Migrate from Dossier Inbox to Gorgias

Dossier Inbox Conversations map to Gorgias Tickets as the primary record container. Each conversation thread becomes one Ticket with the conversation subject as Ticket subject and the original created timestamp preserved. We export conversations by channel type (email vs chat) and set the Gorgias channel field accordingly so that email threads land in the email channel and chat sessions in the live chat channel.

Individual emails and chat messages within a Dossier Inbox Conversation map to Gorgias Ticket Message records. Each message carries sender, recipient, timestamp, body content, and attachment references. Messages are sequenced in arrival order within the parent Ticket. We resolve the sender against the migrated Contact record using email as the matching key.

Dossier Inbox Contact profiles (customer names, email addresses, metadata) map to Gorgias Customer records. We extract contacts from conversation participants and deduplicate by email address before import. If a customer email appears across multiple conversations, we merge into a single Gorgias Customer record with all associated Tickets linked.

Dossier Inbox group inboxes (e.g. [email protected]) map to Gorgias Inbox configurations. We export the mailbox name and associated email address and configure them as a routing destination in Gorgias during setup. Customers with multiple group inboxes receive corresponding Inbox records in Gorgias.

Dossier Inbox Team Member records (name, email, role) map to Gorgias Agent records. We resolve agents by email match against the destination Gorgias workspace. Any Team Member without a matching Agent is assigned to a default agent queue for the customer admin to provision post-migration.

Dossier Inbox conversation labels map to Gorgias Tags. We export all label assignments per conversation and create corresponding Tag records in Gorgias during migration. If a label name contains characters not supported by Gorgias tag naming, we sanitize to alphanumeric and hyphens. The customer chooses whether to apply tags on import or defer tagging for post-migration review.

File attachments on Dossier Inbox messages are exported to cloud storage (Box, Dropbox, Google Drive, OneDrive as available from the source configuration) and re-linked in Gorgias against the corresponding Ticket Message. We handle attachment size limits by splitting oversized batches across multiple import jobs. Inline images within message bodies migrate as embedded references within the message body content.

Website chat widget sessions from Dossier Inbox map to Gorgias Tickets with channel set to live-chat. These sessions are exported separately from email conversations because they carry a distinct source flag and conversation metadata (e.g. page URL, chat widget ID). We preserve the original chat start timestamp and any chat-specific attributes as custom ticket fields in Gorgias.

Email conversations from Dossier Inbox Mailbox Accounts map to Gorgias Tickets with channel set to email. The original subject line becomes the Ticket subject. Thread grouping is preserved by mapping the Dossier Inbox thread ID to a Gorgias external_id field for reference and deduplication if the customer runs a subsequent delta migration.

Dossier Inbox conversation metadata (assigned team member, label set, mailbox source, created timestamp, last updated timestamp) migrates to standard and custom fields on the Gorgias Ticket. We map created_at to Ticket created_at and updated_at to a custom timestamp field if the customer requires full audit history in the destination.

If Dossier Inbox stores internal note threads within a conversation, we identify them by sender matching an internal team member and export them separately. Internal notes import into Gorgias as Ticket internal messages that are visible to agents but hidden from customers. We flag any conversation containing internal notes for explicit review during scoping.

Dossier Inbox integrates with Slack for notification routing. This configuration does not migrate because it is a platform-specific integration. We deliver a written inventory of the Slack channels and notification rules configured in Dossier Inbox so the customer's admin can rebuild equivalent routing in Gorgias using the Gorgias-Slack integration, which requires re-authentication and re-configuration post-migration.