Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from Gladly

Gladly uses a "people-centered" model — no ticket numbers, no ticket queues. Instead, agents see a unified customer timeline with all interactions across every channel in a single view. The biggest adjustment when switching from Gladly is moving from this people-centric model to a conversation-based inbox, and losing the voice channel integration.

Key Concept Mapping

Gladly concepts translate like this: Customer Profile (unified timeline) → Customer profile with conversation history. Contacts (individual interactions) → Conversations. Entry Points (channel addresses) → Connected channels. Inboxes (team queues) → Routing groups / assignment. Rules (automation engine) → Auto-reply rules, auto-routing. "My Customers" list (assigned work) → Inbox with assigned conversations. Topics (categorization) → Tags. The biggest shift: Gladly shows one lifelong conversation per customer across all channels. Most other platforms organize by individual conversations.

Day 1: Core Navigation (30 min)

Walk through the unified inbox showing how messages from all connected channels appear in a single conversation list. In Gladly, agents used the "My Customers" list as their primary workspace. Show the equivalent — how conversations are assigned, how to filter by status (open/resolved/closed), and how to switch between customers. Demonstrate that typing indicators and real-time updates work similarly to Gladly's messaging interface.

Day 1: Recreating Workflows (30 min)

Show agents how quick replies replace Gladly's canned responses. Demonstrate customer tags as the replacement for Gladly's Topics. Walk through auto-routing configuration and explain how assignment works (round-robin or load-balanced) compared to Gladly's Inbox routing with priority queues. If agents used Gladly's Coaching Dashboard for performance insights, show where equivalent analytics live in your new platform.

Day 2: Features That Work Differently

Gladly's voice channel (phone calls, IVR, warm transfers) doesn't exist in messaging-focused platforms. If your team handles calls, you'll need a separate voice solution. Gladly's Sidekick AI (autonomous resolution, AI authoring, AI summaries) may have different AI equivalents — demonstrate what AI features your new platform offers. Gladly's payment processing within conversations (collecting payments during chat) also doesn't have a direct equivalent in most platforms.

Week 1: Supervised Practice

Have agents handle real conversations with a team lead available. The adjustment from Gladly's people-centered timeline (where all interactions are one continuous thread per customer) to individual conversations takes a few days. Use team chat for quick internal support questions during the transition. Schedule a brief check-in at the end of week 1 to address recurring confusion points.

Teams switching from Gladly typically adapt in 1-2 weeks. The main hurdle is the mental shift from "one lifelong conversation per customer" to individual conversation threads — and accepting the loss of voice channel integration if your new platform doesn't include telephony.