Migrate from Channel Talk to Gorgias

Channel Talk Managed Users (MUs) map to Gorgias Customer records. Each MU is a customer profile with properties for name, email, phone, and custom attributes. We map standard properties directly and apply field-by-field transformation for custom properties, handling type differences between Channel Talk property types and Gorgias customer field types. Note: Gorgias bills per billable ticket, not per Customer, so importing a large dormant contact list does not inflate Gorgias billing the way it inflates Channel Talk MU-based billing. We flag contacts with no conversation history in the last 12 months for customer review before import.

Channel Talk conversation threads become Gorgias Ticket records. The first customer message in a Channel Talk conversation becomes the Ticket creation event; subsequent messages from both customer and operator become Gorgias Comments attached to that Ticket. We preserve timestamps, authorship, and read/unread status during the transform. Agent messages in Channel Talk that generated a customer reply trigger the billable ticket count in Gorgias. Closed or resolved Channel Talk conversations become Gorgias Tickets with status set to resolved/closed.

Tags applied to Channel Talk conversations map to Gorgias Ticket Tags. We preserve the full tag vocabulary and reassign each tag to a matching Gorgias tag. Tag count and naming consistency is validated during reconciliation. Tags used for conversation categorization in Channel Talk translate directly to Gorgias tag-based Views for agent queue management.

Channel Talk custom contact properties (text, number, date, multi-select, checkbox) map to Gorgias Customer custom fields. We handle type conversion: multi-select in Channel Talk becomes a multi-select picklist or tag array in Gorgias; dates become ISO-formatted date fields; numbers preserve precision. Custom property API names in Channel Talk are mapped to Gorgias field names during schema design before any records are imported.

Channel Talk Team Chats are internal collaboration threads distinct from customer Conversations. Internal team messages do not have a Gorgias equivalent because Gorgias is a customer-facing helpdesk. We do not migrate Team Chat history. We document the existence of Team Chat channels and their member lists as a reference artifact for the customer's internal documentation, but this data does not transfer into Gorgias.

Channel Talk Workflows triggered by conversation events, contact updates, and bot interactions are documented as step-by-step sequences and rebuilt in Gorgias Rules. Rules in Gorgias handle automatic tagging, routing, and response triggers. Macros handle agent-executed shortcuts with pre-filled responses. We do not migrate Workflows as executable code because the event vocabulary and trigger syntax differ between platforms. We deliver a written workflow inventory with each Workflow's trigger, conditions, actions, and recommended Gorgias Rule or Macro equivalent for the customer's admin to implement post-migration.

Channel Talk chatbots tied to specific Workflows and Document sources map to Gorgias Rules combined with Help Center Articles. Bot intent rules and trigger conditions are documented in the workflow inventory; the associated Document articles are migrated separately to the Gorgias Help Center. Chatbot conversation paths are not preserved as executable bot logic in Gorgias; the customer rebuilds them as Gorgias Rules and/or AI Agent intents using the documented chatbot structure as the specification.

Channel Talk Documents used to power support chatbots and internal reference migrate to Gorgias Help Center Articles. We preserve article content, categorization, and metadata. Article categories in Channel Talk map to Help Center categories in Gorgias. Articles linked to chatbots in Channel Talk are flagged in the migration report so the customer can reconnect them to newly created Gorgias Rules.

Channel Talk operator accounts map to Gorgias Agent profiles. We migrate name, email, and role (operator vs admin) from Channel Talk. Seat assignment logic differs: Channel Talk distinguishes basic and operator seat types, while Gorgias uses Agent and Admin roles. We map Channel Talk operators to Gorgias Agents and Channel Talk admins to Gorgias Admins. New agent accounts are provisioned by email matching against the destination Gorgias org.

The Channel Talk chat widget embedded on the customer's website is a Channel Talk-specific configuration tied to Channel Talk infrastructure. We document the widget settings including trigger rules, appearance customization, and channel routing as a configuration artifact. The customer installs the Gorgias chat widget separately using Gorgias's widget installation guide. The Channel Talk widget must be removed from the website before the Gorgias widget is activated.

Channel Talk analytics data including response time metrics, conversation volumes, CSAT scores, and agent performance reports are aggregated platform statistics rather than individual records. These do not migrate as structured data. We recommend exporting analytics as CSV reports from Channel Talk before account changes for the customer's internal record-keeping.

Tags applied to Channel Talk contact records migrate as Customer Tags in Gorgias. We preserve the tag vocabulary and reassign each contact tag to a matching Gorgias Customer tag. Tag-based customer segmentation used for VIP outreach or CRM marketing in Channel Talk is documented for reconstruction in Gorgias using customer filters and Saved Views.