LiveAgent vs Converge

LiveAgent and Converge represent two distinct approaches to customer communication. LiveAgent is a comprehensive customer service platform that combines help desk ticketing, live chat, call center functionality, and social media management into a single solution. With over 188 features and 150+ integrations, it's designed for businesses that need a full-featured customer service hub.

Converge takes a different approach, focusing specifically on unified messaging across popular chat platforms like WhatsApp, Telegram, Messenger, Instagram, Zalo, and Discord. Rather than trying to be everything to everyone, Converge excels at what modern customers actually use: messaging apps.

LiveAgent offers an impressive breadth of features, from advanced ticketing systems to built-in call center functionality. Its strength lies in providing everything a traditional customer service operation might need: IVR systems, call recording, detailed SLA management, and comprehensive reporting.

Converge focuses specifically on messaging excellence. While it may have fewer total features than LiveAgent, it provides deeper integration with the messaging platforms that matter most to modern customers. The key difference is depth versus breadth - LiveAgent provides comprehensive customer service tools but treats messaging as one channel among many, while Converge treats messaging as the primary communication method.

LiveAgent's Large Business plan at $49/agent/month includes social media channels (WhatsApp, Instagram, Facebook), custom roles, and SSO. For a 3-agent team, this costs $147/month. For a 5-agent team, it's $245/month. Lower tiers require additional fees for social media integrations.

Converge offers flat $49/month pricing with up to 15 team members and all messaging channels included. The same 3-agent team pays $49/month total, and a 5-agent team still pays $49/month — no per-agent fees or hidden costs for adding social channels.

Choose LiveAgent if you need a traditional help desk with phone support, complex ticketing workflows, and comprehensive reporting. Choose Converge if your customers primarily communicate through messaging apps and you want a simple, unified inbox without per-agent fees.

Choose LiveAgent if: You need comprehensive help desk functionality with phone support, complex ticketing workflows, and detailed reporting. It's ideal for traditional customer service operations with dedicated support teams who can utilize its extensive feature set.

Choose Converge if: Your customers communicate primarily through messaging apps and you want a simple, cost-effective solution that scales with your team. It's perfect for modern businesses that prioritize real-time messaging over traditional ticketing, especially those with growing teams who need to avoid per-agent fees.