Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

Part of the Zoho SalesIQ migration guide

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

Training Your Team After Switching from Zoho SalesIQ

SalesIQ is a live chat tool with visitor tracking and CRM integration. The biggest adjustment for your team will be moving from SalesIQ's chat-plus-CRM model to a unified messaging inbox approach.

Key Concept Mapping

SalesIQ concepts translate to most modern platforms like this: Chats → Conversations, Canned Messages → Quick Replies, Departments → Teams or routing groups, Zobot flows → Auto-reply rules and chatbot triggers, Visitor tracking → Widget analytics and lead capture, Operators → Agents. The main difference: SalesIQ separates "chats" from "visitor tracking" while unified inbox platforms merge everything into one conversation stream.

Day 1: Core Navigation (30 min)

Walk through the unified inbox showing how messages from all channels appear in one place — unlike SalesIQ where website chats and messaging channel conversations may feel like separate streams. Show status changes (open → resolved → closed) and how the contact list works.

Day 1: Recreating Your Workflow (30 min)

Set up Quick Replies using your exported canned messages from SalesIQ. Configure customer tags to replace your department-based categorization. If you used Zobot for automated greetings or FAQ responses, set up equivalent auto-reply rules in your new platform.

Day 2: Features That Work Differently

SalesIQ's screen sharing and audio call features are not available on most messaging-focused platforms. If your team relies on these, you'll need a separate tool (like Zoom or Google Meet) for screen sharing sessions. SalesIQ's visitor tracking (page views, time on site) translates to widget analytics where available, but the depth of visitor intelligence data will differ.

Most teams coming from SalesIQ find the transition smooth since SalesIQ's chat-focused interface is conceptually similar to a unified inbox — the main learning curve is around the messaging channel integrations rather than the chat interface itself.