Migration Guide for Agencies
Converge Team
Part of the Hiver migration guide
How agencies managing multiple clients can migrate from Hiver to a more cost-effective platform.
Agency Migration from Hiver
Agencies managing support for multiple clients on Hiver face per-seat costs that multiply across every client engagement. Since Hiver operates as a Gmail extension, each client typically requires its own Google Workspace account with Hiver seats — making costs scale linearly with both clients and agents.
Per-Seat Cost Multiplication
Hiver charges per user across all shared mailboxes. An agency with 10 agents managing support for 5 clients pays for 10 seats regardless of how work is distributed. On Growth: $250/month. On Pro (needed for WhatsApp, SLAs, and premium integrations like Salesforce): $650/month. On Elite (needed for skill-based routing and custom roles): $1,050/month. If different clients require agents on different Hiver accounts (separate Google Workspace domains), you're paying per seat per account — costs compound further.
Google Workspace Dependency
Hiver's Gmail-native model means each client's shared mailbox must be a Gmail or Google Workspace account. For agencies, this creates a structural dependency: your team needs access to each client's Google Workspace, or you need to manage client email accounts under your own domain. Switching to a standalone platform removes this dependency — agents don't need Gmail access, and each client can be set up as a separate company with its own channels and team members regardless of their email provider.
Client-by-Client Migration Strategy
Migrate one client at a time to minimize risk. Start with your lowest-volume client. For each client: export their Hiver conversation data (via API) and contact reports, set up a new workspace on your target platform, connect their email (Gmail service account or custom domain), install the new chat widget if applicable, and connect messaging channels (WhatsApp, Telegram, Messenger). Recreate their Templates as Quick Replies and configure routing rules. Keep Hiver active for that client for 1–2 weeks before decommissioning.
Gaining Channels for Clients
Most agencies can't offer clients Telegram, Discord, or Instagram support through Hiver because these channels aren't supported. By switching to a multi-channel platform, agencies can expand their service offering: manage WhatsApp inquiries for retail clients, handle Discord community support for tech clients, and respond to Instagram DMs for e-commerce brands. Each new channel becomes a potential upsell to existing clients.
Cost Impact for Agencies
An agency with 10 agents on Hiver Pro: $650/month ($7,800/year). The same agency using a $49/month-per-company flat-rate platform across 5 client companies: $245/month ($2,940/year) — saving $4,860/year. With 15 agents on Hiver Pro, costs jump to $975/month ($11,700/year) — the flat-rate savings grow to $8,760/year. The per-seat model means every new agent hire directly increases your Hiver bill, while flat-rate pricing keeps costs predictable as your agency scales.
Note: Hiver's pricing FAQ mentions that seat downgrades aren't available mid-term — only at renewal. If your agency's agent count fluctuates seasonally (e.g., more agents during holiday support for retail clients), you're locked into the higher seat count until your billing cycle renews. Flat-rate per-company pricing eliminates this lock-in entirely.
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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