Migrate All Messaging Channels

Converge Team

• Updated March 12, 2026

Part of the Zendesk Chat migration guide

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

Migrating All Channels from Zendesk Chat

Zendesk Chat is a web-only live chat product. It supports a single channel: your website chat widget. It does not natively support WhatsApp, Telegram, Discord, Zalo, Messenger, or Instagram DMs. Those social channels are only available through Zendesk Suite, which is a separate (and more expensive) product.

Replacing the Zendesk Chat Widget

The Zendesk Chat widget is embedded on your website via a JavaScript snippet — either the legacy zopim script or the newer zE() Web Widget snippet. To migrate, remove the Zendesk script tag from your website's HTML, theme files, or CMS integration. If you installed it via a Shopify app, WordPress plugin, or other CMS extension, uninstall that extension. Then add your new platform's chat widget script in its place. The swap takes 5-10 minutes per website.

If You're on Zendesk Suite (Social Channels)

Zendesk Suite adds social messaging channels including Facebook Messenger, Instagram DMs, WhatsApp, X (Twitter) DMs, WeChat, and LINE. If you're using any of these, disconnect them from Admin Center > Channels > Messaging before connecting to your new platform. Messenger and Instagram reconnect via Meta OAuth using the same Facebook Business page. WhatsApp reconnects via your Meta Business Manager account.

Channels Zendesk Chat Doesn't Support

Neither Zendesk Chat nor Zendesk Suite natively supports Telegram, Discord, or Zalo. These require third-party marketplace apps with separate subscriptions. Moving to a platform with native support for these channels opens new communication pathways. Telegram connects via a bot token (2 minutes), Discord via bot token and app ID, and Zalo via OAuth — all without third-party middleware.

Widget Customizations to Recreate

Before removing the Zendesk widget, document your customization settings: brand colors, welcome messages, pre-chat form fields (name, email, phone requirements), department selection, operating hours display, and any custom CSS. Screenshot these from your Chat dashboard settings so you can replicate them on your new widget. Also note any proactive chat triggers — these are visitor-behavior-based rules that pop open the chat widget automatically.

Migration Order

If you're only using Zendesk Chat (website widget), there's just one channel to migrate — make the widget swap and you're done. If you're on Zendesk Suite with multiple channels, migrate one at a time starting with your lowest-volume channel. Test each connection before moving to the next. Save your highest-traffic channel (usually the website widget or WhatsApp) for last.

Key advantage of switching: Zendesk Chat limits you to web chat. A unified inbox platform lets you manage website chat, WhatsApp, Telegram, Messenger, Instagram, Discord, Zalo, and email — all from one interface, without needing separate tools or marketplace apps for each channel.