Migration Guide for SaaS Companies
Converge Team
Part of the Whelp migration guide
SaaS-specific migration guide for moving from Whelp, covering ticket workflows and integrations.
SaaS Company Migration from Whelp
SaaS teams using Whelp typically rely on the CRM for customer tracking, the chatbot builder for tier-1 deflection, reporting for performance monitoring, and the unified inbox for handling technical support across multiple channels. Migrating means replacing these workflows while maintaining response time targets during the transition.
CRM and Customer Data Transition
Whelp's standalone CRM module stores customer profiles with custom table fields, activity history, tags, saved segments, and private notes. Export your CRM data before migrating — use Whelp's CRM export feature to download contacts with all custom fields. On your new platform, customer management is typically integrated into the conversation view rather than a separate module. Map your Whelp CRM fields to equivalent customer profile fields, and recreate any critical saved segments as tag-based filters.
Chatbot to AI Suggestions
SaaS teams often configure Whelp's Dynamic Chatbot (Advanced plan) to handle common questions: "How do I reset my password?", "What's your API rate limit?", "How do I upgrade my plan?" The shift from an autonomous chatbot (handles full conversations without agent involvement) to agent-assisted AI (suggestions that agents review and send) means your team will be more involved in every conversation. The upside: agents catch context that chatbots miss, especially for technical SaaS questions where nuance matters. Plan for 3-5 days of adjustment for teams accustomed to high chatbot deflection rates.
Technical Support Routing
Recreate your support routing with auto-routing rules (round-robin or load-balanced). Use customer tags to categorize issues by type (bug, feature request, billing, API, onboarding) — replacing Whelp's folder-based organization. If you assigned conversations to specific agents based on technical expertise in Whelp, configure equivalent routing rules. Set up SLA policies with per-priority response and resolution targets — Whelp's reporting tracked first response time and average handling time, and your new platform should offer equivalent SLA tracking with business-hours-aware deadlines.
Reporting and Performance Tracking
Whelp's reporting system provides company reports, agent reports, chatbot reports, tag reports, and integration reports with custom date ranges. Export your current reports using Whelp's Export Reports feature before migrating — this gives you baseline metrics for comparison. On your new platform, set up equivalent analytics tracking from day one so you can compare agent performance, response times, and conversation volumes against your Whelp benchmarks.
Voice and SMS Considerations
If your SaaS team uses Whelp's Twilio integration for voice calls and SMS (Standard+), evaluate whether your new platform supports these channels. Your Twilio account and phone numbers are independent of Whelp — they'll continue working. If your new platform doesn't integrate Twilio, you can keep Twilio as a standalone tool for voice/SMS while using your new platform for messaging channels. For SaaS teams, voice support is often a premium tier offering — assess whether the volume justifies maintaining a separate tool.
Developer tip: If your SaaS product integrates with Whelp's API for syncing user data, sending events, or updating conversations programmatically, these integrations need to be rebuilt against your new platform's API. Document all API touchpoints and webhook URLs before disconnecting Whelp.
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This page covers migration guide for saas companies specifically. For the complete step-by-step migration process:
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