Migrate from ASAPP to Intercom

ASAPP Conversations are the core data unit and map to Intercom Conversations, which Intercom represents as Tickets in the inbox. We query ASAPP's S3 batch exports for historical conversation threads and real-time event API for the delta window, then merge both channels into a unified record set before import. Conversation metadata including channel type, routing assignment, and CSAT scores map to Intercom Ticket attributes (title, status, assignee, conversation_rating). The Intercom conversation body (message thread) is reconstructed from ASAPP's conversation message array with speaker attribution preserved.

ASAPP Agent records—including performance metrics, handle time data, and assignment metadata from S3 exports—map to Intercom Admins and Teammates. We resolve ASAPP agent identity by email match against Intercom user records. If an ASAPP agent has no corresponding Intercom user, the conversation assignment migrates as unassigned and the customer reviews the reconciliation report to provision the missing Intercom user before final sign-off.

ASAPP Customer profiles associated with conversations map to Intercom Contacts. We extract the customer identifier, email, name, phone, and any custom attribute values from ASAPP's export and write them to Intercom's Contact object. Email serves as the dedupe key; if a Contact with the same email already exists in Intercom, we update rather than duplicate. Custom attributes from ASAPP map to Intercom custom attributes on Contact if the attribute already exists in the Intercom workspace, or we flag it for pre-creation before the main migration run.

ASAPP's company-level customer records map to Intercom Companies. We extract company name, domain, industry, size, and custom company attributes and write to the Intercom Company object. The ASAPP company domain becomes the Company Website field and is used as the dedupe key. Company-to-Contact linkage is preserved via Intercom's Contact-Company relationship so that when a Contact is created, it is attached to its parent Company if a match exists.

ASAPP's standard structured data fields—channel type, routing tier, resolution outcome, and first-contact resolution flag—map to Intercom custom attributes on the appropriate object (Contact, Company, or Ticket depending on field scope). We pre-create each Intercom custom attribute during the schema phase with the matching data type (string, number, boolean, date). If the field maps to a Contact but the Contact does not yet exist in Intercom, we hold the attribute value in a staging table and write it during the Contact upsert phase.

ASAPP's customer-defined Structured Data Fields extracted via the segments API require individual schema mapping because field names and data types may not match Intercom's custom attribute model. We export the full field schema from ASAPP (including field name, data type, and validation rules) during discovery, map each field to an equivalent Intercom custom attribute, and flag any type mismatches for customer review. For example, an ASAPP multi-value string field becomes an Intercom list or text custom attribute depending on the migration scope the customer selects.

ASAPP Segments define which structured data the system extracts for specific conversation types. Segment names map to Intercom Tags, and the association between a conversation and its segment assignment migrates as a tag on the Intercom Conversation. If a conversation belongs to multiple ASAPP segments, all corresponding tags are applied to the Intercom record. Segments used purely for AI model routing (not for business reporting) are documented separately as routing logic to be rebuilt in Intercom Rules or Fin AI Agent procedures.

ASAPP's S3 batch exports contain historical conversation data with full metadata. We download the S3 export files, parse the JSON structure, and map each record to the corresponding Intercom object. S3 batch reports carry a predictable time delay from the batch window, so we cross-reference against the real-time event API to identify any conversations that fell into the gap between batch runs and backfill them using the real-time export.

ASAPP's real-time event API provides live conversation and customer updates. We establish a real-time export connection during the migration window to capture any conversations created or modified after the S3 batch export snapshot date. This delta stream runs until cutover and is merged with the main migration set to ensure no conversations are lost in the window between batch runs.

ASAPP's File Exporter API provides programmatic programmatic export of conversation files and attachments. We use the File Exporter API to download any inline images, file attachments, or conversation assets referenced in the message thread and reattach them to the corresponding Intercom Conversation message. This ensures inline images and attachments are stored as Intercom-hosted assets rather than external references that would break after the ASAPP account is closed.