Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

How to train your support team when switching from Acquire, including onboarding timelines and best practices.

Training Your Team After Switching from Acquire

Acquire is built around visual engagement — video calling, cobrowsing, and screen sharing alongside live chat. Moving to a messaging-first platform means your team needs to shift from visual support workflows to text-based conversation management.

Key Concept Mapping

Acquire concepts translate like this: Shortcuts → Quick Replies (canned responses triggered via shortcut keys), Departments → Routing groups or auto-routing rules, Business Rules → Auto-reply and routing configurations, Tags → Customer tags (direct equivalent), Custom Attributes → Customer profile fields, SLA Alerts → SLA policies (direct equivalent). The main shift: Acquire's unified agent view combines chat, video, and cobrowse in one workspace, while messaging platforms focus on text conversations across multiple channels.

Day 1: Core Navigation (30 min)

Walk through the unified inbox showing how messages from all channels appear in one conversation list. In Acquire, agents could switch between chat, video, and cobrowse within a single interaction. In a messaging platform, conversations are text-first with file sharing. Show status transitions, conversation assignment, and how to search across contacts and messages.

Day 1: Recreating Workflows (30 min)

Recreate your most-used Acquire Shortcuts as Quick Replies. In Acquire, Shortcuts are triggered via a configurable key (default: forward slash "/") from Settings > Conversation Settings > Shortcuts. Copy the text of each Shortcut and recreate them in your new platform. Also recreate your Business Rules routing logic — Acquire's rules use conditions based on URL, location, device type, keywords, and custom attributes.

Day 2: Adjusting Without Video and Cobrowse

This is the biggest adjustment. If your team regularly uses Acquire's 1-way or 2-way video calling, cobrowsing, or screen sharing for technical support, you'll need alternative workflows. Options include: sharing screen-recording links (Loom), initiating video calls through Zoom or Google Meet integrations, or using detailed step-by-step instructions with screenshot attachments in chat. Train agents on when to use these alternatives.

Week 1: Supervised Practice

Have agents handle real conversations with a team lead available. The transition from Acquire's visual engagement model to messaging-first support typically takes 3-5 days. Agents who relied heavily on cobrowsing and screen sharing will need the most adjustment. Use team chat for internal questions during the transition period.

Most teams find that the majority of customer issues can be resolved through messaging without video or cobrowsing. For the minority that genuinely need visual engagement, schedule brief video calls through a dedicated meeting tool rather than maintaining a $500+/month platform for that capability alone.