. Telegram connects via a bot token (2 minutes), Discord via a bot token and app ID, and Zalo via OAuth.
Migration order: Start with your lowest-volume channel to validate the setup. Migrate the chat widget and social channels first (quick to reconnect), then email and WhatsApp (higher risk if misconfigured). Leave voice for last since it may require the most planning around number portability.
Need the full migration guide?
This page covers migrate all messaging channels specifically. For the complete step-by-step migration process:
Read the complete Deskpro migration guide →Ready to try Converge?
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