Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from Dixa

Dixa's "Team Hub" uses a queue-based routing model with concepts like flows, workloads, and macros. Your team will need to learn how these map to your new platform's approach.

Key Concept Mapping: Dixa → Converge

Queues in Dixa become auto-routing rules (round-robin or load-balanced assignment) in Converge. Dixa's Macros (available on Ultimate and above) become Quick Replies with variable support. Flow Builder routing logic maps to Converge's auto-routing and auto-reply configurations. Dixa's Tags map directly to Converge's customer tags with color-coding and groups. Internal Notes work the same way in both platforms. Dixa's Knowledge Base articles can inform Converge's FAQ widget entries and AI suggestion training.

Day 1: Core Navigation (30 min)

Walk through the unified inbox — Dixa users will be familiar with the concept of seeing all channels in one view. Show how conversations from WhatsApp, Telegram, Messenger, Instagram, and other channels appear in the same list. Demonstrate the customer panel (similar to Dixa's contact card) showing conversation history, contact details, tags, and notes. Cover status changes: open, resolved, and closed (Dixa uses open/pending/closed).

Day 1: Productivity Features (30 min)

Demonstrate Quick Replies (replacing Dixa's macros and templates), customer assignment (replacing queue-based routing), AI reply suggestions (replacing Dixa's Co-Pilot, which is a paid add-on), and message translation. Show the search functionality for finding contacts and messages across all channels. Cover file attachments and the storage management system.

Day 2: Admin and Automation (30 min)

Train admins on auto-routing setup (round-robin or load-balanced — simpler than Dixa's queue/flow system but effective for messaging teams). Cover SLA policies with per-priority targets, auto-reply configuration with A/B testing variants, CSAT surveys, working hours, and team chat. Dixa users accustomed to the Flow Builder will find Converge's approach more straightforward — routing rules are configured directly without a visual flow editor.

What's Different from Dixa

Dixa's agent workspace ("Team Hub") is designed around a claim-based model where agents pick up conversations from queues. Converge uses direct assignment — conversations are automatically routed to specific agents or can be manually assigned. There's no IVR, no voice, and no Flow Builder. Converge's three roles (Owner, Admin, Agent) are simpler than Dixa's custom user roles (Prime only). The trade-off: less configuration complexity, faster onboarding, and a focus on messaging rather than omnichannel voice+digital.

Most teams coming from Dixa find Converge simpler to learn because there are fewer layers of configuration. The main adjustment is moving from queue-based claim routing to direct assignment. Budget 1–2 hours total training time for agents, with an additional hour for admins.