Migrate from Enchant to Intercom

Enchant Customers map directly to Intercom Contacts. We migrate name, email, phone, company name, custom properties, and tags. Enchant's company field maps to Intercom's company association (created separately if it does not already exist). Custom properties on Enchant customers require pre-creation of corresponding Intercom custom attributes before migration; Intercom requires custom attributes to exist before API import can map values to them.

Enchant stores company name as a field on the Customer record rather than as a separate object. We extract company values during customer migration and create Intercom Company records for each distinct company name. Contacts are then linked to their parent Company via the company_id relationship in Intercom. This 1:N structure allows multiple Contacts to associate with the same Company in Intercom's data model.

Enchant Conversations map to Intercom Conversations by default. Enchant conversations with complex attributes (priority, custom SLA tracking, multi-step resolution) map to Intercom Ticket type for structured attribute storage. We identify which Enchant conversations warrant Ticket treatment based on the presence of custom fields, SLA metadata, or conversation complexity flagged during discovery. Internal notes in Enchant become Intercom notes (teammate-only, not visible to the customer).

Enchant's Channel concept (email, phone, SMS, WhatsApp, Facebook, Instagram) maps to the channel field on each Intercom conversation message. Phone channels require special handling: call recordings and voicemail attachments do not always export in standard conversation downloads, so we request separate call log downloads from Enchant support during scoping. The originating phone conversation is linked to its call metadata post-import.

Enchant Inboxes represent team or function groupings that consolidate conversations. We map each Enchant Inbox to a corresponding Intercom Team. Agent assignments within each Inbox are preserved as Intercom teammate assignments on migrated conversations. Inboxes with complex routing rules require documentation during discovery because the routing logic is not exportable and must be rebuilt as Intercom workflow rules.

Enchant knowledge base articles migrate to Intercom Help Center articles within collections. Article content, categories, and publication status transfer. We preserve the original article slug in a custom field for the redirect map. Attachments embedded in articles are downloaded from Enchant and re-uploaded to the corresponding Intercom articles. Internal snippets migrate as draft articles visible only to teammates or as saved replies in Intercom's templates section.

Enchant knowledge base categories map to Intercom Help Center collections. The hierarchical parent-child relationship between categories is preserved as nested collection structure in Intercom. Collection order and visibility settings (public, teammates-only) migrate to Intercom's collection configuration.

Enchant agent profiles (name, email, role, availability settings) map to Intercom teammates. We match agents by email. Enchant's inbox admin versus restricted user roles map to Intercom's admin versus member roles. Any Enchant agent without a matching Intercom workspace is placed in a reconciliation queue for the customer's admin to provision before record import resumes.

Tags applied to Enchant Conversations and Customers migrate to Intercom Labels. Multi-tag associations per record preserve. Labels in Intercom apply to both conversations and contacts, matching Enchant's tag behavior across both object types.

Enchant CSAT ratings attached to resolved conversations migrate as Intercom conversation ratings linked to their originating conversations. The rating score (1-5 or thumbs up/down depending on Enchant configuration) and any associated rating comment transfer. Historical rating distributions are preserved for post-migration reporting continuity. Intercom's rating metric is aligned with Enchant's rating format during migration setup.

File attachments in Enchant conversations are downloaded and re-uploaded to Intercom conversation threads, preserving original filenames. Attachments linked from third-party integrations (e.g., Google Drive links in conversation bodies) are preserved as URL references. If attachment files are not directly accessible via Enchant's UI export, we flag them during scoping and request manual download assistance from the customer's Enchant admin.