Migrate from Glassix to Intercom

Glassix Tickets map to Intercom Tickets, preserving status, priority, assignee, department, and channel origin. The Glassix channel property (email, chat, WhatsApp, Facebook, Instagram, Apple Messages) maps to the Intercom conversation source field. Ticket custom fields migrate to Intercom custom attributes on Tickets, which must be created in Intercom Settings > Data > Tickets > Attributes before migration begins. Closed tickets preserve their original Created_at and Updated_at timestamps per Intercom migration documentation.

Glassix Customer profiles map to Intercom Contacts. Each Contact requires an email or user_id per Intercom's import requirements—contacts without either are held in a reconciliation queue. The Glassix channel opt-in flags migrate to HasOptedOutOfEmail and a custom attribute glassix_channel_preference__c. Phone number validation should be disabled in Intercom Settings > Your Workspace > People Data > Phone before migration to avoid rejecting invalid formats present in Glassix data.

Glassix Agent records (name, email, role, department, availability status) map to Intercom Admins. We resolve by email match against the Intercom workspace admin list. Agents without a matching Intercom admin are held for the customer's admin to provision before record import resumes. Department assignments on Glassix agents map to Intercom Teams, which scope inbox access and ticket assignment permissions.

Glassix Conversation records (threaded messages attached to Tickets and Customers) map to Intercom Conversations. Intercom requires that the parent Contact exist before a Conversation can be created and linked. We implement a two-pass approach: first pass creates all Contacts, second pass creates Conversations with Contact ID resolved via email lookup. Internal notes on Glassix Conversations map to Intercom internal notes on the Conversation.

Glassix Departments group agents and tickets for organizational routing. These map to Intercom Teams, which define inbox scope, assignment rules, and admin permissions. We create equivalent team structures in Intercom before agent reassignment, then remap Glassix agent-department relationships to Intercom team membership. If Glassix uses nested departments, we flatten to a single team level per Intercom's team model.

Glassix Channels define communication mediums (email, chat, WhatsApp, Facebook, Instagram, Apple Messages). Channel type maps to Intercom's conversation source field on each Conversation record. WhatsApp on Intercom requires an additional WhatsApp add-on configuration not present in all plans—we flag any Glassix WhatsApp tickets that require this add-on to be enabled in the destination Intercom workspace.

Glassix custom fields on Tickets via setField migrate to Intercom Ticket custom attributes. Custom attributes must be created in Intercom Settings before importing ticket data—values cannot be written to undefined attributes. We identify all Glassix custom field schemas during scoping, define equivalent Intercom attributes (with correct type: string, number, date, boolean, or list), then execute ticket import in the second phase after attribute creation. This ordering is mandatory per Intercom's API requirements.

Glassix chatbot configurations (trigger rules, response templates, training data) do not migrate as executable code. We extract the chatbot logic schema, trigger conditions, and response content and deliver it as a written inventory. The customer's admin uses this to configure Intercom Fin AI Agent (FAQ-based resolution) or Operators (custom workflow builder). AI training data and conversation summaries from Glassix are documented for retraining in Intercom's Fin AI interface. This is not a code migration; it is a configuration handoff.

Glassix Workflows automate ticket routing, escalation, and responses based on conditions. These do not migrate as executable automation. We deliver a written inventory of every active Glassix Workflow with its trigger, conditions, actions, and a recommended Intercom Operators or Rules equivalent. The customer's admin rebuilds workflow logic in Intercom's automation builder post-migration. Workflows that depend on Glassix-specific AI training data are flagged separately because the trigger conditions may need redesign for Intercom's Fin AI context.

Glassix Knowledge Base articles power chatbot responses and self-service. We export article content, categories, and article-to-category associations, then import them into Intercom Help Center as Articles within Collections. Article body content migrates as HTML or markdown per the destination format. Article publish status, author, and created/modified timestamps are preserved. Links between articles are documented for the customer to update post-import if internal linking structure differs.

Glassix analytics dashboards (response times, CSAT, resolution rates, channel performance) are rendered data, not raw records accessible via API. We do not migrate historical analytics. We document the Glassix report schema and metric definitions so the customer's admin can rebuild equivalent reports in Intercom's reporting interface using migrated conversation and ticket data. CSAT scores embedded in individual ticket records migrate as custom attributes.