Migrate from CX Genie to Gorgias

CX Genie Tickets (support cases routed to human agents) with status, priority, assignee, and linked conversation map directly to Gorgias Ticket. We extract ticket records from CX Genie's admin panel export and import via Gorgias's POST /tickets endpoint. CX Genie's conversation-linked message arrays migrate as Gorgias message records under the ticket. The source ticket ID is preserved in a custom field cxgenie_ticket_id__c for audit traceability.

CX Genie Conversation records (chat sessions between customers and AI Agent) export as chronological message arrays with timestamps and content. We map each message to a Gorgias Message record linked to the corresponding migrated Ticket. Channel attribution (WhatsApp, website, Telegram, Facebook Messenger) becomes the Gorgias Message channel field. Message sender type (customer, agent, bot) maps to the Gorgias Message sender type field.

CX Genie AI Agent configurations (name, assigned channel, prompt configuration, fallback-to-human settings, multilingual intent detection) cannot be exported as machine-readable data because CX Genie has no public API. We extract the Agent manifest from admin-panel screenshots or exported configuration reports where available, and deliver a written specification document that maps each CX Genie Agent's prompt, trigger conditions, and channel assignments to Gorgias AI Agent configuration equivalents. The customer's admin rebuilds the agents in Gorgias using this specification.

CX Genie Workflows are visual chat automation trees with trigger conditions and branching nodes, active on one channel at a time. We serialise the workflow graph as structured JSON from admin-panel screenshots or exported logic trees where available. Because Gorgias uses a rule-based Macros and Rules engine rather than a visual flow tree, we deliver a written automation inventory that documents each CX Genie workflow's trigger, conditions, branching logic, and actions with a recommended Gorgias Rule or Macro equivalent. The customer's admin rebuilds these in Gorgias's Rules editor.

CX Genie agent user accounts with login credentials, roles, and assignment rules map to Gorgias Users. We export user profiles including name, email, role (admin, agent), and team membership. In Gorgias, we create matching User accounts with equivalent role scopes. If the customer's Gorgias plan uses Google or Microsoft SSO, we configure the identity provider mapping during user provisioning.

CX Genie Teams (groups of support agents) export with names and member lists. Teams map directly to Gorgias Teams. We resolve team membership by matching agent email addresses against the migrated User records. Team assignment rules (which team handles which ticket type or channel) are documented in the Workflow inventory for manual rebuild in Gorgias's routing configuration.

CX Genie Help Center articles export as content with category assignments. We import articles into Gorgias Knowledge Base via the POST /knowledge-base/articles endpoint, preserving article title, body content (rich text), author, creation date, and update date. Article categories become Gorgias Knowledge Base sections. Article-to-category assignments migrate via field mapping. CX Genie's multilingual article labels (55+ languages supported) are preserved where the export includes language-tagged content.

CX Genie Channels (WhatsApp, Facebook Messenger, Telegram, website embed) assigned to AI Agents are exported as metadata. Channel configuration (connection tokens, phone numbers, Facebook Page IDs) cannot be exported because OAuth credentials are platform-bound. We document each active channel connection and its assigned Agent in the migration runbook. The customer's admin re-authenticates each channel in Gorgias's integration settings (WhatsApp Business, Facebook, Instagram, Telegram, live chat widget) post-migration.

CX Genie does not expose a documented schema for custom fields on Tickets or Agents. We flag this gap during scoping and cannot migrate custom properties that the platform does not surface in its data export. For any CX Genie data that includes informal custom fields captured in ticket notes or message content, we parse and migrate as ticket message content rather than structured fields. Gorgias supports custom fields on Tickets and Customers via the API with type and priority parameters; if the customer uses custom properties in CX Genie that appear in exported data, we can create matching Gorgias custom fields during schema setup.

CX Genie integrations with Lark, Shopify, and third-party CRMs store OAuth tokens and connection credentials that are not exportable. We document each connected app, the data it syncs, and the authentication scope required. The customer's admin re-authenticates each integration in Gorgias's App Store or via OAuth configuration post-migration. For Shopify specifically, Gorgias provides a native Shopify integration that the admin connects with read/write permissions for order and customer data.

CX Genie customer records (external users who initiate conversations) export with name, email, and any attached metadata. We import into Gorgias as Customers via POST /customers. The customer's email address is the primary dedupe key. CX Genie conversation history attached to the customer migrates as message content under the corresponding Gorgias Ticket for that customer. Order data from Shopify (if the CX Genie Shopify integration was active) re-syncs automatically when the Gorgias Shopify integration is connected post-migration.

CX Genie's Lark (feishu) integration requires the offline_access OAuth scope and a precise redirect URI (https://app.cxgenie.ai/integrations/lark). Apps must be published in the Lark Developer Console before the integration activates. These settings are not portable. We document the Lark integration configuration in the migration runbook and flag that the customer must publish a corresponding app in the Lark Developer Console with the matching redirect URI before reconnecting in Gorgias's Lark integration settings.