Migrate All Messaging Channels

Converge Team

• Updated March 12, 2026

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

Migrating All Channels from Gladly

Gladly natively supports Email, Voice (phone calls), SMS, Chat (web widget), Facebook Messenger, Instagram DMs, and WhatsApp. It does not natively support Telegram, Discord, or Zalo — if your customers use these channels, migrating to a platform with native support opens new communication pathways.

Chat Widget

Gladly's Chat channel uses an embeddable widget you place on your website with two code snippets — a loader script in the <head> and an initializer before </body>. To migrate, remove both Gladly chat snippets from your site and replace with your new platform's widget code. If you used Gladly's Chat features like Quick Actions, Public Answers search, or custom styling, recreate those in your new widget. Gladly does not allow exporting widget configurations.

Social Channels (Messenger, Instagram)

Facebook Messenger and Instagram DMs connect via Meta OAuth through your Facebook Business account. In Gladly, go to Settings > Channels > Facebook Pages (for Messenger) or Instagram Messaging. Remove the Gladly integration, then reconnect the same Facebook pages and Instagram accounts to your new platform. Your pages, followers, and settings remain intact — only the platform connection changes. Takes 2-3 minutes per channel.

Voice and SMS

If you purchased phone numbers through Gladly, check whether they can be ported out to your new platform or carrier. Contact Gladly Support to initiate number porting. If you brought your own numbers and set up forwarding or porting into Gladly, redirect them to your new platform. Note that any IVR flows, queue routing, and warm/cold transfer configurations built in Gladly cannot be exported — document these before switching.

Channels Gladly Doesn't Support

Gladly has no native integration for Telegram, Discord, or Zalo. If your customers use these platforms, switching to a platform with native support unlocks entirely new channels. Telegram connects via a bot token (2-minute setup), Discord via a bot token and app ID, and Zalo via OAuth. These channels let you reach customers in communities, gaming, and Southeast Asian markets that Gladly cannot serve.

Entry Points and Routing

Gladly's unique concept of "Entry Points" (contact addresses linked to Inboxes with routing exceptions) needs to be mapped to your new platform's routing system. Document which Entry Point routes to which Inbox for every channel before disconnecting. Also record any Rules that trigger based on Entry Point or channel type — these define your routing logic and need to be recreated.

Migration order: Start with your lowest-volume channel to validate the setup. Migrate social channels and chat widget first (lowest risk), then email, and finally voice/SMS (most complex due to number porting and IVR recreation).