Migrate All Messaging Channels

Converge Team

• Updated March 12, 2026

Complete guide to migrating all your messaging channels (WhatsApp, Telegram, Messenger, etc.) from Freshdesk.

Migrating All Channels from Freshdesk

Freshdesk's channel support depends on which product you're using. Standard Freshdesk handles email, phone, web widget, and basic social ticketing (Facebook, X/Twitter). Freshdesk Omni adds WhatsApp, Messenger, Instagram DMs, LINE, SMS, Apple Business Chat, and Google Business Messages. Neither product supports Telegram, Discord, or Zalo.

Web Widget (Freshdesk Chat Widget)

Freshdesk's help widget is embedded on your website via a JavaScript snippet or through CMS integrations. Remove the Freshdesk widget code from your site's HTML (check for FreshworksWidget or the Freshdesk script tag in your site header/footer). Replace it with your new platform's chat widget code. If you used Freshdesk's Shopify, WordPress, or other CMS apps, uninstall the Freshdesk app and install your new platform's equivalent.

Social Channels (Messenger, Instagram)

On Freshdesk Omni, Messenger and Instagram connect via your Facebook Business page through Meta OAuth. Disconnect from Freshdesk Omni under Admin > Channels > Messaging, then reconnect the same Facebook page to your new platform. Your page followers and settings remain intact — they're tied to your Facebook/Instagram accounts, not Freshdesk. Standard Freshdesk's social ticketing (which converts Facebook/Twitter posts to tickets) works differently and is simpler to migrate from.

WhatsApp, LINE, and SMS

WhatsApp, LINE, and SMS are Omni-only channels. WhatsApp requires a BSP transfer (see the WhatsApp migration guide). LINE connects via the LINE Official Account developer console — disconnect from Freshdesk and reconnect to your new platform using the same LINE channel credentials. SMS may be provisioned through Freshworks' Twilio integration — check whether you can port the number or need a new one.

Phone Support

If you use Freshdesk's phone channel (Freshcaller/Freshdesk Contact Center), this is a separate Freshworks product. Phone support migration is independent of your helpdesk migration. Your phone numbers may be Freshworks-provisioned — check number portability with your carrier.

Channels Freshdesk Doesn't Support

Freshdesk has no native integration for Telegram, Discord, or Zalo on any plan. If your customers use these platforms, switching to a platform with native support opens new communication channels without third-party middleware. Telegram connects via a bot token (2 minutes to set up), 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 email and WhatsApp last — they carry the most traffic and the highest risk if something goes wrong during the switch.