Migration Guide for SaaS Companies
Converge Team
Part of the JivoChat migration guide
SaaS-specific migration guide for moving from JivoChat, covering ticket workflows and integrations.
SaaS Company Migration from JivoChat
SaaS teams using JivoChat typically rely on the CRM for tracking customer relationships, the telephony feature for complex support calls, and the API for integrating chat events into their product. Migrating means replacing these workflows while maintaining response time commitments.
API and Webhook Considerations
JivoChat offers a Webhooks API and Chat API (Enterprise plan) for integrating with external systems. If your SaaS product uses JivoChat's API to send events, update conversations, or sync user data, these integrations need to be rebuilt against your new platform's API. Document all webhook URLs and event subscriptions configured in JivoChat's ManageIntegrations section. The widget JavaScript API (jivo_api) passes visitor data and triggers actions — replace these calls with your new platform's equivalent SDK methods.
Telephony Dependency
JivoChat's built-in telephony (Professional+, $4/mo add-on) with the Phone tab dial pad is a feature most messaging-focused platforms don't replicate. If your SaaS support team handles complex issues over voice calls alongside chat, you'll need a separate VoIP provider (Twilio, RingCentral, Aircall) to replace JivoChat's phone integration. Factor this additional cost into your migration budget — though you may still save money overall on the per-agent savings.
CRM Data Migration
SaaS teams often use JivoChat's CRM to track customer lifecycle stages through the Deals pipeline. Export your client list (CRMClientsDownload clients) and deals (CRMDealsExport deals) before switching. If the CRM is central to your sales-assisted support workflow, consider migrating deals to a standalone CRM (HubSpot, Salesforce, Pipedrive) that integrates with your new messaging platform.
Technical Support Workflows
Recreate your support tier structure with your new platform's auto-routing feature (round-robin or load-balanced). Use customer tags to categorize issues by type (bug, feature request, billing, onboarding) — replacing JivoChat's CRM tagging system. If you used JivoChat's Agent comments (internal notes visible only to agents within a conversation), your new platform's customer notes feature serves the same purpose.
SLA and Response Time Setup
JivoChat's Statistics section tracks response times and chat metrics. Your new platform should offer formal SLA policies with per-priority response and resolution targets, business-hours-aware tracking, and automatic breach notifications. Set up SLA rules early in the migration — before routing real conversations — so you have tracking from day one. This may actually be an upgrade over JivoChat, which tracks response times in analytics but doesn't enforce SLA deadlines with automated alerts.
Developer tip: If your SaaS app passes user data to the JivoChat widget using the JavaScript API's jivo_api.setContactInfo() or jivo_api.setCustomData() methods, you'll need to replace these calls with your new platform's equivalent SDK for passing visitor context to the chat widget.
Need the full migration guide?
This page covers migration guide for saas companies specifically. For the complete step-by-step migration process:
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