Migrate All Messaging Channels
Converge Team
Part of the LiveAgent migration guide
Complete guide to migrating all your messaging channels (WhatsApp, Telegram, Messenger, etc.) from LiveAgent.
Migrating All Channels from LiveAgent
LiveAgent supports email, live chat, phone/call center, Facebook, Twitter, Instagram, WhatsApp, Viber, and Messenger as core channels. Telegram integration is a recent addition. LiveAgent does not natively support Discord or Zalo. Here's how to migrate each channel type.
Social Channels (Facebook, Instagram, Messenger)
These channels connect through Facebook/Meta OAuth in LiveAgent's Configuration → System → Plugins area. Disconnect by removing the integration from LiveAgent's configuration, then revoke LiveAgent's access in your Meta Business Settings → Business Integrations. Connect to your new platform using the same Facebook Pages and Instagram Business accounts. Your page followers, conversation history on Meta's side, and business verification all carry over — they're tied to your Meta account, not LiveAgent.
WhatsApp and Viber
WhatsApp in LiveAgent requires the Large Business plan ($49/agent/mo) and connects via Twilio or 360dialog BSPs. See the WhatsApp migration guide for detailed steps. Viber integration also requires the Large Business tier and connects through LiveAgent's built-in Viber integration. To migrate Viber: disconnect in LiveAgent's configuration, then set up the Viber bot webhook to point to your new platform using the same bot token from the Viber Admin Panel.
Phone/Call Center
If you use LiveAgent's built-in call center (Medium Business plan and above), this is the channel that doesn't have a direct equivalent in messaging-focused platforms. Document your IVR trees, call routing rules, and any VoIP provider configurations. If phone support is critical to your operations, you may need to keep a separate VoIP solution or evaluate whether your customer base can shift to messaging channels. Note your phone numbers and VoIP provider account details for continuity.
Live Chat Widget
LiveAgent's chat widget is embedded via a JavaScript snippet in your website. To switch: remove LiveAgent's chat widget code from your site, then install your new platform's widget code. LiveAgent's widget supports proactive chat invitations and pre-chat forms — note these configurations so you can replicate the behavior. The changeover is instant once you swap the script tags. If you're using LiveAgent's chat on multiple domains, update each site.
Channels You'll Gain and Lose
Moving to a messaging-focused platform, you'll gain native support for channels LiveAgent doesn't cover — like Discord, Zalo, and Telegram (if LiveAgent hasn't fully rolled out their Telegram integration yet). You'll lose LiveAgent's built-in call center, Twitter integration, and contact form builder. Evaluate which channels your customers actually use most heavily before deciding on the migration timeline.
Migration Order
Start with your lowest-traffic channel to test the connection and verify everything works. Then migrate channels one by one, ending with your highest-volume channel. Keep LiveAgent active during the transition — most platforms allow you to run both in parallel for 1-2 weeks while your team adjusts.
Note: LiveAgent's social media channel integrations (WhatsApp, Instagram, Viber) are only available on the Large Business plan ($49/agent/mo) and above. If you're on a lower tier, you may not have social channels to migrate — in which case, your new platform gives you immediate access to messaging channels you couldn't use before.
Need the full migration guide?
This page covers migrate all messaging channels specifically. For the complete step-by-step migration process:
Read the complete LiveAgent migration guide →Ready to try Converge?
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