Migrate from Akio.Cx to Intercom

Akio.Cx Ticket is the primary interaction record storing channel origin, status, priority, assignee, timestamps, and custom fields. During scoping, we determine whether migrated interactions should land in Intercom as Conversations (best for chat and email-thread visibility in Messenger) or as Tickets (best for structured, trackable requests with defined states and custom attributes). This choice affects which Intercom API endpoints we use (Create conversation vs Create ticket), how agents see records in the inbox, and whether channel attribution is stored as a message attribute or a ticket attribute. We document the chosen model and apply it consistently across all migrated records.

Akio.Cx Contact records (name, email, phone, company affiliation, interaction history) map to Intercom Contact. Akio's contact field names vary by customer configuration; we perform field-level discovery during scoping and generate a custom field mapping table. Phone number format validation is disabled in Intercom before migration to prevent rejection of French-format numbers (+33). Email or ExternalId is required as the dedupe key on Contact import per Skyvia and Intercom API documentation.

Akio.Cx Agent profiles include role, team assignment, skills, and login credentials. We map Agents to Intercom Teammates with the same email address as the dedupe key. Team membership migrates as Intercom Team membership. Skills and routing pool assignments from Akio do not have a native Intercom equivalent; we document the full skills matrix in the handoff deliverable for the customer's admin to recreate as Teammate tags or Inbox assignment rules.

Akio.Cx Team structures define routing pools and supervisor relationships. We preserve the hierarchical team layout and map supervisors to the equivalent admin or lead role in Intercom Teams. Intercom Teams control Inbox assignment and access control; we configure Team structure before agent migration so that assignee resolution works on the first pass.

Akio.Cx distinguishes voice, email, chat, SMS, and social media channels per conversation. Channel type is stored as an enum in Akio. In Intercom Conversations, channel is implicit based on the source (email, chat, API). In Intercom Tickets, channel type can be stored as a custom attribute. We preserve the original channel type as a tag on every migrated conversation and optionally as a custom ticket attribute to maintain channel attribution for reporting.

Akio.Cx conversation messages include timestamps, participant agents, customer-side messages, and internal notes. We preserve thread integrity and chronological ordering by setting Created_at and Updated_at on Intercom conversation parts. Internal notes migrate as Intercom notes (visible to agents only). Message attachments migrate as Intercom file attachments. If migrating as Tickets, message history lands as Ticket parts per Skyvia's Intercom connector documentation.

Akio.Cx custom fields on Tickets and Contacts are fully customer-defined. We perform field-level discovery during scoping, map each custom field to the equivalent Intercom custom attribute type (Text, Number, Date, Boolean, List), and validate type compatibility before migration. Per Skyvia documentation, Intercom custom fields on Contacts have a 255-character limit for text; longer fields must be truncated or stored as custom events.

Akio.Cx SLA rules define response and resolution windows per priority level and channel. Intercom on Advanced and Expert plans supports SLA policies with first-response and next-reply targets. We extract the full Akio SLA policy configuration and recreate it in Intercom as SLA policies with the same priority-to-target mapping. SLA breach history from Akio does not migrate; the SLA clock restarts in Intercom from cutover.

Akio.Cx inbound call routing, queue assignment, and IVR tree structures are customer-configured with nested conditional logic. Intercom does not have a native IVR model; voice routing does not migrate as callable IVR trees. We extract the full routing configuration as a written inventory document covering queue names, agent assignments, priority-based routing, and overflow behavior, and the customer's admin recreates equivalent Inbox and assignment rules in Intercom. This is a manual rebuild step outside the data migration scope.

Akio.Cx Knowledge Base articles store with categories and publication status. We extract article content, title, and category assignments and map them to Intercom Articles attached to the relevant Collection. Multi-language article migration requires separate Collections per locale. Article URLs in Akio do not redirect automatically; we recommend a URL redirect map as part of the handoff.

Akio.Cx tags applied to Tickets and Contacts migrate as string arrays and re-applied as Tags in Intercom. Tags used for routing or categorization in Akio map to Intercom Tags for segmentation. Tags used for SLA tier or priority in Akio map to the native SLA priority field in Intercom on Advanced and Expert plans.