Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from Freshchat

Freshchat and Converge share the same core concept — a unified inbox for multi-channel messaging — but use different terminology and organize features differently.

Concept Mapping: Freshchat → Converge

Freshchat's Topics (channels/categories for routing) don't have a direct equivalent in Converge — conversations are organized by platform channel and tags instead. Freshchat's Groups (agent teams) map to Converge's employee management with role-based access (Owner, Admin, Agent). Freshchat's IntelliAssign maps to Converge's auto-routing (round-robin or load-balanced). Freshchat's Canned Responses are called Quick Replies in Converge, with added support for reply variables.

Day 1: Core Workflow (30 minutes)

Walk your team through the unified inbox. Show how messages from WhatsApp, Messenger, email, and the widget all appear in one list. Demonstrate conversation status changes (open → resolved → closed), customer assignment, and how to use the search bar to find contacts and messages. The layout will feel familiar since both platforms use a left-sidebar conversation list with a main chat area.

Day 1: Productivity Features (30 minutes)

Show Quick Replies (your recreated canned responses) and how to trigger them. Demonstrate AI reply suggestions — Converge generates context-aware responses when you open a customer chat, with configurable tone (professional, friendly, or casual). Cover customer tags for categorization, internal notes for team collaboration, and the customer profile sidebar.

Day 2: Admin Features (30 minutes)

For admins and leads: set up auto-routing rules, configure SLA policies with per-priority targets, create auto-reply templates with A/B testing variants, and set up CSAT surveys. These features parallel Freshchat's but are configured differently — Converge uses a simpler settings panel rather than Freshchat's multi-level admin navigation.

Key Differences to Highlight

Converge doesn't have Freshchat's campaign/proactive messaging feature — it focuses on inbound support. There's no equivalent to Freddy AI Agent (customer-facing chatbot), but the widget includes a built-in FAQ/Q&A for self-service. Team chat is built into Converge for internal communication, replacing the need for a separate channel. File attachments, typing indicators, and read receipts work across all channels.