Migrate from CX Genie to Intercom

CX Genie Conversation records (message arrays with timestamps, sender identity, channel metadata) map to Intercom Conversation records with nested Part records. Each message in CX Genie becomes an Intercom Part of type 'comment' or 'note'. Conversation status (open, resolved) maps directly to Intercom's open, closed, and snoozed states. We resolve the contact reference from CX Genie against Intercom's Contact API and link the conversation to the matched Contact record before import.

CX Genie Ticket records (status, priority, assignee, linked conversation) map directly to Intercom Ticket. We preserve ticket status mapping (open, pending, resolved, closed) and map priority to Intercom's ticket priority levels. Assignee resolution requires matching CX Genie agent user email against Intercom's admin table before import so that the Ticket assignee field is satisfied.

CX Genie's flat list of Help Center articles requires restructuring into Intercom's three-tier hierarchy (Collection > Section > Article). During scoping we identify CX Genie's article categories and map them to Intercom Collections; sub-categories become Sections; individual articles become Articles within Sections. Article body content, author, and timestamps transfer directly. If CX Genie has no category hierarchy, we create a single default Collection and assign all articles to one default Section, which the customer's admin restructures post-migration.

CX Genie agent user accounts (name, email, role) map to Intercom Admin or Team Member records. We export the role designation from CX Genie (admin vs. agent) and map it to Intercom's agent role model. Intercom's inbox-based permissions replace CX Genie's channel-specific role assignments, so we configure the default Inbox membership for each migrated user.

CX Genie Teams (agent groups with member lists) map to Intercom Teams. Intercom Teams are used for routing rules and Inbox assignment. We create the Team record in Intercom, then map each CX Genie team member to the corresponding Intercom admin, and configure the Inbox-to-Team routing rule that sends conversations to the right group.

CX Genie AI Agents (prompt configuration, assigned channel, fallback-to-human settings) do not have a direct Intercom equivalent because Intercom's Fin Bot is configured as an inbox-level AI agent, not a per-channel bot. We extract the agent prompt and channel assignment from CX Genie, then document the recommended Fin Bot configuration in the migration handoff. The customer's admin configures the Fin Bot in Intercom using our documented spec. We do not migrate AI Agent configs as executable automation.

CX Genie Workflow graphs (trigger conditions, branching nodes, routing logic per channel) must be translated into Intercom Inbox Routing Rules and Fin Bot flows. Each CX Genie workflow is serialized as structured JSON documenting its trigger (user message, intent match, keyword), conditions, and actions. We deliver a written routing-rule specification per workflow, mapping the channel-assigned logic to an Intercom routing rule targeting the appropriate Inbox and Team. Complex multi-branch workflows with conditional splits exceed what can be documented for automated translation and are flagged for manual rebuild in Intercom's workflow editor.

CX Genie Channel connections (WhatsApp, Facebook Messenger, Telegram, website embed) assign channels to AI Agents. Intercom aggregates all channels into a single Inbox model where the channel identity (email, chat, WhatsApp, Facebook) is stored on the Conversation metadata rather than the agent configuration. We export channel metadata from CX Genie and configure the corresponding channel connection in Intercom. The physical re-authentication of each channel (WhatsApp Business, Facebook Messenger, Telegram Bot) is performed by the customer's admin in Intercom; we document the required steps per channel in the migration runbook.

CX Genie does not expose a documented schema for custom fields on Tickets or Conversations. We cannot migrate properties that the platform does not surface in its admin-panel export. We flag this gap during scoping and ask the customer to confirm which custom fields are present and exportable. Where CX Genie does surface custom fields, we map them to Intercom Custom Attributes on the Contact or Conversation object, creating the attribute definition in Intercom before data import.

CX Genie supports integrations with platforms such as Lark, Shopify, Facebook Messenger, and WhatsApp Business. OAuth tokens, API credentials, and connected-app configurations are not exportable from CX Genie. We document every active integration and its purpose in the migration runbook with recommended Intercom equivalents: Shopify syncs through Intercom's Shopify app; Lark requires manual re-authentication in Intercom with the same offline_access scope and redirect URI requirements documented. Connected-app reconfiguration is outside migration scope and performed by the customer's admin.