Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from Gorgias

Gorgias uses a ticket-based model with Views, Macros, and Rules. Switching to a messaging-first platform means learning new terminology and different workflows. The biggest shift: moving from "tickets organized by Views" to "conversations organized by status and assignment."

Concept Mapping: Gorgias → Messaging Platform

Tickets become conversations — there's no separate "ticket" abstraction; you're messaging customers directly. Views (filtered ticket lists) map to filtered inbox views by channel, status, or assignment. Macros (canned responses with variables) become quick replies with template variables. Rules (if-then automation) map to auto-routing and auto-reply features. Tags carry over directly. CSAT surveys work similarly — triggered on conversation close.

Day 1: Core Navigation (30 min)

Walk through the unified inbox — show how conversations from all channels (WhatsApp, email, chat, etc.) appear in one stream, unlike Gorgias where you'd switch between Views per channel. Demonstrate status changes (open → resolved → closed) which replace Gorgias's open/pending/closed ticket states. Show the customer profile panel — it won't have the Shopify order sidebar that Gorgias provides, but it displays contact details, lifecycle stage, tags, and notes.

Day 1: Productivity Features (30 min)

Cover quick replies (Gorgias Macros equivalent), customer tags, internal notes, and conversation assignment. Show AI reply suggestions — unlike Gorgias AI Agent which charges per resolution, AI suggestions in messaging platforms are typically included. Demonstrate the search functionality for finding customers and past conversations. If your team used Gorgias keyboard shortcuts, point out the new platform's equivalents.

Day 2: Advanced Workflows (30 min)

Train on auto-routing (replaces Gorgias Rules that assign tickets to teams), SLA policies (per-priority response and resolution targets), auto-reply (replaces Gorgias Rules that send automatic responses), and CSAT surveys. The key difference: Gorgias Rules are highly configurable if-then chains; messaging platforms tend to offer fewer but simpler automation options that cover 80% of use cases.

The Shopify Sidebar Gap

Gorgias's standout feature is the Shopify order sidebar — viewing orders, processing refunds, and editing orders without leaving the helpdesk. Most messaging platforms don't replicate this. Your agents will need to keep a Shopify admin tab open alongside the messaging platform. Factor this into your training: practice the two-tab workflow for order-related conversations. This is the biggest behavior change for teams coming from Gorgias.

Training timeline: Most teams become productive within 2-3 days. The messaging interface is generally simpler than Gorgias's ticket system, but agents who relied heavily on the Shopify sidebar may need an extra day or two to adjust their workflow.