Plan requirement
| Subscription | Any plan |
| Access | Admin |
Moving from chat to messaging is a one-way switch that touches triggers, routing and reporting. Plan it rather than flip it.
What changes
- Conversations persist instead of ending with the session.
- Chat triggers do not carry over. Messaging has its own set and yours must be rebuilt.
- Departments become groups. Chat's routing model is replaced.
- Reporting changes. Chat metrics and messaging metrics are different, so comparisons across the switch do not hold.
- Agents work differently. Conversations arrive and wait rather than being accepted live.
The order that works
- Write down what your chat setup does. Triggers, departments, operating hours, the pre-chat form.
- Rebuild it in messaging, in a sandbox where you can.
- Set capacity and statuses, which chat did differently.
- Brief the team on what changes in their day.
- Switch one brand or one site section first.
- Take your chat reporting figures before you switch, because you will want the comparison later and it will not be available afterwards.
The part teams underestimate
Agent habits. Chat trains people to answer immediately and close quickly. Messaging rewards a considered answer and a conversation that can breathe. That adjustment takes a couple of weeks and is worth naming rather than leaving people to work out.
Worth a conversation before you start. Tell us how your chat is set up and we will help you plan the move, including what to capture before the figures change.
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