Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from Groove HQ

Groove's interface is a four-panel inbox (left nav, conversation list, conversation view, customer sidebar) that looks and works like a modern email client. The transition to a conversation-based unified inbox is straightforward, but your team needs to learn where familiar features live in the new platform.

Key Concept Mapping

Groove concepts translate like this: Instant Replies → Quick Replies (pre-written responses with variables), Smart Folders → Inbox filters and status tabs, Rules → Auto-routing and auto-reply configurations, Tags → Customer tags (same concept), Notes → Internal customer notes (same concept), Snooze → Similar follow-up reminders may differ by platform, Collision Detection → Typing indicators showing when another agent is responding, Mailboxes → Channels (broader concept — not just email).

Day 1: Core Navigation (30 min)

Walk through the unified inbox view. In Groove, your team is used to separate mailbox views — in a unified inbox, messages from all channels (email, WhatsApp, Telegram, Messenger) appear together with channel indicators. Show how conversation statuses (open/resolved/closed) work compared to Groove's open/pending/closed model. Demonstrate the customer sidebar, which will feel familiar since Groove uses a similar right-panel layout.

Day 1: Feature Walkthrough (30 min)

Cover Quick Replies (replacing Instant Replies), assignment workflows, customer tags, and internal notes. If your team used Groove's Knowledge Base search within the reply editor to insert article links, show the equivalent feature in your new platform. Demonstrate AI reply suggestions — Groove charges $0.25 per AI Draft, while most modern platforms include AI at no extra cost.

Day 2: New Channels and Advanced Features (30 min)

Your team has likely only handled email and maybe live chat in Groove. Train them on the messaging channels they'll now have access to: WhatsApp's 24-hour reply window, Telegram's bot-based messaging, and Instagram DM etiquette. Cover auto-routing, SLA policies, and CSAT surveys — features that Groove only offers on Plus/Pro plans or doesn't offer at all.

Roles and Permissions

Groove uses four roles: Owner, Admin, Agent, and Lite User (read-only, Plus/Pro only). Map these to your new platform's role structure. Most platforms use Owner/Admin/Agent — your Lite Users may become regular Agents since per-seat pricing concerns no longer apply with flat-rate pricing.

Groove's clean, email-like interface means your team already understands help desk fundamentals. The main learning curve is adapting to multi-channel messaging rather than email-only workflows.