Migrate from Crisp to Intercom

Crisp Conversations are the primary thread object and map directly to Intercom Tickets. Each Crisp Conversation carries a website_id reference, a contact reference, a nested set of Messages, and operator assignments. We map these to Intercom Tickets with state (open, resolved, snoozed), assignee, and the original channel metadata preserved. Conversation created_at and updated_at timestamps migrate to Ticket created_at and updated_at.

Messages nested inside Crisp Conversations map to Intercom Parts attached to a Ticket. We preserve message body content, author metadata (operator vs visitor), timestamp, and attachment URLs. The author identity resolves to the mapped Intercom User or stays as visitor attribution. Note that Intercom Parts do not support the same inline image behavior as Crisp; image-only messages that were sent as separate responses in Crisp may need consolidation during review.

Crisp Contacts (CRM module, Essentials+ tier) map to Intercom Contacts. Standard fields (email, name, phone) migrate directly. All Crisp custom properties map to Intercom custom attributes, which Intercom creates at migration time using the attributes API. For Free or Mini tier accounts where the CRM module is not accessible via UI, we export directly from the Crisp /contacts REST endpoint using an API key, which is available regardless of tier. We chunk exports at 200K records and deduplicate on contact_id across passes.

Crisp Operators map to Intercom Users. We resolve operators by email match. Role-based permissions (admin vs agent) map to Intercom's permission groups. Any Crisp Operator without a matching email in the destination Intercom workspace is flagged for the customer to provision before migration resumes. Seat count must fit within the destination Intercom plan's user limits.

Crisp Tags applied to Conversations carry over as Intercom Labels. Tags are stored as label strings on the conversation thread in Crisp and become Label records associated with Tickets in Intercom. We extract the full tag set from the Conversations API and bulk-associate them with migrated Tickets.

Crisp Segments are dynamic filter rules defined against Contact properties (Essentials+). We export the segment rule definitions as structured metadata (rule logic, property names, operators, values) and surface them in a written handoff document. Intercom Admins reconstruct these as Segments using Intercom's segment builder. Automated campaign triggers tied to Segments require rebuild as Intercom workflows.

A Crisp Website represents a configured chat widget tied to a domain. Websites hold widget settings, enabled channels, and routing rules. For multi-website accounts, we map each Website to a corresponding Intercom Inbox or collection. Widget settings (theme, colors, greeting messages) are exported as configuration snapshots for the customer to reapply in Intercom's widget customization panel.

Crisp Canned Responses use %placeholder% variable syntax (e.g., %session.nickname%). We export these as structured text with placeholders intact and flag them for manual review in Intercom's Saved Replies. Intercom Saved Replies use a different placeholder format (e.g., {{contact.name}}) and the customer adapts the templates during the rebuild phase.

File attachments uploaded to Crisp Messages are stored as URLs referencing Crisp's file storage. We preserve attachment URLs and re-upload files to Intercom's file storage during migration, ensuring attachment links work inside migrated Tickets without referencing the Crisp CDN.

Crisp Contact custom properties (stored as dynamic key-value pairs in the CRM module) map to Intercom custom attributes on the Contact object. We enumerate all distinct property keys during discovery, create the corresponding attributes in Intercom via the attributes API, and map values during Contact import. Property type inference (string, number, date, boolean) is resolved against the actual data during the transform phase.