Migrate from CommBox to Gorgias

CommBox Conversations — the primary object spanning all channels — map directly to Gorgias Tickets. Each conversation's full thread (inbound messages, agent replies, internal notes) transfers with timestamps, channel source tag, agent attribution, and customer association preserved. We normalize channel metadata so that WhatsApp, email, voice, and social source indicators appear as Gorgias channel tags on each ticket rather than as separate conversation records.

CommBox Customer records map to Gorgias Customers with name, email, phone, timezone, and language preserved. Customer identity is preserved as the dedupe key during import. Any custom properties stored on the CommBox customer profile card are extracted as structured key-value pairs and mapped to Gorgias Customer custom fields (see Custom Fields entry). Historical conversation count and last-contact date transfer as metadata fields.

CommBox custom fields on customer profiles that relate to ticket context (e.g., ticket_priority, issue_category, escalation_level) map to Gorgias Ticket-level custom fields. Gorgias maintains a separate API endpoint for Ticket custom fields versus Customer custom fields (/api/custom-fields with object_type=Ticket). We perform field-level discovery during scoping to categorize each CommBox custom field by its attachment object and map accordingly. Custom fields without a Gorgias equivalent are flagged for the customer to define before migration runs.

CommBox custom fields that represent customer profile attributes (e.g., CRM_ID, membership_number, birth_date, preferred_language) map to Gorgias Customer-level custom fields. Gorgias supports string, boolean, number, and date custom field types for Customer objects. We extract every tenant-defined custom field from the CommBox environment during discovery, classify it by data type and semantic use, and map each to the equivalent Gorgias Customer custom field with the correct managed_type definition.

CommBox Agent profiles (name, email, team assignment, role) map to Gorgias Agents. We resolve agents by email match against the destination Gorgias workspace. Agent-to-conversation attribution migrates as ticket assignee references, preserving which agent handled each conversation thread. Agents without a matching destination account go to a reconciliation queue for the customer's admin to provision before record import resumes.

CommBox Teams map to Gorgias Teams for inbox routing and SLA assignment. Team membership, team name, and team-level routing targets transfer. Gorgias team-based routing is configured post-migration based on the Routing Rules Inventory we deliver during scoping.

CommBox conversation tags (applied for categorization across channels) map to Gorgias ticket tags. Tag labels and their association with conversation records export from CommBox and load into Gorgias with the same label. Gorgias tag schema supports multiple tags per ticket; we preserve all CommBox tag associations as a comma-separated or multi-value tag list on each ticket.

File attachments embedded in CommBox conversations (inline images, PDFs, screenshots) are extracted via the CommBox media API and re-associated with their parent ticket in Gorgias. Both inline message attachments and ticket-level file uploads migrate with their original filename and MIME type preserved. Voice call recordings migrate as audio attachments if the destination Gorgias workspace has call recording enabled.

CommBox Commsite knowledge base articles (title, body content, categories, publish status) map to Gorgias Help Center articles. We export article body content including text and basic formatting; media embeds are extracted and re-associated as linked media assets. Article category structure maps to Gorgias Help Center categories. Publish status (published, draft, archived) transfers directly.

CommBox AssignX routing rules — conditions and actions that assign conversations to agents or teams — have no documented export endpoint and do not migrate as code. We capture screenshots and configuration details of every active routing rule during discovery and deliver a Routing Rules Inventory document that describes each rule's trigger, conditions, assignee, and priority. The customer's Gorgias admin uses this document to configure equivalent routing rules post-migration. This is a manual-rebuild task, not an automated transfer.

CommBox SLA configurations (response and resolution timers per channel or team) export as structured metadata. We transfer SLA definitions including timer duration, business hours settings, and channel scope so the customer's admin can configure equivalent Gorgias SLA policies. SLA-to-ticket association migrates as a reference field on each ticket.

CommBox channel records (WhatsApp, email, voice, chat, social) map to Gorgias channel tags. Each conversation is tagged with its channel origin so the destination system reflects the same omnichannel picture. Voice channel metadata (call duration, disposition, recording URL if available) transfers as structured fields on the ticket rather than as a separate call record object.

CommBox's proprietary automation engine (AutoX workflow scripts, IntentX intent classification, AssignX routing logic, TransformX AI suggestion engine) stores logic in a platform-native format with no export mechanism and no standard data equivalent. We do not migrate these as code. During discovery we document the automation architecture — every trigger, condition, action, and AI model configuration — and deliver an Automation Inventory document that describes each script's purpose, behavior, and recommended Gorgias Automate equivalent. Rebuilding this logic in Gorgias is a separate post-migration configuration task for the customer's admin team.