Migration Guide for SaaS Companies
Converge Team
Part of the Reamaze migration guide
SaaS-specific migration guide for moving from Reamaze, covering ticket workflows and integrations.
SaaS Company Migration from Re:amaze
SaaS teams using Re:amaze typically rely on the FAQ/Knowledge Base for documentation, the AI Agent for tier-1 deflection, workflow automations for routing, and the REST API for integrating support data with their product. Migrating means replacing these workflows while maintaining response time targets.
Knowledge Base Transition
Re:amaze's FAQ/Knowledge Base is a standalone self-service help center that also feeds Re:amaze's AI Agent and FAQ Bot. If you've built extensive documentation in Re:amaze, export all articles via the REST API (GET /api/v1/articles) before migrating. Your new platform may not have a built-in knowledge base — evaluate whether a standalone docs tool (GitBook, Notion, ReadMe) better serves your users, and repurpose key FAQ articles as entries in your new chat widget's FAQ section.
AI AgentAgent-Assisted AI
Re:amaze's AI Agent (Beta) handles conversations autonomously — it reads your FAQ articles and custom context to generate responses without agent intervention. Many SaaS teams use this for common questions: "How do I reset my password?", "What's your pricing?", "How do I connect my integration?" The shift to agent-assisted AI (where AI suggests responses that agents review and send) means your team will handle more conversations directly. The upside: agents can catch technical nuance that autonomous AI misses. Expect a 3–5 day adjustment period for teams accustomed to high AI deflection.
REST API and SDK Integrations
If your SaaS product integrates with Re:amaze's REST API or Embed SDK, these integrations need rebuilding. Common patterns: creating conversations programmatically when product events occur, updating customer attributes from your backend, using the JavaScript SDK (_support object) to pass user identity and session data to the chat widget, and receiving webhooks for conversation events via Zapier. Document all API touchpoints and webhook URLs before migrating.
Status Page Consideration
Re:amaze includes a built-in Status Page (Pro plan and above) for communicating incidents and outages. If you use this feature, you'll need a replacement — Converge doesn't include a status page. Consider dedicated tools like Statuspage.io, Instatus, or Cachet. Export your current systems and incident history from Re:amaze's Status Page API (GET /api/v1/systems, GET /api/v1/incidents) for reference.
Technical Support Workflows
Recreate your support routing with auto-routing features (round-robin or load-balanced). Use customer tags to categorize issues by type (bug, feature request, billing, onboarding) — replacing Re:amaze's tag-based filtering. If you used Re:amaze's Departments (Plus feature) to route conversations to specialized staff groups, configure equivalent routing rules based on tags or assignment strategies. Set up SLA policies early — before routing real conversations — so tracking starts from day one.
Developer tip: If you use Re:amaze's JavaScript Embed SDK to pass user identity (_support.ui.contactEmail, _support.ui.contactName) or custom attributes, you'll need to replace these calls with your new platform's equivalent SDK methods. Most chat widgets have similar JavaScript APIs for identifying logged-in users.
Need the full migration guide?
This page covers migration guide for saas companies specifically. For the complete step-by-step migration process:
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