Migrate from ASAPP to Gorgias

ASAPP Conversations (multi-message threads with AI annotations, routing metadata, and CSAT scores) map to Gorgias Tickets. We extract conversation metadata including channel type, routing assignment, resolution outcome, and timestamp from ASAPP's S3 batch exports and real-time event API, then map these to Gorgias ticket fields. The ASAPP conversation ID is preserved in a custom field asapp_conversation_id__c for audit trail. ASAPP conversation segments (structured data extracted by ASAPP's AI) map to Gorgias custom field values on the ticket.

ASAPP Agent records (including performance metrics, handle time data, and assignment metadata from S3 exports) map to Gorgias Users. Agent identity is resolved by email match. Performance metrics like average handle time and CSAT scores from ASAPP are preserved in Gorgias User-level custom fields because Gorgias does not have a native agent performance object. Any ASAPP Agent without a matching Gorgias User is placed in a reconciliation queue for the customer's admin to provision before record import resumes.

ASAPP Customer profiles associated with conversations map to Gorgias Customers. We preserve the association between customer records and conversation history by storing the ASAPP customer identifier in a custom field asapp_customer_id__c. Customer contact information (name, email, phone, channel handles) migrates directly to Gorgias Customer fields. If ASAPP stores customer attributes as structured data fields, we map these to Gorgias Customer custom fields.

ASAPP allows customers to define custom structured data fields via a dedicated API (structured-data-field object) to extract non-standard data from conversations. These custom field schemas are preserved in export but field names and data types must be mapped individually to Gorgias Custom Field definitions. We export the full ASAPP field schema during scoping, create equivalent Gorgias custom fields (boolean, number, text, date, or dropdown based on ASAPP data type), and populate them on the corresponding Gorgias Tickets or Customers during migration.

ASAPP Segments define which structured data the system extracts for specific conversation types and are configurable via ASAPP's segments API. Segment definitions export as metadata; the values themselves appear as structured data field values on individual conversations. We map ASAPP segment identifiers to Gorgias Tags on the corresponding Tickets, preserving the categorization logic that ASAPP's AI used for conversation triage.

ASAPP conversation metadata including channel type (voice, messaging, digital), routing information, CSAT scores, and disposition codes maps to Gorgias standard ticket fields (channel, assignee, satisfaction rating) and custom fields for metadata that Gorgias does not store natively. We map ASAPP channel_type to Gorgias channel, ASAPP routing queue to Gorgias team assignment, and ASAPP csat_score to a custom field asapp_csat__c.

ASAPP delivers reports via three channels: File Exporter API (programmatic), S3 batch reports (batch with delay), and real-time event API. We migrate the report data as Tickets and Ticket-level metrics rather than native report objects because Gorgias does not support report schema migration. The customer's admin rebuilds report definitions in Gorgias's reporting module using migrated ticket data as the source. Report metadata (report name, schedule, filters) is documented for rebuild guidance.

ASAPP Desk/Admin and RTCI real-time event exports carry channel events and conversation updates with low latency. We map these to Gorgias Tickets and Ticket update events, preserving the real-time event sequence where Gorgias's ticket timeline supports it. Any event types that do not map to Gorgias ticket fields are documented as part of the gap analysis delivered with migration documentation.

ASAPP configuration including AI model tuning, routing rules, workflow automations, and intent configurations are proprietary platform settings that cannot be exported via API. We do not migrate these. We document the full configuration inventory during discovery (agent skills, routing logic, automation triggers, intent definitions, AI response templates) and deliver a requirements specification for rebuilding in Gorgias Rules, Macros, and Help Center. The customer or a Gorgias implementation partner rebuilds these post-migration.

ASAPP's GenerativeAgent tuning, intent training data, and AI response configurations are platform-specific and proprietary. These do not export. We document the AI model's scope (what intents it handles, what escalation rules it follows) as part of the configuration inventory so the customer's team can evaluate Gorgias AI Assist and rule-based automation as replacement options.

ASAPP conversation attachments (images, documents, audio recordings from voice channel) map to Gorgias Ticket Attachments. We extract attachments from ASAPP's S3 batch exports and upload them to Gorgias via the attachments API, linking each attachment to the corresponding ticket by asapp_conversation_id__c lookup. Audio recordings from voice channel conversations require separate handling and are documented as a media-type flag for the customer to review post-migration.

ASAPP does not have a native macro object, but some ASAPP customers define response templates or automation rules that function as macros. We treat these as automation rules in the configuration inventory (not migratable) and document them separately. If the customer has defined response templates in a structured format that we can extract, we provide them as reference input for Gorgias Macro creation but do not create Gorgias Macros as part of migration scope.