Migrate from Chatwoot to Gorgias

Chatwoot Conversations map directly to Gorgias Tickets. Each Conversation carries status (open/resolved/pending), priority, assignee, team, inbox, and labels that map to Gorgias's Ticket status, priority, assignee, team, channel, and tags respectively. The full message thread migrates as comments on the Ticket. Chatwoot conversation priority flags (priority/low/normal/high/urgent) map to Gorgias's Ticket priority enum. The migration preserves created_at and updated_at timestamps on the Ticket record and on each Comment.

Chatwoot Contact records (name, email, phone, custom_attributes) map to Gorgias Customer records. The email field serves as the dedupe key during import. Custom attributes on Chatwoot Contacts (dropdown, text, checkbox, number) require pre-creation of matching custom fields in Gorgias via the custom-fields API endpoint before the Customer import phase. Chatwoot's built-in contact attributes (name, email, phone, picture, identifier) map directly; external identifiers and pixel IDs do not transfer.

Chatwoot Messages belonging to a Conversation migrate as Gorgias Comments on the parent Ticket. Message content, sender_type (agent/customer), attachments, and private/internal note flags transfer. We order Comments by created_at timestamp to preserve the chronological thread. Attachments stored as Chatwoot blob URLs migrate as external links on the Comment; the actual file storage must be re-hosted or re-uploaded separately because Chatwoot blob credentials do not map to Gorgias attachment storage.

Chatwoot Agents map to Gorgias Users by email match. The Agent's name, role (agent/admin), and availability status migrate. Chatwoot role names (administrator, agent) map to Gorgias role equivalents. Passwords cannot transfer between platforms for security reasons; the customer provisions new Gorgias user credentials separately or uses SSO if available. Any Chatwoot Agent without a matching email in Gorgias goes to a reconciliation queue.

Chatwoot Inboxes (website live chat, email, WhatsApp, Facebook, Twitter, API) do not transfer as configured channels because webhook URLs, page tokens, WhatsApp Business API credentials, and API keys are credentials-bound to Chatwoot's infrastructure. We export the full inbox inventory (name, channel type, agents assigned) as a configuration checklist. The customer reconfigures each channel in Gorgias using the same credentials from their providers (WhatsApp Business API, Facebook App, email provider SMTP/IMAP). The Help Desk Migration app in Gorgias supports email import configuration directly from source email accounts.

Chatwoot Teams (Business+ tier only) map to Gorgias Teams. Teams group agents and route conversations in both platforms. If the source Chatwoot account is on Hacker or Startups, no Teams exist to migrate and this step is skipped. We create the team structure in Gorgias and assign the migrated Agents to the matching Team during the User import phase.

Chatwoot Labels are string tags applied to Conversations. We export the full label taxonomy (name, color, display metadata) and remap them as Gorgias Tags on the corresponding Tickets. Label color and display metadata are not preserved because Gorgias Tags are plain string labels without color assignment at the API level. The customer can apply color manually in Gorgias if needed.

Chatwoot Canned Responses (pre-written reply templates with shortcut codes) map to Gorgias Macros. We export the full set including content, shortcut triggers, and any attached action (assign agent, add label, update status). Macro content migrates as the Macro's reply text; shortcut triggers do not transfer as triggers because Gorgias Macros are executed manually by agents rather than auto-triggered on keywords.

Chatwoot Custom Attributes attached to Conversations or Contacts (text, number, dropdown, checkbox) require schema pre-creation in Gorgias before import. We export the Chatwoot custom attribute definitions (name, type, dropdown options) and create matching Gorgias custom fields via the custom-fields API with the same name and data type. Values migrate as raw data during the Conversation and Customer import phases.

Chatwoot Help Center Articles (Startups+ tier) migrate to Gorgias Knowledge Base Articles. We export title, body (markdown), category, and locale for each article. Markdown body content transfers directly; images embedded in markdown require re-uploading to Gorgias's media library because image URLs are credentials-bound to Chatwoot's blob storage. Article category hierarchy maps to Gorgias Knowledge Base categories.

Chatwoot Automation Rules (Business+ tier only) trigger on conversation events and execute actions (assign, label, send email). The rule logic is Chatwoot-specific and does not transfer as executable code to Gorgias. We export every Automation Rule definition (trigger conditions, actions, execution order) as a written document. The customer's admin rebuilds equivalent Rules or Automations in Gorgias based on the inventory. If the source Chatwoot account is on Hacker or Startups, no Automation Rules exist to document.

Chatwoot Integrations (Slack, Webhooks, third-party bots) have credentials-bound configurations that do not transfer. We document each active integration (name, type, trigger/action mapping) as a configuration checklist. Webhook URLs, Slack channel IDs, and bot tokens must be re-created in Gorgias. The customer configures the Gorgias-Slack integration directly in Settings if Slack connectivity is needed at the destination.