Help Scout
Help Scout is customer service platform for growing businesses. Best suited for small-medium businesses wanting a clean, email-focused helpdesk with strong knowledge base and self-service features. Known for its docs knowledge base with AI Answers for self-service resolution.
Switching from Help Scout? This guide covers everything you need: exporting data, connecting channels, setting up automations, and training your team. Most migrations take 1-3 days.
Why Teams Switch from Help Scout
Help Scout is Small-medium businesses wanting a clean, email-focused helpdesk with strong knowledge base and self-service features. However, teams often find these pain points:
- WhatsApp only available on Plus tier ($45/user/mo)
- No native Telegram, Discord, or Zalo support
- AI Answers charged per resolution ($0.75 each)
- Beacon live chat is basic compared to dedicated chat tools
What You'll Gain with Converge
Step-by-Step Migration Process
Audit Your Current Setup
Document all channels, integrations, and workflows you use in Help Scout. List active agents, custom automations, and any API connections.
Export Your Data
Export customer contacts, conversation history, and any saved templates from Help Scout. Most platforms offer CSV or JSON export options in their admin settings.
Set Up Your New Platform
Create your Converge account, invite team members, and configure company settings (working hours, timezone, roles).
Connect Your Messaging Channels
Connect WhatsApp, Telegram, Messenger, Instagram, Discord, Zalo, and email to Converge. Each channel takes 2-5 minutes to set up.
Configure Automations
Set up auto-replies, SLA policies, auto-routing rules, and quick reply templates to match your previous workflows.
Run in Parallel (Optional)
Keep Help Scout active for 1-2 weeks while your team gets comfortable with Converge. Route new conversations to Converge while finishing open tickets in Help Scout.
Decommission Help Scout
Once your team is fully on Converge, disconnect channels from Help Scout, cancel your subscription, and keep your data export as a backup.
Feature Comparison
Help Scout ConvergeCost Comparison
Migration Timeline
What You Might Miss
Help Scout has strengths that Converge approaches differently:
- Clean, intuitive interface loved by support teams
- Excellent email-focused support with collision detection
- Strong knowledge base (Docs) for self-service
Converge focuses on messaging-first support with flat pricing. If Help Scout's specific strengths are critical for your workflow, evaluate both platforms during Converge's 14-day free trial before committing.
Frequently Asked Questions
Most teams complete the migration in 1-3 business days. Setting up Converge takes about 30 minutes, connecting channels takes 2-5 minutes each, and configuring automations takes 1-2 hours. We recommend running both platforms in parallel for 1-2 weeks during the transition.
Yes. Help Scout provides data export options in their admin settings. You can typically export customer contacts, conversation history, and account data as CSV or JSON files. Check Help Scout's documentation for their specific export process.
You won't lose it -- export it before canceling Help Scout. Converge starts fresh with new conversations from your connected channels. Your Help Scout export serves as your historical archive.
Help Scout charges From $45/seat/mo per agent. A 5-person team on Help Scout costs approximately $225/month. Converge is $49/month flat for up to 15 agents, saving most teams 50-80% on support software costs.
Converge natively supports WhatsApp, Telegram, Facebook Messenger, Instagram, Zalo, Discord, Gmail, Live Chat, Twitter/X, Email. Help Scout may offer some channels that Converge doesn't (and vice versa). Converge is the only platform with native Zalo and Discord support, making it ideal for teams in Southeast Asia and community-driven businesses.
Ready to try Converge?
$49/month flat. Up to 15 agents. 14-day free trial, no credit card required.
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