Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from LiveChat

LiveChat and most modern support platforms share core concepts (conversations, customers, canned responses), but the terminology and UI layout differ. Here's a mapping of LiveChat concepts to help your team transition smoothly.

Concept Mapping: LiveChat → New Platform

Archives in LiveChat → Conversation history on most platforms. LiveChat stores closed chats in a separate Archives section; other platforms typically keep all conversations in one unified view with status filters.

Agent Groups → Teams or departments. LiveChat uses groups to organize agents and route chats; your new platform may use a different routing mechanism (round-robin, load-balanced, etc.).

Canned Responses → Quick Replies or macros. These are reusable message templates. Copy them from LiveChat (Settings → Canned Responses) and recreate them on your new platform.

Campaigns (automated greetings) → Auto-reply rules or proactive messages. LiveChat's campaigns trigger greetings based on visitor behavior; map these to your new platform's equivalent automation.

Tags → Tags or labels. Most platforms have a similar concept. Note that LiveChat's chat tagging requires the Team plan or higher.

Day 1: Core Interface (30 minutes)

Walk the team through the main sections: conversation list, customer profiles, and how messages from all channels appear in one unified view. In LiveChat, agents switch between Chats, Archives, Customers, and Tickets sections. Most modern platforms consolidate these into a single inbox view. Show how to filter by channel, status, and assignment.

Day 1: Daily Workflows (30 minutes)

Cover sending messages, using quick replies (replacing canned responses), assigning conversations, changing conversation status, and using internal notes. If your team used LiveChat's chat transfers, show the equivalent assignment or transfer feature. Demonstrate file sharing and how attachments work across different channels.

Day 2: Advanced Features (30 minutes)

Train on automation features: auto-routing rules, auto-reply configuration (replacing LiveChat's campaigns and ticket forms), and SLA policies. Show AI-powered features if available — LiveChat's Copilot AI was relatively new, so agents may or may not have used it. Cover reporting and analytics so managers can track the metrics they previously monitored in LiveChat's reports section.

Week 1: Supervised Practice

Have the team handle real conversations on the new platform with a lead available for questions. LiveChat agents accustomed to the three-role system (Owner, Administrator, Agent) will find similar role structures on most platforms. If you used LiveChat's supervision feature to monitor live chats, check if your new platform has an equivalent for the transition period.

Key difference: LiveChat separates concerns across multiple products (ChatBot, HelpDesk, KnowledgeBase). If you're moving to a platform that bundles these features, your team will benefit from fewer context switches and a single interface for all support tasks.