Migrate from Certainly to Gorgias

Certainly's customer and contact records map to Gorgias Customer objects. We extract name, email, phone, language, timezone, and any custom fields and map them to Gorgias's standard Customer schema. CVar (custom variable) data collected during chatbot conversations, such as customer_name and customer_email, transfers as custom Customer fields if defined in Gorgias. Multiple customer identifiers from Certainly's session tracking are consolidated into a single Customer record in Gorgias with the original chatbot session reference stored in a custom field for audit.

Historical chatbot conversation sessions from Certainly map to Gorgias Ticket records. Each session becomes a Ticket with the original chat transcript preserved as message history. The channel attribution (web chat, Facebook, Instagram DM, WhatsApp) maps to Gorgias's channel field. We map session resolution status, agent attribution from any live-agent handoffs, and timestamps to the corresponding Ticket fields. Tickets created via Certainly's Zendesk integration are flagged separately for routing logic recreation.

Certainly Agent records and team assignments in routing rules map to Gorgias Agents. We extract agent names, email addresses, role assignments, and team memberships and map them to Gorgias Agent profiles. Agent availability settings and routing rule conditions require manual recreation in Gorgias Rules since Gorgias's team assignment model differs from Certainly's flow-based routing.

Static response texts and rich message templates defined in Certainly map to Gorgias Macros. We export the template content, variable placeholders, and any conditional logic and recreate them as Gorgias Macros with the same variable syntax where supported. Macro triggers (time-based, event-based) require manual configuration in Gorgias since the trigger models differ between platforms.

Certainly's conversational Flows do not migrate as functional equivalents. Gorgias does not have a visual flow builder for chatbot dialog trees. We document each Flow's structure, decision branches, conditional logic, and handoff conditions as a written specification that the customer's admin uses to rebuild equivalent automation in Gorgias Rules. Response texts and message content within flows export separately for macro recreation.

Certainly's trained NLU intents and associated training utterances cannot be imported into Gorgias because Gorgias uses a generic LLM-based AI Agent rather than a custom-trained NLU model. We export intent names and all training utterances as a structured CSV archive so the customer can reference them when building Gorgias AI Agent rules and responses. We explicitly flag that intent classification accuracy does not transfer and that the AI Agent requires fresh rule configuration.

Custom entities and slot types from Certainly, including regex-based and pattern-match entities, require manual recreation in Gorgias. We export entity names, value lists, and any regex definitions. Pattern-based entities without a Gorgias equivalent are archived as reference documentation. Value-list entities map to Gorgias drop-down or multi-select custom fields on Ticket or Customer.

Certainly's Zendesk connector configuration, including ticket creation triggers, field mappings, and handoff rules, is documented during discovery. We export the mapping logic and deliver it as a written configuration guide for rebuilding in Gorgias's integration settings. The actual Zendesk integration config does not export automatically from Certainly and cannot be imported into Gorgias.

Historical chat transcripts export from Certainly as structured data with session IDs, timestamps, message content, agent attribution, and resolution status. We map these to Gorgias Ticket message history. Session metadata such as intent attribution and bot-versus-human attribution is preserved as custom fields on the Ticket. Transcript ordering is maintained by timestamp.

Bot performance metrics, intent accuracy scores, conversation summaries, and routing statistics export as flat files (CSV/JSON). Gorgias does not ingest external analytics data. We archive these files separately and deliver them alongside the primary migration so the customer retains historical performance data for reporting continuity even though the metrics cannot be visualized in Gorgias natively.

Certainly's fallback policies and live-agent handoff rules are documented during discovery. We capture the conditions that trigger handoff (business hours, agent availability, intent confidence threshold) and deliver them as a written specification for rebuilding in Gorgias Rules. Handoff rules referencing specific Zendesk ticket fields or agent assignments require Gorgias admin reconfiguration.

Tags applied to chatbot sessions, intents, and conversation metadata in Certainly map to Gorgias Tags on Ticket records. We preserve the tag vocabulary and apply the same labels to migrated Tickets for segmentation continuity. Tag usage in routing rules is documented separately since tag-based automation in Certainly does not transfer to Gorgias Rules.