Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from Helpshift

Helpshift uses an issue-centric model designed for gaming support, with concepts like "issues" (not tickets), in-app SDK context (device model, app version, battery level), Smart Views, and Custom Bots. Moving to a conversation-based unified inbox requires your team to shift from a mobile-app support mindset to a messaging-first approach.

Key Concept Mapping

Helpshift concepts translate like this: Issues → Conversations, Smart Views → Inbox filters and status tabs, Custom Bots → Auto-reply rules (simpler, rule-based), FAQ sections → Widget FAQ or Quick Replies, Automations → Auto-routing and auto-reply, Tags → Customer tags, Issue states (new, new-for-agent, resolved, rejected) → Conversation statuses (open, resolved, closed). The biggest difference: Helpshift automatically captures device metadata (OS version, device model, carrier, battery level, free storage) via the SDK. In a messaging-based platform, this context isn't available — agents rely on customer-provided information and conversation history instead.

Day 1: Core Navigation (30 min)

Walk through the unified inbox showing how messages from WhatsApp, Telegram, Messenger, email, and the website widget appear in one conversation list. Unlike Helpshift's dashboard where issues come primarily from the in-app SDK, your new inbox aggregates multiple external channels. Show status transitions (open → resolved → closed) and how conversation assignment works. Demonstrate the search functionality that works across contacts and messages — Helpshift's search was limited to issues within a single app.

Day 1: Replacing Helpshift Workflows (30 min)

Recreate your most-used FAQ answers as Quick Replies — these replace both Helpshift's FAQ sections and common bot responses. Set up customer tags to replace Helpshift's issue tagging system. If you used Custom Bots in Helpshift for automated triage (collecting user info, categorizing issues), configure equivalent auto-reply rules. Note: your new platform likely won't have Helpshift's visual bot builder — auto-replies are typically simpler rule-based templates rather than multi-step conversational flows.

Day 2: Features That Work Differently (30 min)

Helpshift's Language AI translates messages in 150+ languages inline. Your new platform's translation may cover fewer languages but works the same way — agents can translate incoming and outgoing messages. Helpshift's Care AI (automated issue resolution with actions like grants and refunds) won't have a direct equivalent — most platforms offer AI reply suggestions rather than autonomous resolution. Helpshift's CSAT feedback integrated into issue resolution maps to survey features that trigger on conversation close.

Week 1: Adjusting to Messaging Channels

The biggest adjustment for agents used to Helpshift is handling multiple external channels. In Helpshift, all issues came through the same SDK interface with consistent metadata. Now, WhatsApp messages include phone numbers but no device info, Telegram messages include usernames, and email threads have different formatting. Train agents to handle this variety and use customer profiles to track context across channels.

Most teams transitioning from Helpshift report a 1-2 week adjustment period. The learning curve is less about the new tool and more about adapting from a single-channel SDK model to multi-channel messaging support.