Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

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

Training Your Team After Switching from Re:amaze

Re:amaze's interface is organized around a shared inbox with conversation filters (All, Unresolved, Assigned to Me, etc.), a navigation menu with Dashboard, Conversations, Contacts, FAQ, and Settings, plus feature-specific tools like Live View, Cues, and Peek. Moving to a new platform means adjusting to different navigation and understanding how Re:amaze concepts translate.

Key Concept Mapping

Re:amaze concepts translate to a messaging platform like this: Conversations (email, chat, social threads) → Conversations (direct equivalent). Conversation states (Unresolved/Pending/Resolved) → Open/Resolved/Closed. Response Templates (canned responses) → Quick Replies. Workflows (automation macros) → Auto-reply rules. Cues (proactive messages) → Widget popup messages and suggested messages. Tags → Customer tags (direct equivalent). Departments (Plus only, staff groups) → Role-based assignment. FAQ articles → Chat widget FAQ entries. Peek (co-browsing, Plus only) → No direct equivalent on messaging-focused platforms. Live View (Pro+, visitor monitoring) → Widget visitor tracking and analytics.

Day 1: Core Navigation (30 min)

Re:amaze's main navigation (Dashboard, Conversations, Contacts, FAQ, Settings) maps to a similar structure on most messaging platforms. Walk through: the unified inbox where all messages from every channel appear in a single list, how to filter conversations by status (open, resolved, closed), how conversation assignment works (similar to Re:amaze's assignment feature), and how to search across contacts and messages. The key difference: Re:amaze separates social channels from email in the sidebar filters, while messaging platforms typically show all channels in one unified stream.

Day 1: Recreating Workflows (30 min)

Recreate your most-used Response Templates as Quick Replies on your new platform. Set up customer tags to replicate your Re:amaze tagging system. If you used Re:amaze's Workflow automations (trigger-based actions on incoming conversations), configure equivalent auto-reply rules with working hours modes. Document Cues that handled proactive engagement — welcome messages, product recommendations — and rebuild them as widget popup messages or suggested conversation starters.

Day 2: Features That Work Differently

Re:amaze's AI Agent (Beta) can handle conversations autonomously. On most messaging platforms, AI works as reply suggestions that agents review and send — giving agents more control but requiring their presence. Re:amaze's FAQ/Knowledge Base is a standalone self-service portal; on a messaging platform, this becomes FAQ entries in the chat widget. Re:amaze's Peek (co-browsing) and Video Calls (Plus features) have no equivalent on messaging-focused platforms — if your team relied on these, plan alternative workflows (screen sharing via Zoom/Google Meet).

Week 1: Supervised Practice

Have agents handle real conversations on the new platform with a team lead available for questions. The adjustment from Re:amaze typically takes 2–3 days for agents who primarily used the inbox. Agents who relied on the AI Agent for autonomous responses may take longer to adjust to agent-assisted suggestions. Use team chat for internal questions during the transition period.

Most teams report the learning curve from Re:amaze is 2–4 days. The biggest adjustments are moving from AI Agent's autonomous mode to agent-assisted suggestions, adapting from Re:amaze's conversation state system to a simpler three-status model, and losing Peek/video call features if your team used them frequently.