Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from Kayako

Kayako uses a conversation-based model with a dedicated agent area accessed at /agent on your Kayako URL. The interface centers on an inbox view with custom conversation views in the sidebar, a universal search bar, and department-based routing. The transition to a modern unified inbox is relatively smooth since both models are conversation-centric.

Key Concept Mapping

Kayako concepts translate like this: Conversations/Cases → Conversations, Departments → Routing groups or auto-routing rules, Conversation Views → Inbox filters and status tabs, Automations → Auto-reply rules, Macros/Canned Responses → Quick Replies, Organizations → Customer profiles with company data, Knowledge Base Articles → FAQ content in chat widget. The main shift: Kayako separates the agent area from the admin panel, while unified inbox platforms combine conversation handling and settings in a single interface.

Day 1: Core Navigation (30 min)

Walk through the unified inbox showing how all messages appear in one conversation list — a familiar concept for Kayako users since they already use an inbox view. Highlight the key difference: instead of only email and chat, the inbox now shows messages from WhatsApp, Telegram, Messenger, Instagram, Discord, and more. Demonstrate conversation status changes (open → resolved → closed) and how assignment works.

Day 1: Recreating Workflows (30 min)

Recreate your most-used Kayako canned responses as Quick Replies. If you used Kayako's automation rules for assignment (e.g., "assign conversations from department X to team Y"), set up equivalent auto-routing rules. Kayako's conversation views (filtered lists in the sidebar) are replaced by inbox filters — show agents how to filter by status, assignment, and tags.

Day 2: Features That Work Differently

Kayako's collaborator roles (users who can view but not respond to conversations) don't exist in flat-rate platforms since all agents have full access. Kayako's SLA tracking has a direct equivalent in most modern platforms. Kayako's customer portal (where customers log in to view their conversation history) is replaced by the chat widget's persistent session — customers don't need a separate login.

Week 1: Guided Practice

Have agents handle real conversations with a team lead available for questions. The adjustment from Kayako's agent area to a messaging-focused inbox is typically 2-3 days since both are conversation-based. The biggest change is handling multiple channel types (WhatsApp, Telegram, etc.) that agents may not have used before — provide channel-specific tips (e.g., WhatsApp's 24-hour reply window).

Since Kayako already uses a conversation model rather than a strict ticket model, most agents find the transition to a unified inbox natural. The learning curve is primarily about learning new channel types, not a fundamentally different workflow.