Connect Your Messaging Platforms

Supported Platforms

Converge integrates with the messaging platforms your customers already use. Each platform has its own connection process, but once connected, all messages flow into your unified inbox.

Telegram

Create a bot with BotFather and paste your token. Takes 2 minutes.

WhatsApp Business

Connect via Meta Business Suite with OAuth. Includes template management.

Instagram

Connect your Business or Creator account via Facebook OAuth.

Messenger

Connect your Facebook Page to receive Messenger conversations.

Zalo OA

Connect your Official Account via OAuth. Includes ZBS template management.

Discord

Add a Discord bot to your server for community support channels.

Email

Connect any mailbox over IMAP/SMTP with an app password -- Gmail, Zoho, Outlook, or custom.

Website Widget

Embed a chat widget on your website with one line of code.

Connecting Telegram

Telegram is one of the easiest platforms to connect. You'll create a bot using Telegram's BotFather, then paste the token into Converge. The whole process takes about 2 minutes.

Step 1: Create your Telegram bot

1. 1
   Open Telegram and search for @BotFather

   BotFather is Telegram's official bot for creating and managing bots.

2. 2
   Send /newbot to start the creation process

   BotFather will ask you for a display name and username for your bot.

3. 3
   Choose a name and username

   The display name can be anything (e.g., "Acme Support"). The username must end in "bot" (e.g., "AcmeSupportBot").

4. 4
   Copy the bot token

   BotFather will send you a message with your bot token. It looks like: 123456789:ABCdefGHIjklMNO-pqrsTUVwxyz

Step 2: Connect in Converge

1. 1
   Go to Platforms and select Telegram

   Click the Platforms icon in the sidebar, then click on Telegram in the list.

2. 2
   Paste your bot token

   Enter the token from BotFather into the Bot Token field.

3. 3
   Click Enable

   Converge will verify the token and start receiving messages.

Connecting WhatsApp Business

WhatsApp Business uses Meta's official API, which means you connect through Meta Business Suite with OAuth. This ensures reliable delivery and access to advanced features like message templates.

Requirements

• WhatsApp Business account -- You need a business account, not a personal one
• Meta Business Suite access -- Admin access to your organization's Business Suite
• Verified phone number -- A phone number that can receive SMS or calls for verification

Connection process

1. 1
   Go to Platforms and select WhatsApp

   Click "Connect WhatsApp Business" to open the Meta authorization popup.

2. 2
   Log in to Meta Business Suite

   Use your Facebook account that has admin access to your business.

3. 3
   Select your WhatsApp Business account

   Choose which business and phone number to connect.

4. 4
   Grant permissions and close the popup

   The page will automatically refresh when the connection is complete.

Managing message templates

WhatsApp requires pre-approved message templates for starting conversations with customers. Once connected, you can create and manage templates directly in Converge.

Connecting Instagram & Messenger

Instagram Direct Messages and Facebook Messenger both connect through Meta's unified messaging API. The process is nearly identical -- you authenticate with Facebook and select which accounts to connect.

Instagram requirements

• Instagram Business or Creator account -- Personal accounts cannot connect
• Connected to a Facebook Page -- Your Instagram account must be linked to a Page
• Admin access to the Facebook Page -- You need to be able to grant permissions

Connection steps

1. 1
   Go to Platforms and select Instagram (or Messenger)

   Click "Connect" to open the Facebook authorization popup.

2. 2
   Log in to Facebook

   Use the account that has admin access to your Page.

3. 3
   Select your Page and Instagram account

   Choose which accounts to connect to Converge.

4. 4
   Grant all requested permissions

   These permissions allow Converge to receive and send messages on your behalf.

Connecting Zalo OA

Zalo Official Account (OA) connects via OAuth and includes support for ZBS (Zalo Business Service) message templates, similar to WhatsApp templates.

Requirements

• Zalo Official Account (OA) -- Create one at oa.zalo.me
• Admin access to the OA -- You need permissions to authorize third-party apps

Connection steps

1. 1
   Go to Platforms and select Zalo OA

   Click "Connect Zalo Official Account" to open the Zalo authorization popup.

2. 2
   Log in and authorize

   Select your OA and grant the required permissions.

3. 3
   Close the popup

   The page will automatically reload once the connection is complete.

Connecting Discord

Discord integration uses a bot that joins your server and routes DMs to your Converge inbox. You'll need to create a bot in the Discord Developer Portal.

Setup steps

1. 1
   Create a Discord application

   Go to the Discord Developer Portal, create a new application, and navigate to the Bot section.

2. 2
   Copy the Application ID and Bot Token

   You'll find the Application ID on the application's main page, and the Bot Token under the Bot section.

3. 3
   Enter credentials in Converge

   Go to Platforms, select Discord, paste both the Application ID and Bot Token, then click Enable.

4. 4
   Invite the bot to your server

   Use the invite link shown on the settings page to add the bot to your Discord server.

Connecting Email

Connect your own mailbox -- like support@yourdomain.com -- over IMAP and SMTP using your own credentials. Converge reads incoming mail over IMAP and sends agent replies over SMTP, so your existing address keeps working while every message lands in your unified inbox. There are no DNS records to edit and no domain verification to wait on.

Setup steps

1. 1
   Pick your provider

   Click the Platforms icon in the sidebar, select Email, then choose a provider from the dropdown: Gmail / Google Workspace, Zoho Mail, Outlook / Microsoft 365, or Other (custom IMAP/SMTP). The three named presets fill in the correct IMAP and SMTP host and port for you.

2. 2
   Enter your email address

   Type the mailbox you want to connect, e.g., support@yourdomain.com.

3. 3
   Enter your password

   For Gmail / Google Workspace and Outlook / Microsoft 365 this must be an App Password, not your normal account password -- the form switches the label to "App Password" and links to where you generate one. Zoho and custom mailboxes use your regular mailbox password (or an app-specific password if your host requires one).

4. 4
   Add custom server details if needed

   Only for "Other (custom IMAP/SMTP)": enter your IMAP host and port and SMTP host and port. For the three presets, the hosts are used automatically -- open the Advanced section if you want to see which ones.

5. 5
   Click Test & Connect

   Converge verifies both the IMAP and SMTP connections with your credentials and only enables the channel if both succeed. If something is wrong -- a bad password or a blocked port -- an inline error tells you exactly what failed.

Installing the Website Widget

The Converge widget adds a chat bubble to your website, letting visitors start conversations without leaving your page. Installation requires adding one line of code.

Setup process

1. 1
   Go to Platforms and select Widget

   Click on "Widget" in the platforms list.

2. 2
   Enter your website domain

   Type your domain without https:// or paths. Example: example.com

3. 3
   Click Enable

   Converge will generate a unique API key for your widget.

4. 4
   Copy the script tag

   Click the copy button to copy the embed code to your clipboard.

5. 5
   Add to your website

   Paste the script tag into your website's HTML, preferably in the <head> section.

Understanding Activity Logs

Every platform shows real-time activity logs on the right side of the settings panel. These logs help you monitor connection status, track messages, and troubleshoot issues.

Log types

Logs update in real-time as events happen. If you see errors, they usually include details about what went wrong and how to fix it.

Best Practices