Train Your Team on the New Platform
Converge Team
Part of the Chatwoot migration guide
How to train your support team when switching from Chatwoot, including onboarding timelines and best practices.
Training Your Team After Switching from Chatwoot
If your team knows Chatwoot, they'll find most concepts familiar in other platforms — conversations, assignments, labels, canned responses. The main differences are in terminology and where features live in the UI.
Concept Mapping: Chatwoot → Converge
Conversations → Conversations (same concept)
Labels → Tags (color-coded, with tag groups)
Canned Responses → Quick Replies (with variable support and attachments)
Teams (Business+ plan) → Employee roles (Owner/Admin/Agent)
Contact Notes → Customer Notes
Custom Attributes → Customer profile fields
Automation Rules → Auto-routing and Auto-reply systems
CSAT → CSAT Surveys (agent-triggered on status change)
Day 1: Core Navigation (30 min)
Walk through the unified inbox, where all channels appear in one list (unlike Chatwoot's per-inbox view). Show the customer list, conversation status changes (open/resolved/closed), and the full-text search across contacts and messages. Agents who used Chatwoot's command bar (⌘+K) will find similar keyboard-driven navigation.
Day 1: Key Productivity Features (30 min)
Demonstrate quick replies (the equivalent of canned responses), customer tags, notes, and conversation assignment. Show the AI reply suggestions feature — Chatwoot users on paid plans may have used Captain AI's reply suggestions, and Converge includes this at no extra cost.
Day 2: Advanced Features (30 min)
Cover auto-routing (round-robin or load-balanced assignment), SLA policies, CSAT surveys, working hours configuration, and team chat. If your team used Chatwoot's automation rules, show how auto-reply variants and auto-routing rules achieve similar workflows.
What's Different from Chatwoot
Converge uses a single unified inbox rather than Chatwoot's per-inbox separation. There's no built-in help center or knowledge base — Converge focuses on the chat widget's FAQ section instead. The private notes feature works similarly, but Converge adds employee-attributed edit history. The biggest shift is flat pricing: no more tracking agent seat counts or worrying about tier limits on automation.
Week 1: Guided Practice and Troubleshooting
Have agents handle real conversations in the new platform with a team lead available for questions. Use team chat for quick internal support during the transition. Common stumbling points for Chatwoot users: finding the search function (Converge uses full-text search across contacts and messages), adjusting to the flat inbox view instead of switching between per-channel inboxes, and learning the tag system instead of Chatwoot's label-based organization.
Keyboard Shortcuts and Efficiency
Chatwoot users who relied on keyboard shortcuts and the command bar (⌘+K) for fast navigation should explore the new platform's shortcuts early. Agents who used Chatwoot's shortcode system for canned responses (e.g., typing /greeting to insert a template) will find a similar workflow with Quick Replies. Investing 10 minutes learning shortcuts on day one saves hours of mouse-clicking later.
Need the full migration guide?
This page covers train your team on the new platform specifically. For the complete step-by-step migration process:
Read the complete Chatwoot migration guide →Ready to try Converge?
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