Migrate All Messaging Channels

Converge Team

• Updated March 12, 2026

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

Migrating All Channels from Kustomer

Kustomer natively supports email, chat widget, WhatsApp (direct + Twilio + MessageBird), SMS (via Twilio), Facebook Messenger, Twitter/X DMs, and voice. It does not natively support Telegram, Discord, or Zalo.

Chat Widget

Kustomer's chat widget is embedded via a JavaScript SDK on your website. It supports multi-brand configurations (each brand gets its own chat widget with a unique brand ID) and conversational assistants. To migrate: remove the Kustomer chat SDK script from your site's HTML or CMS integration, then install your new platform's chat widget. If you used Kustomer's Shopify Live Chat integration, uninstall the app from your Shopify store and install the new widget.

Social Channels (Facebook, Twitter/X)

Facebook Messenger connects through Kustomer's social integration via Meta OAuth. Disconnect from Kustomer, then reconnect your Facebook Business page to your new platform. Your page followers and settings stay intact. Twitter/X connects via the Twitter API — 3 handles on Enterprise, 7 on Ultimate. Disconnect from Kustomer and set up the new connection. Your follower base is unaffected.

SMS (Twilio)

Kustomer uses Twilio for SMS. Go to Apps → Twilio - SMS and delete your account to disconnect. Then reconnect your Twilio SID, auth token, and phone numbers in your new platform. Only one Twilio account can be connected to a Kustomer org at a time. Note: outbound SMS in Kustomer has a 1,600 character limit (equivalent to 10 SMS segments). Your new platform may handle this differently.

Voice

If you use Kustomer's voice integration for phone support, check whether your new platform supports voice natively or through a similar integration. Kustomer's voice feature is a pay-as-you-go add-on — you're already paying per minute on top of your seat cost.

Channels Kustomer Doesn't Support

Kustomer has no native Telegram, Discord, or Zalo integration. If your customers use these platforms, switching opens new communication channels. Telegram connects via a bot token (2 minutes setup), Discord via bot token and app ID, and Zalo via OAuth — all without requiring third-party marketplace apps or additional per-message fees.

Migration order: Start with your lowest-volume channel to validate the new setup. Save WhatsApp and email for last — they carry the most customer traffic and risk. Migrate one channel at a time and verify message delivery before moving to the next.