Train Your Team on the New Platform
Converge Team
Part of the Help Scout migration guide
How to train your support team when switching from Help Scout, including onboarding timelines and best practices.
Training Your Team After Switching from Help Scout
Help Scout's clean, email-centric interface means your team is used to a specific workflow. The biggest adjustment when switching to a messaging-first platform is moving from an email mindset (longer, asynchronous replies) to a chat mindset (shorter, faster exchanges across multiple channels).
Concept Mapping: Help Scout → New Platform
- Mailbox/Inbox → Unified inbox (all channels in one view instead of separate inboxes)
- Conversation → Conversation (same concept, but includes chat messages alongside emails)
- Saved Replies → Quick replies (similar templates, may support variables and attachments)
- Beacon → Chat widget (your new platform's embeddable widget)
- Docs → FAQ / Knowledge base (may be built into the widget or separate)
- Workflows → Auto-routing and auto-reply rules
- Tags → Tags or labels (typically the same concept)
- Customer Profiles → Contact profiles (similar, may include cross-channel history)
- Collision Detection → No direct equivalent on most platforms (handled differently)
- AI Drafts → AI reply suggestions (may work differently -- suggestions vs full drafts)
Day 1: Core Interface (30 minutes)
Walk through the unified inbox where all channels appear together. Help Scout separates inboxes (email inbox, chat, social) -- messaging-first platforms typically show everything in a single stream. Demonstrate how to filter by channel, status, and assignee. Show how open/resolved/closed statuses work.
Day 1: Messaging Mindset (20 minutes)
Help Scout agents are used to composing longer email replies with subjects and formatting. Messaging channels (WhatsApp, Telegram, etc.) use shorter, conversational messages without subjects. Train your team on the difference: email replies can be thorough and detailed, while chat messages should be concise and responsive. Quick replies help maintain quality in faster-paced conversations.
Day 2: Features Your Team Relied On (30 minutes)
Cover the equivalents of Help Scout features your team uses most: quick replies (replacing saved replies), auto-routing (replacing workflow-based assignment), tags and notes (usually similar), and AI features. If your team relied on collision detection, explain how the new platform handles concurrent agent access -- most messaging platforms use agent assignment rather than collision alerts.
Week 1: Supervised Practice
Have agents handle real conversations with a team lead available for questions. The biggest stumbling points from Help Scout migrations: forgetting to check non-email channels, composing overly long messages for chat contexts, and looking for Docs integration in the new widget. Most teams are fully comfortable within 3-5 business days.
What Your Team Will Gain
- ✓ All channels in one view (no switching between email inbox, chat, and social)
- ✓ Faster response workflows for real-time messaging
- ✓ Channels like Telegram and Discord that Help Scout doesn't support
What Your Team Might Miss
- • Collision detection -- Help Scout's real-time indicator when another agent is viewing the same conversation
- • Docs integration in Beacon -- articles surfaced automatically before customers start chatting
- • Help Scout's polished email composition interface with rich formatting
Need the full migration guide?
This page covers train your team on the new platform specifically. For the complete step-by-step migration process:
Read the complete Help Scout migration guide →Ready to try Converge?
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