Migrate from Dossier Inbox to Intercom

Dossier Inbox Conversations map to Intercom Conversation records. Each Dossier Inbox thread (identified by thread_id, subject, created date, and team assignment) becomes an Intercom Conversation with the original thread subject preserved as the Conversation title. We set the channel field (email or chat) from the Dossier Inbox source channel flag so that email threads land in the Intercom email inbox and chat sessions land in the Messenger inbox.

Individual Messages within a Dossier Inbox Conversation map to Intercom Conversation Parts. Each message's sender (name, email), recipient, timestamp, and body content transfer to the Intercom part author and body fields. Attachment references export from Dossier Inbox cloud storage and re-link in Intercom, handling any URL expiry by re-uploading directly. Messages are sequenced in Intercom by created_at timestamp to preserve conversation chronology.

Dossier Inbox Contact profiles (customer name and email from conversation participants) map to Intercom Contact records. We deduplicate by email address during import, merging contacts that appear across multiple Dossier Inbox conversations. The original Dossier Inbox contact ID is preserved in a custom Intercom attribute dossier_contact_id__c for audit and cross-reference.

Dossier Inbox group inboxes (e.g. [email protected]) configure which team mailbox a conversation routes through. We export the mailbox-to-conversation mapping and use it to configure the corresponding Intercom Inbox. The customer defines inbox structure during scoping — a single support inbox or multiple inboxes split by topic — and we apply the routing configuration before conversation import begins.

Dossier Inbox Team Members (name, email, role) map to Intercom Teammates. We resolve by email address. If an Intercom Teammate account does not exist for a given Dossier Inbox team member, we hold that record in a reconciliation queue and flag it for the customer's admin to provision before conversation import continues.

Dossier Inbox labels applied to conversations export as label names with their per-conversation assignment. We map these to Intercom Tags, creating a tag for each distinct Dossier Inbox label name. Tags attach to the migrated Intercom Conversation via the tag_resource API. Where a label name conflicts with an existing Intercom tag, we suffix it with _from_dossier to avoid collision.

File attachments on Dossier Inbox messages are exported from the linked cloud storage provider (Box, Dropbox, Google Drive, or OneDrive as configured in Dossier Inbox) and re-uploaded to Intercom as conversation attachments. We handle batch splitting when attachment count exceeds Intercom's per-conversation attachment limit, distributing files across multiple parts of the same conversation thread.

Dossier Inbox website chat widget sessions export as separate conversation records with a source_channel flag set to chat. We set the Intercom Conversation source_type to chat during import so these sessions land in the Messenger inbox rather than the email inbox. The customer verifies widget configuration in Intercom post-migration to ensure the new Messenger captures ongoing sessions from the point of cutover.

If Dossier Inbox internal note threads exist as distinct message records (not visible to end customers), we flag them during discovery and discuss the appropriate handling: import as internal Intercom notes on the Conversation, or exclude from migration if the notes are operational context not required in the destination. The customer chooses the handling during scoping.

Dossier Inbox conversation-level metadata — original mailbox account, assigned team member, conversation status, and any custom properties — maps to Intercom custom conversation attributes. We create the custom attribute schema in Intercom before import using the Attributes API, mapping each Dossier Inbox field to a typed Intercom attribute (string, number, date, or boolean).