Migrate from Engage Messaging to Nutshell

Engage Messaging Contacts map to Nutshell People. The Contact's phone number becomes the Person's primary phone field, and the email address maps to the email field if present. We preserve opt-in status (opted_in, opted_out, unconfirmed) in a custom field em_optin_status__c so that SMS compliance status is auditable at the destination. Any Engage custom Contact properties migrate as Nutshell custom fields, which the customer creates during scoping before migration begins.

Engage Messaging Conversations represent threaded message exchanges per Contact. Each Conversation maps to the corresponding Nutshell Person record, with individual messages from the thread mapped to Activity records (type SMS, with direction and timestamp preserved). The first message in the thread establishes the conversation start date; the last message updates the Person's last_contacted_at custom field if configured. Agent assignments from Engage's shared inbox are noted in a custom Activity field em_assigned_agent__c for manual routing in Nutshell.

Individual SMS and MMS messages from Engage Messaging migrate as Nutshell Activities of type SMS. Each Activity captures direction (inbound/outbound via Nutshell's direction indicator), timestamp, and body text. Inbound messages link to the Person record as the primary contact; outbound messages link similarly with the assigned user as the activity owner. MMS media attachments download separately and are flagged for re-upload to Nutshell's file storage linked to the corresponding Activity.

Engage Messaging Segments define Contact groupings by criteria such as engagement history, tag, or opt-in date. Segment definitions export as criteria lists. In Nutshell, we map equivalent groupings to saved filters on People (using tag-based or custom field filters) or create static Lists in Nutshell if the segmentation logic requires a stable group. Dynamic segmentation rules that trigger on Engage behavior do not reproduce as automated segments in Nutshell and must be recreated manually or through Nutshell's integration ecosystem.

Engage Messaging Tags applied to Contacts migrate as Nutshell Tags on the Person record. Tags preserve their label and are linked to the Contact's migrated Person so that filtering and segmentation based on tags remains functional. Tag-based filters in Nutshell operate against the same tag model, so no transformation is required beyond the record linkage.

Engage Messaging provisions dedicated and toll-free numbers that are locked to the platform and cannot be ported to Nutshell. We export the phone number configuration metadata (number type, carrier, active status, associated Contact count) as a re-provisioning checklist. The customer's admin must coordinate with a compatible SMS provider (Twilio, MessageBird, or another Nutshell-integrated service) to provision replacement numbers before the cutover. Active numbers are flagged during scoping so the customer has lead time for re-provisioning.

Engage Messaging automated message sequences (triggers, delays, conditional branches) store as platform-specific configuration with no export pathway. We export sequence structure as a written inventory document covering every active automation: trigger event, conditions, message content, delay intervals, and recommended Nutshell equivalent (Pipeline task, Activity creation, or external automation via Zapier/Make). The customer's admin rebuilds sequences post-migration; FlitStack AI does not write automation code inside Nutshell.

Engage Messaging custom Contact properties (beyond standard fields like name, phone, email) migrate as Nutshell custom fields on Person. We preserve field labels, data types (text, number, date, dropdown), and values for each Contact. Custom field creation happens before migration during the schema preparation phase so that the fields exist at insert time. Fields with unsupported Nutshell types (such as Engage-specific property types) are mapped to text fields with a note in the mapping document.