Migrate from CX Genie to Zendesk

CX Genie conversation threads (customer messages, AI Agent responses, human handoff messages, and system events) map to Zendesk Ticket comments in chronological order. We extract each message as a timestamped comment with the author attributed to either the end-user (requester) or the agent (assignee). The originating channel (WhatsApp, Facebook Messenger, Telegram, website) is preserved as a tag on the ticket. Multi-turn AI conversations collapse into a single thread mapped to the parent ticket created at handoff.

CX Genie Tickets (status, priority, assignee, linked conversation) map directly to Zendesk Tickets. CX Genie ticket status (open, resolved) maps to Zendesk Ticket Status with a configurable mapping table. Priority maps to Zendesk Priority (low, normal, high, urgent). Assignee resolves by email match against the Zendesk User table. CX Genie does not expose a documented custom field schema; any custom ticket properties in CX Genie are flagged and migrated as ticket tags or description appends if surfaced in the admin export.

CX Genie AI Agent configurations (prompt templates, fallback-to-human settings, assigned channel) are not directly migratable to Zendesk because Zendesk's Intelligent Triage and AI suggestions are configured within the platform rather than imported. We extract the Agent manifest (name, assigned channel, prompt summary, handoff threshold settings) and deliver it as a written configuration document so your admin can recreate the equivalent routing logic in Zendesk's AI features or as Trigger conditions.

CX Genie Workflow graphs (trigger conditions, branching nodes, action blocks, saved flow references) are serialized as structured JSON during extraction but cannot be imported into Zendesk as Workflows because the platforms use incompatible automation models. We deliver a written Workflow inventory with each workflow's trigger event, branching logic, action sequence, and channel assignment, with a Zendesk Trigger and macro equivalent recommendation per workflow. Your admin rebuilds these in Zendesk Admin.

CX Genie Help Center KB articles (title, body content, category, multilingual labels) map to Zendesk Guide articles. We extract article HTML content and section assignments, then import them into Zendesk Guide via the Help Center API or CSV with section mapping. Article-to-category assignments migrate as Guide Section hierarchy. Multilingual labels are preserved as article locale variants if your Zendesk Guide plan supports multi-language.

CX Genie Teams (agent group name and member list) map directly to Zendesk Groups. Team names migrate as Group names; team member email addresses resolve to Zendesk User records. We preserve the team-to-member assignment as Group membership in Zendesk Admin.

CX Genie Agent user accounts (name, email, role, assignment rules) map to Zendesk User records with the Agent role. We extract user profiles from CX Genie's admin panel export and create Zendesk Users with matching names and email addresses. Role scopes (admin, agent) map to Zendesk's role model. CX Genie login credentials do not transfer; agents receive Zendesk password setup invitations during cutover.

CX Genie channel assignments (WhatsApp Business API, Facebook Messenger page, Telegram bot, website embed) are exported as metadata. The physical channel connections (OAuth tokens, WhatsApp Business API credentials, Facebook webhook URLs) are platform-specific secrets that cannot be extracted and must be reconfigured manually in Zendesk's channel frameworks. We document each channel's current configuration in CX Genie as a setup reference for your admin to recreate in Zendesk Admin > Channels.

CX Genie does not expose a documented schema for custom fields on Tickets or Agents. We cannot migrate custom properties that the platform does not surface in its admin-panel export. We audit the export during scoping and flag any custom field data found. Where no export exists, we coordinate with the customer to identify custom fields manually and document them as Zendesk custom ticket field requirements for your admin to create post-migration.

CX Genie integrations with Lark, Shopify, Facebook Messenger, WhatsApp, and third-party CRMs use OAuth credentials and tokens that are not exportable. The Lark OAuth configuration in particular requires the offline_access scope and a precise redirect URI that must be reconfigured from scratch in the destination platform. We document every active connected app and its configuration parameters in the migration runbook; your admin re-authenticates each one in Zendesk Admin > Integrations.