Migration Guide for Agencies
Converge Team
Part of the Help Scout migration guide
How agencies managing multiple clients can migrate from Help Scout to a more cost-effective platform.
Agency Migration from Help Scout
Help Scout supports agencies through multiple shared inboxes per account, separate Docs knowledge base sites per client, and the Teams feature (Plus/Pro plans) for grouping agents by client. Per-seat pricing across multiple client accounts is where costs escalate.
How Agencies Use Help Scout
The typical agency setup on Help Scout: one account with multiple inboxes ([email protected], client-a@, client-b@), separate Docs sites per client for custom knowledge bases, and the Teams feature to assign specific agents to specific clients. Some agencies run separate Help Scout accounts per client, which multiplies per-seat costs across every account.
The Agency Cost Problem
Help Scout's per-seat pricing creates compounding costs for agencies:
- Single account, 10 agents on Plus: $450/month -- fine if all clients share one Help Scout account
- 5 separate client accounts, 3 agents each on Plus: $675/month ($135 × 5) -- and each agent needs seats in every client account they support
- Agents working across clients: The same agent needs a paid seat in each Help Scout account they access, multiplying costs per person
The Teams feature (Plus/Pro only) helps with single-account setups but doesn't solve multi-account cost multiplication.
Migration Strategy for Agencies
Migrate one client at a time to minimize risk. For each client:
1. Export their Help Scout data (reporting exports + API for conversations)
2. Set up a new company/workspace on the target platform
3. Connect the client's channels (email, WhatsApp, social)
4. Recreate the client's saved replies and workflows
5. Move agents over and verify everything works
6. Remove the client from Help Scout
Start with your smallest or newest client to establish a repeatable process before migrating larger accounts.
What Agencies Should Evaluate in a New Platform
Key agency requirements to verify before switching:
• Multi-company support -- Can you create separate workspaces per client with isolated data?
• Agent flexibility -- Can agents access multiple client workspaces without paying per-workspace fees?
• Channel coverage -- Do all clients' channels (WhatsApp, Messenger, Instagram, email) come included?
• Pricing model -- Flat-rate per workspace vs per-seat across all workspaces
• Branding -- Can you white-label or customize the widget per client?
Docs Knowledge Base Migration
If you maintain separate Help Scout Docs sites per client, export each site's articles via the Docs API. Most agencies have 10-50 articles per client -- small enough to migrate manually if API scripting isn't feasible. Keep the Docs sites accessible on Help Scout's Free plan during transition so clients aren't without self-service support.
Agencies managing 3+ clients should calculate their total Help Scout spend across all accounts and seats, then compare against platforms offering flat-rate pricing per workspace. The savings often fund the migration effort within the first month.
Need the full migration guide?
This page covers migration guide for agencies specifically. For the complete step-by-step migration process:
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