Migrate All Messaging Channels

Converge Team

• Updated March 12, 2026

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

Migrating All Channels from Zendesk

Zendesk natively supports email, web widget (Zendesk Web Widget), WhatsApp, Facebook Messenger, Instagram DMs, X (Twitter) DMs, WeChat, LINE, and SMS (via Zendesk Text). It does not natively support Telegram, Discord, or Zalo.

Web Widget

Zendesk's Web Widget is embedded via a JavaScript snippet in your website's HTML (or through CMS integrations). To migrate, remove the Zendesk widget snippet from your site and replace it with your new platform's chat widget code. If you used the Zendesk Shopify, WordPress, or other CMS integrations, uninstall the Zendesk app and install the new platform's equivalent.

Social Channels (Messenger, Instagram, X)

Facebook Messenger and Instagram connect via your Facebook Business page through Meta OAuth. Disconnect from Zendesk under Admin Center > Channels > Messaging, then reconnect the same Facebook page to your new platform. X (Twitter) DMs connect via the Twitter/X API — disconnect from Zendesk, then set up the connection in your new platform. Your followers and page settings remain intact.

SMS (Zendesk Text)

Zendesk Text provides SMS/MMS support through Twilio-powered phone numbers. If you're using a Zendesk-provisioned number, check whether the number can be ported out. If you brought your own Twilio number, you can reconnect it to a different platform directly through your Twilio account.

WeChat and LINE

If you use WeChat or LINE through Zendesk's Sunshine Conversations, check whether your new platform supports these channels natively. Disconnect from Zendesk's messaging settings and reconnect using the official account credentials from each platform's developer console.

Channels Zendesk Doesn't Support

Zendesk has no native integration for Telegram, Discord, or Zalo. If your customers use these platforms, switching to a platform with native support opens new communication channels. Telegram connects via a bot token (2 minutes to set up), Discord via a bot token and app ID, and Zalo via OAuth — all without requiring third-party marketplace apps.

Migration order: Start with your lowest-volume channel to validate the setup, then work up to your highest-traffic channels. Migrate email and WhatsApp last since they carry the most risk if something goes wrong.