Migrate from Enchant to Gorgias

Enchant Conversations map to Gorgias Tickets. Each conversation becomes a single ticket with the originating channel preserved (email, chat, phone, social). Message threading, internal notes, and shared drafts migrate as message records attached to the ticket. We use Enchant's conversation export and resolve the customer reference by email match against the Gorgias customer table. Status mapping: Enchant Open/Closed becomes Gorgias open/pending/solved based on the conversation state at export time.

Enchant customer profiles (name, email, phone, company, custom properties, tags) map to Gorgias Customer records. We dedupe by email address during import. Enchant custom properties migrate to Gorgias custom fields on the Customer object using the custom-fields API endpoint. Customer activity timeline is reconstructed in Gorgias by linking migrated tickets to the customer record.

Enchant Channels (email, phone, SMS, WhatsApp, Facebook, Instagram) map to Gorgias channel types. Each channel connection in Gorgias requires separate setup (SMTP credentials, API keys, social integrations), which is outside migration scope. We document which channels are active in Enchant so the customer enables equivalent integrations in Gorgias before cutover.

Enchant Inboxes group conversations by team or function. We map each Enchant Inbox to a Gorgias Team with the same name and agent membership. Inboxes with complex routing rules require manual review during scoping because Enchant routing rules are not exported. We flag inbox-to-team mappings that rely on rule-based assignment so the customer can rebuild equivalent routing in Gorgias Rules.

Enchant knowledge base articles migrate to Gorgias Help Center articles with content, categories, and publication status preserved. Article attachments are downloaded and re-uploaded. Enchant article URLs use slug-based routing that does not include IDs; Gorgias generates new URLs. We deliver a redirect map (old Enchant URL to new Gorgias URL) so inbound links in customer communications or documentation do not break. Internal snippets migrate as internal knowledge base articles in Gorgias.

Enchant agent profiles (name, email, role, availability settings) map to Gorgias Users. We match by email address. Enchant Admin and Agent role levels map to Gorgias admin and agent roles. If Enchant uses the Advanced Security add-on for SSO, the customer provisions equivalent SSO in Gorgias (available on Basic plan and above) before agent records migrate.

Enchant tags on conversations and customers migrate to Gorgias Tags. Multi-tag associations per record are preserved. We extract tag names from conversation exports and apply them to the corresponding ticket in Gorgias using the tags API. Tag taxonomy and naming conventions are preserved as-is; no tag consolidation is performed unless explicitly requested.

Enchant CSAT ratings attached to resolved conversations migrate as Gorgias satisfaction survey records linked to the originating ticket. Historical rating distributions are preserved for reporting continuity. We map Enchant's rating scale (1-5 or thumbs up/down depending on configuration) to Gorgias's CSAT survey response format.

File attachments in Enchant conversations are downloaded and re-uploaded to the corresponding Gorgias ticket message. Original filenames are preserved. Attachments stored in third-party integrations (Google Drive links, Dropbox references) are flagged during scoping because the linked file may not be accessible post-migration if the integration is not reconnected in Gorgias.

Enchant workflow rules (auto-assignment, routing conditions, trigger actions) are not exposed via export. We document existing automations during scoping with screenshots of rule configurations and deliver a written workflow inventory mapping each Enchant workflow to an equivalent Gorgias Rule or Macro. The customer's admin rebuilds automations post-migration using Gorgias's rule builder.

Enchant canned responses migrate to Gorgias Macros. We extract canned response text and any merge fields from Enchant's UI-based export. Gorgias Macros support templates, attachments, and automated actions (assign, tag, status change) that map to Enchant canned response behavior. Macros are recreated in Gorgias manually or via the macros API using the extracted content.

Enchant phone channel conversations and call log metadata require separate handling. Call recordings and voicemail attachments are not always included in standard conversation exports. We request separate call log downloads from Enchant support during scoping and map them to their originating conversations. If call recordings are critical for compliance or customer history, we plan a dedicated extraction pass and note the file format for re-attachment in Gorgias.