Migrate from ConSol*CM to Intercom

ConSol*CM Requests map to Intercom Conversations. Every Request field (subject, description, status, priority, category, origin channel) maps to corresponding Intercom conversation attributes. We preserve the original ConSol*CM Request ID as a custom conversation attribute consol_request_id__c for audit traceability. The primary migration challenge is that Intercom requires each Conversation to attach to an existing Contact; any ConSol*CM Request without a linked Contact requires either contact creation (using the requester's email or name) or flagging as an orphaned record for customer decision before import.

ConSol*CM Contacts with full contact information (email address required) map to Intercom Users. Contacts without an email address map to Intercom Leads. We extract every custom field group defined on the Contact model, map each field to a corresponding Intercom custom attribute, and create any missing attributes in Intercom before import. Tags and internal/external flags from ConSol*CM migrate to Intercom tags and labels.

ConSol*CM Conversations linked to Requests migrate as message threads in Intercom. Each inbound and outbound message becomes a separate Intercom Message entry with author attribution, timestamp, and internal/note flag preserved. We simulate the original message direction (customer-initiated vs agent-initiated) so conversations appear chronologically accurate in Intercom's timeline view. Attachments linked to conversations migrate as Intercom conversation attachment records with CDN-hosted URLs.

ConSol*CM Resources represent internal staff or system entities. Owner assignments on Requests map to Intercom Teammate (User) records by email lookup. Any Resource without a matching Intercom User goes to a reconciliation queue for the customer's admin to provision before the assignment phase continues. Intercom's teammate-role model (Admin, Agent, Viewer) maps from ConSol*CM's role configuration on Resources.

File attachments associated with ConSol*CM Requests and Contacts are downloaded from ConSol CM via the REST API and re-uploaded to Intercom as conversation attachment records. We handle filename deduplication (appending a numeric suffix when filenames conflict within the same conversation), verify file sizes against Intercom's 10 MB per-file limit, and preserve the original file name and MIME type in the attachment metadata.

Tags applied to ConSol*CM Requests and Contacts migrate as flat lists to Intercom tags. We extract all unique tags across the source dataset, create them in Intercom, and assign them to the corresponding migrated records. Tag naming conflicts (duplicate tags with different case or spacing) are flagged during the dry-run import and resolved before the production migration.

Knowledge base articles from ConSol*CM migrate to Intercom Articles. We extract article title, body content (HTML or markdown), author, creation date, and modification date. The article category hierarchy in ConSol*CM maps to Intercom Collections and Sections, though the structural mapping requires manual review because ConSol*CM's KB taxonomy structure differs from Intercom's three-level Collections > Sections > Articles model. Article URLs and any linked attachments require separate remapping.

ConSol*CM organizational units map to Intercom Teams. Team membership (which agents belong to which organizational units) migrates as Intercom team membership with inbox assignment. ConSol*CM's team-based permission model maps to Intercom's Inbox permissions (Manage conversations, Reply to conversations, Observe conversations) which the customer configures during the Intercom setup phase. Routing rules based on ConSol*CM team assignments are documented but require manual rebuild in Intercom's Rules engine.

ConSol*CM custom field groups define additional properties on Contact and Request objects. We extract the full field group configuration from ConSol*CM's system documentation export, create each non-standard field as an Intercom custom contact or conversation attribute, and map the field values during import. Multi-select, date, number, and text field types map to Intercom's corresponding attribute types. Any field group referencing a lookup relationship to another object requires customer decision on whether the referenced object migrates in the same scope.

ConSol*CM Process Designer workflows including activities, conditions, and decision branches cannot be exported via API. We perform a manual workflow audit during discovery: walking through each active workflow with the customer's ConSol*CM administrator, documenting the trigger conditions, sequence of activities, decision branches, and resulting actions. This documentation is delivered as a written inventory with recommended equivalents in Intercom's Rules builder or Fin AI Agent bot logic. The rebuild work is outside standard migration scope and is performed by the customer's admin team or an Intercom-certified partner.