Migration Guide for Agencies
Converge Team
Part of the LiveChat migration guide
How agencies managing multiple clients can migrate from LiveChat to a more cost-effective platform.
Agency Migration from LiveChat
Agencies managing multiple clients face compounding per-agent costs with LiveChat. Each client typically needs its own LiveChat license, and every agent across all clients adds to the bill. Migrating requires a client-by-client approach to minimize disruption.
The Agency Cost Problem
LiveChat supports multiple websites on a single license using agent groups, but agencies managing separate client brands typically need separate accounts for data isolation and branding. At $49/agent/month (Team plan), an agency with 3 clients and 5 agents each pays $735/month (15 agents × $49). Scaling to 5 clients with 5 agents each = $1,225/month. This per-agent model makes it expensive to assign dedicated agents to smaller clients.
LiveChat's Multi-Site Setup
LiveChat allows placing the widget on multiple websites from one license, using agent groups to separate conversations by client. Agents can be assigned to specific groups (clients) and see only those conversations. The widget can be customized per group with different logos and colors. However, this shared-license approach means all clients share one analytics dashboard, one set of reports, and one billing account — which limits the reporting you can provide to individual clients.
Client-by-Client Migration Strategy
Don't migrate all clients at once. Start with your smallest or lowest-volume client to validate the new platform's workflow. Set up the client as a separate account on your new platform, connect their channels, recreate their canned responses and routing rules, then switch their widget. Once the team is comfortable, move the next client. This staged approach lets you refine the migration process with each client.
Per-Client Channel Configuration
For each client, document their connected channels: which Facebook Page, WhatsApp number, Instagram account, and widget configuration they use. Each client's channels need to be disconnected from LiveChat and reconnected to the new platform individually. WhatsApp migrations (via 360dialog) require the most lead time — start these first for clients who use WhatsApp.
Reporting for Clients
Before migrating each client, export their historical reports from LiveChat (ReportsGenerate Report with the appropriate group filter). This gives you baseline metrics to share with clients and to benchmark against post-migration. If you used LiveChat's chat satisfaction reports, goals, or sales tracker for client reporting, ensure your new platform provides equivalent metrics — or plan to adjust your client reporting templates.
Agency tip: Negotiate your migration timeline with clients. Let them know about the switch in advance, explain the brief transition period, and offer them a summary of what's changing (new widget appearance, same response quality). Transparency builds trust during platform changes.
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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