Migration Guide for Agencies
Converge Team
Part of the Kayako migration guide
How agencies managing multiple clients can migrate from Kayako to a more cost-effective platform.
Agency Migration from Kayako
Agencies managing support for multiple clients face a new cost problem under Kayako's 2026 model. Per-seat fees are gone, but each client account still incurs a quote-only platform fee plus $1 per Kay-resolved ticket — multiplied across every client workspace.
Cost Multiplication Problem
An agency managing 3 clients, each with 200 Kay-resolved tickets/month, pays $600/month in resolution fees alone — before whatever Kayako quotes for platform access per client account. With flat-rate pricing per company account, each client gets their own workspace at a fixed cost regardless of agent count or ticket volume — transforming support tooling from a scaling liability into a predictable line item.
Client-by-Client Migration
Migrate one client at a time to minimize risk. For each client: set up a separate company account in your new platform, connect their specific channels (email, WhatsApp, Messenger, etc.), recreate their canned responses and routing rules, and invite the assigned agents. Test with a low-volume client first before migrating your largest accounts.
Channel Diversity Across Clients
Different clients need different channels — one might rely on WhatsApp, another on Instagram DMs, a third on Telegram. Kayako's limitation to email and live chat forces agencies to either decline messaging-channel support or cobble together third-party integrations per client. A platform with native multi-channel support lets you offer WhatsApp, Telegram, Messenger, Instagram, Discord, and Zalo support to any client without additional tooling.
Knowledge Base Per Client
If you used Kayako's knowledge base feature for client-facing help centers, each client's FAQ content needs to be migrated separately. Export articles via the API, then recreate them in each client's new platform instance. Prioritize frequently-viewed articles and consider using chat widget FAQ features instead of a full help center for smaller clients.
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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