Migrate from Gmelius to Gorgias

Gmelius Shared Inboxes are workspaces inside Gmail that aggregate email threads from specific addresses (support@, sales@, billing@). We map each Shared Inbox to a Gorgias Channel configured with the same email address. Channel metadata (display name, incoming email address, team assignment) is replicated during setup. Teams with multiple Shared Inboxes (support@, sales@, general@) map to multiple Gorgias channels in a 1:1 relationship.

Each Gmelius conversation thread maps to a single Gorgias Ticket. We export the full thread via the Gmail API, extracting message bodies, timestamps, sender addresses, and attachment references. In Gorgias, the first message becomes the Ticket body and subsequent messages appear as ticket events in chronological order. External customer emails are linked to a Gorgias Customer record created from the sender's email address. Internal Gmelius notes (@mentions) become internal ticket comments in Gorgias visible only to agents.

Gmelius does not maintain a standalone contact database; contacts live in Google Contacts. We export via Google Contacts API, extracting name, email address, phone number, company association, and any Gmelius-specific tags applied to conversations with that contact. Each contact becomes a Gorgias Customer record. Email address is the dedupe key: if a Customer with the same email already exists in Gorgias, we merge rather than duplicate. Custom fields on the Gmelius contact (if stored as Google Contact fields) migrate to Gorgias custom fields on the Customer object.

Gmail labels used by Gmelius for conversation categorization (e.g., urgent, billing, escalated) are exported via the Gmail API and recreated as Gorgias Tags. Label-to-conversation associations are preserved as Tag assignments on the migrated Ticket. We deduplicate label names during extraction: if the same label name appears across multiple Shared Inboxes, we create a single tag in Gorgias and assign it to all relevant tickets.

Gmelius shared email templates with variable placeholders (merge fields) map to Gorgias Macros. We export the full template library including subject line, body HTML/text, and merge field syntax, then recreate as Gorgias Macros with the same variable syntax converted to Gorgias's supported format. Template folders map to Macro categories if the customer's Gorgias plan supports categorization.

Gmelius shared drafts are collaborative email drafts that exist in draft state within a Shared Inbox. Gorgias does not have a separate draft object. We export shared drafts as Gorgias Macros (saved responses) rather than live drafts, preserving the text and variable placeholders. The customer's admin can use Macros to recreate the same draft-to-send workflow in Gorgias.

Gmelius users correspond to Google Workspace accounts. We export the user list (display name, email address, role) and map them to Gorgias Agents. Gmelius role levels (member, admin) map to Gorgias Agent permission levels. If a Gmelius user has been deactivated but still has assigned conversations, we map those to a designated fallback agent in Gorgias to avoid orphaned tickets.

Gmelius Automation Rules (conditional routing, auto-assignment, SLA timers, follow-up sequences) are stored as extension-local state with no export mechanism. We capture the active rules configuration during a live discovery walkthrough, screen-recording each rule's trigger, conditions, and actions. We deliver a written inventory of every active rule with a Gorgias Rule equivalent specification for the customer's admin to rebuild in Gorgias Rules. Multi-step rules with AI dispatching (Pro tier) require the most manual reconstruction effort.

Gmelius Kanban boards visualize email pipelines by status columns (e.g., Open, In Progress, Resolved). We map board column names to Gorgias Views with matching filters. Card-to-conversation associations are preserved during migration so that the ticket retains its column history. Custom board layouts with multiple columns per board require the customer's admin to configure equivalent Views in Gorgias, as Gorgias's view model is filter-based rather than board-based.

SLA rules in Gmelius (first response time, next response time, resolution time by priority) are tier-gated (Growth and Pro plans). We export SLA metadata as custom fields on each migrated Ticket: sla_first_response_due__c, sla_resolution_due__c, sla_status__c. The customer's admin configures the active SLA policy in Gorgias for new tickets going forward. Historical SLA compliance data is preserved as field values but not enforced by Gorgias on imported tickets.

Gmelius Email Analytics dashboards (thread volume, response times, SLA compliance, team performance) are tier-gated and do not export as data. We extract the underlying metrics (conversation count, thread timestamps, assignee, tag distribution) during migration so the customer's admin can rebuild Gorgias Reports from the imported ticket data. Historical dashboards are not replicated in Gorgias; the analytics timeline restarts at cutover.

Gmelius email notes and @mentions inside threads are internal collaboration annotations. We export them as Gorgias internal comments on the relevant Ticket, preserving the note text, timestamp, and author (mapped via Google Workspace email to Gorgias Agent). Internal comments in Gorgias are visible only to agents, matching the privacy intent of Gmelius notes.