Migrate from CX Genie to Zoho Desk

CX Genie AI Agents carry a name, assigned channel, prompt configuration, fallback-to-human settings, and multilingual labels. There is no direct Zoho Desk equivalent because Zoho Desk uses Zia, its own AI layer, for ticket routing and auto-suggest. We export the Agent manifest as a structured JSON document and map the channel assignment to Zoho Desk's channel routing configuration. The prompt configuration and fallback rules are documented as a Zia Skills specification for the customer's Zoho Desk admin to configure against the AI layer post-migration.

CX Genie Workflows are visual automation trees with a single trigger condition per workflow and branching nodes. We serialise the workflow graph as structured JSON, preserving trigger type, condition branches, action nodes, and delay steps. Because Zoho Desk Blueprint uses a different data model, we do not migrate workflows as executable code. Instead, we deliver a written Blueprint specification document that maps each CX Genie workflow trigger, condition, and action to the equivalent Zoho Desk Blueprint element, ready for manual rebuild.

CX Genie conversation histories contain chronological message arrays with timestamps, sender roles (customer or AI), and message content. We split each conversation into a Zoho Desk Ticket as the parent record, with message content imported as Ticket Thread entries in chronological order. The original message timestamps are preserved as thread entry timestamps. If the CX Genie conversation includes escalation events (AI-to-human handoff flags), these become internal Ticket Comments in Zoho Desk.

CX Genie Ticket records with status (open, resolved, pending), priority, assignee, and linked conversation map directly to Zoho Desk Ticket. The CX Genie ticket number becomes a custom field cx_ticket_number__c for cross-reference. Priority values (low, medium, high, urgent) map to Zoho Desk Priority. The assignee email resolves to the corresponding Zoho Desk Agent record created from the Users migration phase.

CX Genie Help Center articles carry title, body content (rich text), category assignment, multilingual labels, and an active/draft status. We export articles as structured JSON and import them to Zoho Desk Knowledge Base. Article-to-category assignments are preserved by mapping CX Genie category names to Zoho Desk category names during import. Draft articles migrate with their draft status. KB article attachments (images and documents) migrate as file attachments in Zoho Desk, though the attachment import requires manual upload for files exceeding the Zoho Desk attachment size limit of 20 MB.

CX Genie Teams are groups of support agents with a team name and member list. We map Teams to Zoho Desk Departments, preserving the team name as the department name and the member assignments as Agent-to-Department assignments. If a CX Genie agent belongs to multiple Teams, we assign the agent to the primary Department and note the secondary membership in the agent's profile for the customer's admin to reconcile.

CX Genie User accounts carry login email, display name, role scope (admin, agent), and assignment rules. We export user profiles and recreate them as Zoho Desk Agents, mapping role scopes as follows: CX Genie admin maps to Zoho Desk admin with Setup access, and CX Genie agent maps to Zoho Desk agent with standard ticket assignment permissions. Login credentials do not migrate; agents receive Zoho Desk invitation emails to set their own passwords.

CX Genie Channel records store metadata for WhatsApp Business, Facebook Messenger, Telegram, and website chat widget connections. Channel configuration itself (OAuth tokens, phone number associations, webhook URLs) is not exportable from CX Genie. We document each active channel's connection parameters for the customer's admin to reconfigure manually in Zoho Desk's multi-channel setup. The channel-to-agent routing assignments migrate as Zoho Desk channel routing rules.

CX Genie does not expose a documented schema for custom fields on Tickets or Agents. If the customer has added custom fields through CX Genie's admin panel, we flag each one during scoping and assess whether the values are present in the admin-panel export. We cannot migrate custom properties that are not surfaced in the export. Any identified custom fields are documented with their data type and migrated as Zoho Desk custom fields if the values are extractable.

CX Genie integrations with Lark, Shopify, and third-party CRMs store OAuth credentials and API tokens that are not exportable. We document each active integration with its connection parameters, OAuth scope, and redirect URI so the customer's admin can re-authenticate in Zoho Desk. The Lark integration requires the offline_access scope and a specific redirect URI (https://app.cxgenie.ai/integrations/lark); this must be reconfigured in Zoho Desk's Lark integration settings post-migration.

CX Genie's Shopify integration may carry product references from the connected Shopify store. We extract product records from CX Genie's data export and import them as Zoho Desk Products, mapping product name, SKU (from Shopify product_id if available), and description. Product-to-ticket linking via CX Genie's product context migrates as a custom field on the Zoho Desk Ticket.

CX Genie supports tagging conversations with labels for classification and routing. Tags export from the admin panel and import as Zoho Desk Tags on the corresponding Ticket records. If a tag name collides with a Zoho Desk system tag, we append a prefix (cx_) to preserve the original label without data loss.