Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from JivoChat

JivoChat's agent app is organized around a left sidebar with Contact Center, CRM, Team, Phone, Visitors, Statistics, and Manage sections. The CRM includes separate tabs for Clients, Deals, and Tasks. Moving to a new platform means adjusting to a different navigation structure and understanding how JivoChat concepts translate.

Key Concept Mapping

JivoChat concepts translate to a messaging platform like this: Contact Center (Inbox, My Dialogs, All tabs) → unified inbox with conversation list, Chat statuses → Open/Resolved/Closed, Quick Phrases (canned responses with tag shortcuts like /prices) → Quick Replies, CRM → Clients (customer database) → Customer profiles, CRM → Deals (pipeline management) → No direct equivalent (use customer tags and notes), CRM → Tasks (agent reminders) → No direct equivalent (use internal team chat), Proactive invitations → Widget popup messages, Visitor monitoring → Widget beacon tracking, Chat routing (Enterprise) → Auto-routing, Pointer (highlight website elements) → No equivalent, Telephony/video calls → No equivalent (messaging-focused platform).

Day 1: Core Navigation (30 min)

JivoChat's Contact Center sidebar maps to a unified inbox on most messaging platforms. Walk through: where all messages appear from every connected channel in one list (equivalent to JivoChat's "All" tab), how to filter by conversation status, how agent assignment works (replaces JivoChat's "Assigned agent" feature), and how to use full-text search across contacts and messages. The key difference from JivoChat: there's no separate "My Dialogs" vs "Inbox" vs "All" — everything is in one filterable list.

Day 1: Recreating Workflows (30 min)

Recreate your most-used Quick Phrases as Quick Replies — copy each phrase manually since JivoChat doesn't offer bulk export. Set up customer tags to replace JivoChat's CRM tagging system. If you used JivoChat's chat routing (Enterprise), configure auto-routing rules with your preferred strategy (round robin or load-balanced). Rebuild proactive invitation messages as auto-reply rules or widget suggested messages. If you used JivoChat's auto-responses and anti-spam settings, configure equivalent auto-reply rules.

Day 2: Features That Work Differently

JivoChat's CRM with deals pipeline has no direct equivalent on messaging-focused platforms — use customer tags, notes, and lifecycle stages to track deal progress instead. JivoChat's Pointer feature (highlighting website elements for visitors) and Typing Insight (seeing what visitors type before sending) are unique to JivoChat and won't be available. The Phone tab (dial pad, telephony, SMS) has no equivalent on messaging-only platforms. AI features work differently too — instead of JivoChat's separate AI agent add-on, expect agent-assisted AI reply suggestions that agents review before sending.

Week 1: Supervised Practice

Have agents handle real conversations with a team lead available for questions. Agents accustomed to JivoChat's desktop app (Windows/macOS) will adjust to a web-based interface. The biggest adjustments: no separate CRM section for deals tracking, no telephone dial pad, and getting used to a simpler status system (open/resolved/closed vs JivoChat's more granular statuses). Use team chat for quick internal questions during the transition period.

Most teams report the learning curve from JivoChat is 2-3 days. The biggest adjustment is for teams that relied heavily on JivoChat's built-in CRM and telephony — those workflows need alternative solutions (a standalone CRM and VoIP provider) or adaptation to a messaging-first approach.