Migrate from Anywhere365 to Intercom

Anywhere365 UCC profiles with presence states, skill assignments, hunt values, and WebAgent desktop configurations map to Intercom Teammates. We extract agent identities via the Core REST API and create Intercom Teammate records, preserving display name, email, and skill-group membership. Agent presence states and lowest-presence hunt values have no direct Intercom equivalent; we document them for the customer's admin to configure as Inbox assignment rules or skill-based routing in Intercom Workflows post-migration.

Anywhere365 Queues are logical routing containers with custom routing rules, escape actions, SLA thresholds, and agent membership. Intercom Inboxes are team-scoped conversation containers with channel assignment. We map each Anywhere365 Queue to an Intercom Inbox, preserving queue name, description, and SLA threshold as Inbox settings. The routing rules, escape actions, and wrap-up codes do not migrate as code; we deliver a written inventory of every queue's routing logic (priority order, overflow targets, SLA timers) with recommended Inbox and Workflow equivalents.

Anywhere365 Dialogue Manager scripts store IVR dialogue trees with branching logic across voice, chat, WhatsApp, and email channels, loading texts dynamically via text-to-speech. Intercom has no visual IVR tree equivalent; branching logic lives in Workflows with conditional actions. We export the Dialogue Manager script structure as a written document covering every branch node, condition, and prompt reference, and the customer's admin rebuilds the logic as Intercom Workflow rules. Queue jukebox media asset references are flagged for rehosting.

Anywhere365 call records include customer identifier, agent assignment, queue wait time, duration, wrap-up code, and disposition. Intercom conversations represent the customer dialogue with a parts array for messages. We create Intercom conversation records via the API and populate the first part with a structured note containing call metadata (queue name, wait time, duration, disposition, recording reference if available). Call disposition codes map to conversation tags.

Multichannel dialogue records from Anywhere365 web chat, WhatsApp, and SMS channels migrate to Intercom Conversations with the channel type preserved in the conversation source attribute. Thread integrity is maintained by grouping parts by interaction ID. Anywhere365 CRM Service connector links to external CRM records are preserved as custom conversation attributes for manual relinking post-migration.

Email interactions from Anywhere365 migrate to Intercom Conversations with source set to email. The email body becomes a conversation part with part_type set to comment, and the subject line maps to the conversation's initial title field. Sender and recipient email addresses map to the conversation contact reference.

Anywhere365 WebAgent configurations (queue display preferences, call controls, tab layouts, shortcut settings) have no direct Intercom equivalent. We export a manifest of WebAgent settings as a written configuration inventory so the customer's admin can configure equivalent agent desktop preferences in Intercom Admin settings and Inbox notification rules.

Anywhere365 custom properties for customer segmentation, SLA tiers, and routing attributes (name-value pairs stored on agents, queues, or interactions) map to Intercom custom attributes on contacts and conversations. We export all custom property definitions with their data types and values, create matching custom attributes in the Intercom workspace before migration, and map values during the record import phase. Attributes used for SLA tiering require manual routing rule recreation in Intercom Workflow conditions.

Queue jukebox announcements, hold music, and IVR prompt audio files referenced by Anywhere365 queue configurations are hosted in the Anywhere365 SaaS environment. We export a manifest of all media asset references (filename, queue association, usage context). The actual audio files require manual download, re-upload to the customer's media hosting (Intercom supports file attachments but not a hosted audio library), and relinkage to Workflow or Inbox configurations. This step requires customer-side media rehosting.

Anywhere365 WFM configurations (agent schedules, adherence rules, forecasting data) are available via the Core REST API where the WFM module is enabled. Intercom has no native WFM or scheduling module. We export a manifest of WFM configurations as a written reference document, and the customer's admin evaluates third-party WFM integrations (such as NICE or Playvox) if workforce management is required post-migration.

If the Anywhere365 CRM Service connector links interactions to external CRM company records (for example, Dynamics 365 or Salesforce), we extract those company records and map them to Intercom Companies. Company name, domain, and any linked custom properties migrate as custom attributes on the Intercom Company record.