Migrate from Experia to Intercom

Experia Tickets map to Intercom Tickets with subject mapped to Ticket title, body to the initial conversation message, status to Ticket state, and priority to Ticket priority. Custom ticket fields from Experia map to Intercom Ticket attributes, but the destination ticket type and attribute schema must be pre-created in Intercom before import because Intercom's TicketAttributes field has a complex JSON structure that varies by ticket type.

Experia Customer records (requester contact information and history) map to Intercom Contacts. Email is the primary deduplication key; if Experia stores external_id, that maps to Intercom's external_id field for deduplication. Custom properties on the Experia Customer record require schema pre-creation in Intercom as custom attributes on the Contact object.

Experia Company records associate multiple Customers with a single account and map directly to Intercom Companies. Intercom requires a filter by _Id to retrieve companies unrelated to any user, so we request all Companies with a separate query to ensure unattached accounts are not missed. The Companies, CompanySegments, and CompanyContacts objects support only one querying session at a time; we sequence these queries sequentially to avoid session conflicts.

Experia Agent records map to Intercom Teammates. Role assignments (admin, agent) from Experia map to Intercom's teammate role model. We resolve agents by email match; any Experia agent without a matching Intercom Teammate is held in a reconciliation queue for the customer's admin to provision before record import.

Experia Teams group agents for routing and workload distribution and map to Intercom Teams. Team-to-Teammate assignment migrates as Intercom team membership records. Routing rules are not migrated as automation; we document the routing logic for the customer's admin to rebuild in Intercom's Workflow builder.

Experia conversation threads attached to tickets map to Intercom Conversations. The From_Type field accepts User, Lead, or Contact; we resolve the Experia requester to an Intercom Contact before creating the conversation. Full message body migrates as conversation parts, and attachments migrate as ContentDocument records linked via ContentDocumentLink. The channel type (email, chat, push) is set based on the Experia source channel.

Experia custom fields require schema discovery during the discovery audit. If the custom field is a standard data type (text, number, date, boolean), we create a corresponding Ticket Attribute in Intercom. If the custom field represents a non-standard entity (order, subscription, property), we create an Intercom Custom Object with an external_id linking it to the parent Ticket via a relationship definition.

Files attached to Experia tickets or conversations migrate to Intercom as ContentDocument records linked via ContentDocumentLink to the parent Ticket or Conversation. File size and format checks apply; large attachments may require chunked transfer. Intercom's file upload field is read-only and includes Name, Url, ContentType, FileSize, Width, and Height fields.

Experia tags categorize tickets and customers and map to Intercom Tags. We preserve tag taxonomy during migration and flag any tag values that exceed Intercom's character limits for review. If tags represent categorical data that should be structured, we recommend converting to Intercom's data attributes during scoping.

Experia stores custom properties on Customers and Companies beyond standard fields. We map these to Intercom's custom attribute system for Contacts and Companies. Text attributes on Contacts and Companies are limited to 255 characters; longer text fields (memo, description, note) require 4000-character fields which Intercom supports for specific field name patterns.