Migration Guide for E-commerce Teams
Converge Team
Part of the Reamaze migration guide
How e-commerce support teams can migrate from Reamaze while maintaining customer service quality.
E-commerce Migration from Re:amaze
Re:amaze has strong e-commerce roots — native Shopify and BigCommerce apps, WooCommerce integration, an Order Bot for automated order lookups, Cues for proactive customer engagement, and deep order data visibility in conversations. Migrating means replacing these integrations while maintaining support quality during peak selling periods.
E-commerce Platform Integrations
Re:amaze offers a native Shopify app (installed via the Shopify App Store) that displays customer order data, enables refund processing, and supports draft order creation directly from conversations. BigCommerce integration provides similar order data and refund capabilities. WooCommerce connects via a WordPress plugin. To migrate: uninstall the Re:amaze Shopify app or deactivate the WooCommerce/WordPress plugin, then install your new platform's chat widget. Note that order data visibility in conversations (seeing a customer's recent orders while chatting) is Re:amaze-specific — your new platform may handle this differently or require separate lookup.
Order Bot and Chatbot Migration
Re:amaze's Order Bot lets customers check order status by typing their order number or email in chat. If you use the Order Bot, document the conversation flows and common customer queries it handled. Your new platform may not have an equivalent automated order lookup — you'll need auto-reply rules or FAQ entries that guide customers to your store's order tracking page, or your team will handle these queries manually.
Cues and Proactive Engagement
If you used Re:amaze's Cues for proactive messages — cart abandonment nudges, product page welcome messages, time-based engagement triggers — document each Cue's targeting rules (URL patterns, time on page, visitor behavior) and message text. On your new platform, recreate these as chat widget popup messages, auto-replies, or suggested conversation starters. Some platforms let you configure welcome messages and popup triggers directly in widget settings.
Marketplace Channel (Amazon, eBay, Etsy)
If you used Re:amaze's ChannelReply integration for Amazon, eBay, Walmart, and Etsy messages, note that this is a third-party service — you can continue using ChannelReply with a new platform if they support it, or you'll manage marketplace messages separately. Also check if you integrated Smile.io, LoyaltyLion, Loop Returns, Yotpo, or other e-commerce tools through Re:amaze — these connections need to be re-established.
Peak Season Timing
Don't migrate during Black Friday, Cyber Monday, Prime Day, or your busiest sales period. Plan the switch during a calm window — typically mid-January through February or mid-summer. Give your team at least one full week running both platforms in parallel before decommissioning Re:amaze. This overlap ensures no customer messages are lost during the transition.
Tip: Re:amaze's Shopify integration syncs customer data (order history, customer tags, Shopify-specific attributes) directly into conversations. This data won't transfer to your new platform — export what you need from Re:amaze's Contacts before disconnecting. Your new platform's chat widget can still capture leads and track visitor behavior on your store, even without a deep Shopify data sync.
Need the full migration guide?
This page covers migration guide for e-commerce teams specifically. For the complete step-by-step migration process:
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