Migrate All Messaging Channels
Converge Team
Part of the Help Scout migration guide
Complete guide to migrating all your messaging channels (WhatsApp, Telegram, Messenger, etc.) from Help Scout.
Migrating All Channels from Help Scout
Help Scout supports email (shared inboxes), live chat (Beacon), WhatsApp, Facebook Messenger, and Instagram. WhatsApp, Messenger, and Instagram require the Plus tier ($45/user/month) or higher. Help Scout does not support Telegram, Discord, Zalo, Line, or SMS.
Email (All Plans)
Help Scout's core channel. Uses email forwarding from your domain to a helpscoutapp.com address. Migration requires updating forwarding rules at your email provider. See the email migration guide for details. If you have multiple inboxes (2 on Standard, 5 on Plus), document which email addresses map to which inbox.
Beacon (Live Chat Widget)
Beacon is Help Scout's embeddable widget that combines live chat, Docs article search, and contact forms. It's installed via a JavaScript snippet. When migrating, remove the Beacon script tag from your website and replace it with your new platform's chat widget code. If you use AI Answers through Beacon, note that this functionality ($0.75/resolution) won't transfer -- you'll need your new platform's equivalent.
WhatsApp (Plus Tier Only)
Connected via Meta Business API through Manage → Inbox → Connect Email & Social. Disconnect from Help Scout, then reconnect the same number on your new platform. See the WhatsApp migration guide for the step-by-step process.
Facebook Messenger (Plus Tier Only)
Help Scout connects to Messenger via your Facebook Page. Disconnect the Messenger channel in Help Scout, then connect the same Facebook Page to your new platform through Meta OAuth. Your Page, followers, and business verification remain unchanged.
Instagram (Plus Tier Only)
Similar to Messenger -- connected through your Instagram Business account via Meta. Disconnect from Help Scout, then reconnect on your new platform via Meta OAuth. DM history in Help Scout won't transfer, but your Instagram account and followers are unaffected.
Channels Help Scout Doesn't Cover
If you've been managing any of these channels outside Help Scout, migrating is an opportunity to consolidate them into a single inbox:
- • Telegram -- Not supported by Help Scout at any tier
- • Discord -- Not supported by Help Scout at any tier
- • Zalo -- Not supported by Help Scout at any tier
- • SMS -- Not natively supported (requires third-party integration)
Recommended Migration Order
Start with your lowest-traffic channel to build confidence, then migrate higher-volume ones. A typical order: Instagram → Messenger → WhatsApp → Email → Beacon replacement. Migrate email last because it's Help Scout's strongest channel and your team is most accustomed to it there.
Need the full migration guide?
This page covers migrate all messaging channels specifically. For the complete step-by-step migration process:
Read the complete Help Scout migration guide →Ready to try Converge?
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