Migrate from Chatwoot to Intercom

Chatwoot Conversations map to Intercom Conversations (Tickets). Each conversation carries status (open/resolved/pending), priority, assignee, team, inbox, labels, and a full message thread. We preserve the conversation status as Intercom's open/closed/snoozed state, resolve assignee by email against imported Users, and carry priority as a custom conversation attribute. Message arrays are re-imported as conversation parts in chronological order by created_at timestamp. Attachments stored as URLs are re-uploaded to Intercom's file storage and linked to the conversation part.

Chatwoot Contacts with email addresses map to Intercom Users. Contacts without email map to Leads. Standard attributes (name, email, phone, custom_attributes) migrate directly. We create the Intercom contact record first so that conversation imports can reference the User/Lead by external_id. Custom attributes require pre-creation of corresponding custom data attributes in the Intercom workspace before import.

Chatwoot Messages belong to Conversations and carry content, sender_type (agent/customer), attachments, and private notes. We preserve message order by created_at timestamp. Agent messages become conversation parts from the assigned User; customer messages become parts from the contact. Private notes in Chatwoot map to internal Intercom notes. Attachments are re-uploaded and linked to the conversation part.

Chatwoot Inboxes (Website Live Chat, Email, WhatsApp, Facebook, Twitter, API) map to Intercom Inboxes. Channel configuration (webhook URLs, page tokens, WhatsApp template IDs, API keys) does not transfer between platforms and must be re-configured manually in Intercom for each channel. We document the source inbox types and the channel configuration requirements so the customer's admin sets up the equivalent inboxes before migration.

Chatwoot Agents (user accounts with email, name, role, and availability status) map to Intercom Users. Role assignment migrates as Intercom team membership. Availability status is set at migration time; agents start as offline and can be set to online after migration. Passwords cannot transfer; users receive email invitations to set their own passwords. Agents without email addresses are flagged during scoping for manual resolution.

Chatwoot Teams (Business and Enterprise tiers only) group agents and route conversations. Teams migrate to Intercom Teams with the same agent membership. If the source is on Hacker or Startups tier, no Teams exist to migrate. We create matching Team structures and configure Inbox assignment rules in Intercom during migration. Teams without a Chatwoot equivalent are created as Intercom Teams for organizational clarity.

Chatwoot Labels are string tags applied to Conversations. They migrate as Intercom Tags on the mapped conversation. Label color and display metadata are Chatwoot-specific and do not transfer; Intercom Tags are text-based. We export the full label taxonomy and re-apply each label to migrated conversations by conversation ID. Tag counts are reconciled against the source label counts post-import.

Chatwoot Custom Attributes (text, number, dropdown, checkbox) attach to Conversations or Contacts. Intercom requires custom data attributes to be pre-created in the workspace before import. We create matching attributes in Intercom during the schema preparation phase, preserving the attribute type (string, number, dropdown options, boolean). Values are migrated as raw data. Downstream automation references to these attributes require rebuilding in Intercom Workflows post-migration.

Chatwoot Canned Responses are pre-written reply templates with shortcut codes. They map directly to Intercom Saved Replies. Shortcut triggers migrate as the Saved Reply shortcut. Content migrates as-is. We export the full canned response set including shortcut triggers and apply them to the Intercom workspace. Saved Reply grouping by category does not exist in Chatwoot, so all migrate as ungrouped.

Chatwoot Automation Rules (Business tier and above) trigger on Events (conversation created/updated) and execute Actions (assign, label, send email). Rule logic is platform-specific and cannot transfer as code. We export every Automation Rule with its trigger, conditions, and actions into a written inventory document. The customer's admin rebuilds equivalent Workflows in Intercom. If the source is on Hacker or Startups tier, no Automation Rules exist to document.

Chatwoot Help Center Articles (Startups tier and above) have title, body (markdown), category, and locale. They migrate to Intercom Articles and Collections. We export the full article tree and re-import the content into Intercom's Help Center. Article URLs, slug structure, and category hierarchy require manual reconstruction in Intercom's content management UI. If the source is on Hacker tier, no Help Center exists to migrate.

Chatwoot SLA Policies (Enterprise Edition only) define first-response and resolution time targets per priority level. Intercom does not have a native SLA Policy object; SLA compliance tracking requires third-party apps or custom reporting. We export SLA Policy definitions and compliance metrics into a written document. The customer configures equivalent SLA monitoring in Intercom using Workflows and reporting or a compatible AppExchange SLA tool.