Migration Guide for Agencies
Converge Team
Part of the LiveAgent migration guide
How agencies managing multiple clients can migrate from LiveAgent to a more cost-effective platform.
Agency Migration from LiveAgent
LiveAgent's multi-brand support uses departments, separate knowledge bases, and custom branding per client — but every agent seat is billed per-agent per month, and that cost multiplies across client accounts. Agencies managing 5-10 clients with 3-5 agents per client can see LiveAgent bills exceeding $1,000/month quickly.
How Agencies Use LiveAgent
LiveAgent's agency setup typically works like this: one LiveAgent account with departments configured per client, each with its own email addresses, chat widgets, and routing rules. The Multi Knowledge Base feature (Large Business tier) lets you create separate customer portals per client with unique branding. Agents are assigned to specific departments to see only relevant client tickets. The Companies feature groups contacts by client organization. Before migrating, document: your department structure per client, which agents serve which clients, per-client chat widget configurations, and any automation rules that are client-specific.
The Per-Agent Billing Problem for Agencies
Every agent who needs access to client departments costs $49/agent/month on the Large Business plan (which you need for social media channels). If you have 10 agents across all client accounts, that's $490/month. If an agent serves multiple clients, they still count as one seat — but if you need separate LiveAgent accounts per client (for data isolation), each account bills agents independently. An agency with 3 client accounts × 3 agents each = 9 agent seats = $441/month. A flat-rate platform at $49/month per company account means the same setup costs $147/month total (3 accounts × $49).
Client-by-Client Migration Strategy
Don't migrate all clients simultaneously. Pick your smallest or least active client first as a pilot. Step 1: Set up a new platform account for that client. Step 2: Export the client's contacts from LiveAgent (filter by department/company group). Step 3: Connect the client's messaging channels to the new platform. Step 4: Move agents assigned to that client. Step 5: Run parallel for 1 week, then decommission the client's department in LiveAgent. Repeat for each client. This approach lets you learn from each migration and refine the process before touching high-value accounts.
Multi-Channel Per Client
Agencies often manage multiple messaging channels per client: Client A's WhatsApp + Instagram, Client B's Messenger + email, Client C's Telegram + website chat. On LiveAgent, each of these social channels requires the Large Business tier. On a flat-rate platform, each client account gets all channels included — WhatsApp, Telegram, Messenger, Instagram, Discord, Zalo, email — without tier gating or per-channel fees. This simplifies client onboarding since you don't need to evaluate which tier each client requires.
What Agencies Lose and Gain
You'll lose: LiveAgent's built-in call center (if you use phone support for clients), the Multi Knowledge Base feature for per-client help portals, and LiveAgent's 150+ native integrations. You'll gain: Dramatically lower per-client costs, native support for channels LiveAgent doesn't offer (Discord, Zalo), simpler per-client account setup without department configuration complexity, and a faster onboarding experience for new client accounts — important when agencies win new business and need to provision support infrastructure quickly.
Agency tip: When presenting the platform switch to clients, emphasize channel coverage and response times rather than the platform name. Most clients care about support quality and cost — not which help desk their agency uses behind the scenes. The per-client cost savings can be passed through to clients or kept as improved agency margins.
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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