Migrate from Anywhere365 to Gorgias

Anywhere365 UCC profiles contain agent identity, presence states, skill assignments, and lowest-presence hunt values. We export these profiles and create corresponding Gorgias agents by email and display name. Skill assignments and presence configurations do not map directly to any Gorgias agent attribute; we preserve skill names in a custom text field skill_tags__c on the Gorgias agent record and flag that Gorgias Rules use tag-based routing instead of presence-driven queue assignment. Agents inactive in Anywhere365 are migrated as inactive Gorgias agents with a last_active_date__c field.

Anywhere365 Queues are the routing nucleus of the platform, grouping agents and applying SLA thresholds, escape actions, and wrap-up codes. Gorgias has no queue construct. We translate each Anywhere365 Queue into a Gorgias routing rule (Settings > Rules) that routes incoming tickets by channel, mailbox, or tag, and we document the original SLA thresholds and wrap-up codes as a configuration inventory for the customer's admin to implement as Gorgias SLA policies and macros. Queue-level routing priority maps to rule order in Gorgias.

Anywhere365 Dialogue Manager scripts define IVR branching logic across voice, web chat, WhatsApp, and email. These scripts load texts dynamically via text-to-speech and have no direct Gorgias equivalent. We do not migrate Dialogue Manager scripts as automation. We deliver a written inventory of every active script with its trigger conditions, branching paths, channel assignments, and text content, organized by queue, so the customer's admin can rebuild equivalent Gorgias Rules (for ticket routing) and Macros (for response templates). Voice IVR rebuilds require a third-party voice integration since Gorgias voice is add-on only.

Anywhere365 call records carry customer identity, agent assignment, queue wait time, call duration, disposition, wrap-up code, and recording URL. We convert each call into a Gorgias ticket with the customer linked, channel set to voice, and call metadata (wait_time__c, duration_seconds__c, disposition__c, recording_url__c) stored in custom fields. Thread entries carry the call summary as an internal note. Call recordings are exported as audio files to a customer-provided storage location with the recording URL preserved in the ticket custom field; Gorgias does not host audio files natively.

Email interactions in Anywhere365 (routed through the platform's email connector) migrate to Gorgias tickets with channel set to email. The full email thread, sender, subject, and timestamps migrate as ticket messages. Customer email address resolves to a Gorgias customer record by email match.

Web chat transcripts from Anywhere365 migrate to Gorgias tickets with channel set to chat. The chat transcript body migrates as the ticket messages with the original timestamps preserved. Visitor identity maps to the Gorgias customer record. Any pre-chat form data captured by Anywhere365 migrates to ticket custom fields.

Multichannel asynchronous conversations on WhatsApp and SMS migrate to Gorgias tickets with channel set to the respective messaging platform. Thread integrity is preserved with each message becoming a ticket message in chronological order. Phone number on the customer record maps from Anywhere365's destination phone field.

Anywhere365 customer records capture the contact's name, email, phone, company association, and any CRM-linked fields. We map these to Gorgias Customer records by email as the primary dedupe key. Anywhere365 custom properties on the customer record (SLA tier, segmentation attributes) migrate to Gorgias custom fields on the Customer object using the external_id field to reference the original Anywhere365 identifier for audit purposes.

Anywhere365 queue jukeboxes, announcements, hold music, and IVR prompt files are media assets referenced by queue configurations. We export a manifest of all media asset references (file name, type, queue assignment, usage context) but do not migrate the audio files themselves. We deliver the manifest with a recommended rehosting path: upload audio files to a customer-managed storage service (Azure Blob, S3, or equivalent) and document the new URLs for re-linkage inside any rebuilt IVR flow. Gorgias has no native media hosting.

WebAgent configurations define agent desktop layouts, tab settings, queue display order, and shortcut assignments. These settings are specific to the Anywhere365 agent interface and have no equivalent in Gorgias's browser-based agent inbox. We export a written inventory of agent desktop configurations by agent so the customer's admin can guide agents through any layout changes in Gorgias during the transition period.

Anywhere365 custom properties (name-value pairs on queues, interactions, agents, and customers for SLA tiers, routing attributes, and segmentation) migrate to Gorgias custom fields. We create custom fields on the appropriate Gorgias object (Ticket or Customer) using the Gorgias API with the label, description, and type matching the source property. The Gorgias custom field external_id field references the original Anywhere365 property name for traceability. Custom fields on Ticket support boolean, number, and text types per the Gorgias API schema.

Workforce management data from Anywhere365 WFM (agent schedules, adherence, forecasting) is exported as a configuration record. Gorgias SLA policies define first-response and next-reply deadlines by ticket priority but do not manage agent scheduling or adherence. We deliver the WFM configuration as a written report documenting the original SLA thresholds, business hours, and adherence targets by queue, so the customer's admin can configure matching Gorgias SLA policies or evaluate a dedicated WFM tool if workforce management remains a requirement.