Migrate from FocalScope to Intercom

FocalScope Tickets map to Intercom Conversations. Each ticket's full email or chat thread migrates as a series of Conversation Parts, preserving message author (agent vs customer), timestamp, and message body. The FocalScope ticket number is stored as a custom attribute focalscope_ticket_id__c for audit traceability. Open tickets migrate as open Conversations; resolved tickets migrate as closed. Voice tickets include call duration, disposition, and recording URL as custom attributes on the Conversation.

FocalScope Contacts map directly to Intercom Contacts using email address as the dedupe key. Standard fields (name, email, phone) map to Intercom's built-in Contact attributes. Any FocalScope custom fields on Contact migrate as Intercom custom attributes, which must be pre-created in the Intercom dashboard before migration because the Intercom API requires attributes to exist before data can be written to them. We validate attribute existence during pre-migration scoping and flag any missing attributes for the customer to create.

FocalScope's separate channel objects (Email, Voice, Live Chat, Facebook, WhatsApp, Telegram) all create tickets that map to Intercom Conversations. We tag each Conversation with a custom attribute channel_source__c carrying the original FocalScope channel name so that teams can filter by source in Intercom's inbox. Voice channel metadata (call duration, recording URL, disposition) migrates as conversation_part custom attributes. SMS and social channels similarly get channel_source tagging to preserve the origin context that FocalScope's separate inbox view provided.

FocalScope Queues map to Intercom Teams. Queue names, routing rules, and maximum agent limits translate to Team names and Inbox assignment rules in Intercom. We preserve the queue-to-agent assignment mapping so that agents land in the correct Intercom Team with their existing FocalScope queue responsibilities. If FocalScope queues have overlapping assignments or escalation rules, we flag these during scoping because Intercom's team-based routing requires explicit assignment logic.

FocalScope Agents map to Intercom Teammates using email address as the match key. Agent profiles (name, email, queue assignments, performance data) migrate as User records with the relevant Team membership. We resolve agents by email against the Intercom workspace's existing Teammate list. Any FocalScope agent without a matching Intercom Teammate goes to a reconciliation queue for the customer's admin to provision before the migration phase continues.

FocalScope Standard Responses (canned reply templates scoped to queues or categories) map to Intercom Macros. We export the template body, variable placeholders, and category assignment, then rebuild them as Intercom Macros with the equivalent variable syntax (Intercom uses {{variable}} notation). Category assignments become Macros grouped by folder. Standard Responses that reference FocalScope-specific ticket properties require manual review because some FocalScope ticket fields may not have a direct Intercom equivalent.

FocalScope SLA configurations (response time windows, resolution time windows, tied to priority or queue) are exported as a written inventory document. Intercom's Help Desk SLA feature is configured differently (tied to conversation priority or inbox assignment) and cannot be populated programmatically from FocalScope's SLA data model. We deliver an SLA mapping spreadsheet that the customer's admin uses to reconfigure SLA targets in Intercom's Help Desk settings, matching FocalScope's First Response Time and Next Response Time targets to the equivalent Intercom SLA rules.

FocalScope Categories act as ticket-level custom fields for classification and reporting segmentation. We export category definitions and their values as custom attributes on Intercom Conversations. If a FocalScope category is used as a multi-value tag (a ticket can have multiple categories), we map it to an Intercom tag or a multi-select custom attribute depending on the category structure. We validate attribute pre-creation with the customer during scoping because Intercom requires attributes to exist before data loads.

File attachments from FocalScope emails and chat sessions are extracted and re-associated in Intercom as Files attached to the relevant Conversation Part. We preserve attachment filenames, MIME types, and file sizes. Attachments larger than 10 MB are flagged for the customer to handle separately because Intercom's file attachment limits apply. We validate that the migrated files are accessible in Intercom's file library after migration completes.

FocalScope Knowledge Base articles and their category structure migrate to Intercom Articles. FocalScope's KB hierarchy maps to Intercom's Collection > Section > Article structure. Articles without a parent section adopt the existing Collection structure; articles at the root level (no category) are assigned to a default Collection that we create during migration. We export full article content including formatted text and embedded images, though any FocalScope-specific macros or dynamic content within articles require manual review post-migration.

FocalScope reports (ticket volume, SLA compliance, agent performance, wallboard metrics) are exported as structured CSV data during migration. The report definitions and output formats do not transfer 1:1 to Intercom's reporting model because Intercom uses a different analytics engine. We deliver a written report inventory that maps each FocalScope report to an equivalent Intercom Report or suggests a third-party BI tool connection (Intercom supports direct integrations with Tableau, Looker, and Metabase) for ongoing reporting continuity.