Migration Guide for Agencies
Converge Team
Part of the Kustomer migration guide
How agencies managing multiple clients can migrate from Kustomer to a more cost-effective platform.
Agency Migration from Kustomer
Kustomer's multi-brand feature lets agencies manage multiple clients under one organization — Enterprise supports up to 25 brands, Ultimate up to 300. Each brand gets its own knowledge base, chat widget configuration, and AI agent settings. However, per-seat pricing across all those brands adds up quickly.
Cost at Agency Scale
Kustomer's multi-brand approach consolidates agents — one agent can work across all brands under a single organization. But you're still paying per seat with an 8-seat minimum. An agency with 10 agents handling 5 client brands on Enterprise: $890/month ($10,680/year). Add AI Agents for Reps: $1,290/month ($15,480/year). With a flat-rate platform at $49/month per client account, 5 clients cost $245/month total — an 72% reduction from Kustomer Enterprise alone.
Multi-Brand vs Separate Accounts
Kustomer's multi-brand lets you run all clients from one org with shared agents, separate knowledge bases, branded chat widgets, and brand-aware AI Agents for Reps. When migrating, you have a choice: use a single workspace (if your new platform supports it) or set up each client as a separate account. Separate accounts provide stronger data isolation — each client's conversations, contacts, analytics, and channels are completely siloed. Once you create a brand in Kustomer, you cannot delete it yourself — you must contact [email protected].
Client-by-Client Migration Strategy
Migrate your smallest or most flexible client first. Set up their new account, connect their channels (website widget, WhatsApp, Messenger, email), invite their dedicated agents, and run both platforms for 1-2 weeks. Once stable, move to the next client. Export each brand's knowledge base articles using Export Buddy before migrating. This limits risk and lets your team learn the new platform on a low-stakes client before migrating larger accounts.
What Agencies Lose from Kustomer
The main loss is unified multi-brand admin: Kustomer lets you manage all clients from one admin panel with cross-brand reporting and shared agent pools. Separate accounts on other platforms mean managing each client individually. You also lose Kustomer's brand-aware AI (where one Copilot config adapts per brand) and the multi-brand knowledge base with per-brand customization. If you manage high-volume enterprise clients, evaluate whether those specific features justify Kustomer's premium pricing for those accounts.
Note: Some agencies maintain Kustomer for their largest enterprise client and switch smaller clients to flat-rate platforms. This hybrid approach reduces costs where Kustomer's multi-brand features aren't essential.
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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