Migrate from Gmelius to Intercom

Gmelius Shared Inboxes map 1:1 to Intercom Inboxes. During discovery we capture each Shared Inbox's member list, assignment rules, and SLA configuration. We create corresponding Intercom Teams (Settings > Inbox > Teams) and assign the migrated teammates to the matching team. The Gmelius inbox name becomes the Intercom Inbox name. Note: Intercom Inboxes are workspace-scoped, not user-scoped, so Gmelius team members who previously accessed a shared inbox individually will access the Intercom Inbox as team members.

Full email threads export from Gmelius via the Gmail API. Each thread becomes one Intercom Conversation with all messages preserved in chronological order as Conversation Parts. The original email headers (Message-ID, In-Reply-To, References) map to Intercom's internal thread tracking. Attachments are downloaded from Gmail and re-uploaded as Intercom Conversation attachments. Assignee, status, and tags from Gmelius migrate as conversation metadata. Email addresses on the From/To/CC fields map to Intercom Contacts (created if they do not exist).

Gmelius Shared Labels are Gmail-native and export via the Gmail API label list. We recreate them as Intercom Tags (Settings > Tags) and apply them to the corresponding Conversations. Label hierarchy (parent label / child label) is flattened to a dot-notation tag namespace (e.g., billing.high-priority becomes a tag named 'billing.high-priority') because Intercom Tags are flat. The customer chooses whether to keep the full taxonomy or consolidate during scoping.

Gmelius Shared Email Templates store text with variable placeholders. We export the full template library including subject line, body, and merge field syntax. At Intercom we create Macros (Settings > Macros) using the same content. Variable placeholders in Gmelius syntax (e.g., {{contact.first_name}}) are translated to Intercom's {{token}} syntax. HTML-formatted templates are preserved; plain-text templates are migrated as-is.

Gmelius Automation Rules define conditional routing, auto-assignment, and follow-up sequences stored as extension-local configuration. There is no export mechanism. We capture every active rule during the discovery walkthrough via screen recording and structured intake, document the trigger condition, action sequence, and exception path, then hand off a written rule specification to the customer's admin for rebuild in Intercom Rules. Multi-step rules with AI dispatching (Gmelius Pro tier) require the most reconstruction effort. We do not migrate Automation Rules as executable code.

Gmelius Kanban boards visualise email pipelines by status columns. Board columns map to Intercom Inbox Views with custom conversation filters per column (e.g., filter by assignee + status = 'Open'). Card-to-conversation associations are preserved during migration by applying the corresponding conversation status on import. Custom board layouts with non-standard column logic are documented as filter specifications for the customer's admin to configure in Intercom. Kanban card metadata (due dates, priority) migrates as conversation-level custom attributes.

Gmelius does not maintain its own contact database — contacts live in Gmail and Google Contacts. We export contacts via the Google Contacts API, preserving name, email, phone, company association, and any Gmelius-specific contact tags applied to threads. Contacts are created as Intercom Contacts (Contacts > Import > CSV) with external_id set to the Google Contact ID for deduplication. Duplicate contacts (same email, different Google Contact ID) are merged at import.

SLA & Email Analytics is a Gmelius Growth and Pro tier feature. SLA rules (first response time, next response time, resolution time) are exported as custom conversation attributes in Intercom (Conversation Attributes or custom attributes on the Contact). Intercom's native SLA feature is available on the Pro and Enterprise tiers and requires manual configuration post-migration with the migrated SLA values. Dashboard-level analytics from Gmelius are not importable and are documented for rebuild in Intercom Reports.

Gmelius users correspond to Google Workspace accounts. We extract the user list (name, email, role within Gmelius) and map them to Intercom Teammates. Inactive Gmelius users are created as inactive Intercom teammates. Permissions mapping: Gmelius Admin becomes Intercom Admin; Gmelius Member becomes Intercom Agent. The customer's Intercom admin provisions the teammates before migration and we reconcile any gaps in a user provisioning queue.

Email notes and @mentions applied to Gmelius threads are exported as Intercom internal notes (Conversation Parts with part_type = 'note'). Note authorship and timestamps are preserved. The note author maps to the corresponding Intercom Teammate. Attachments on notes migrate as Intercom Conversation attachments linked to the note.

Gmelius Shared Drafts are collaborative email drafts stored as draft objects in the Gmelius extension layer. Since Intercom does not have a shared-draft concept, we export Shared Drafts as Intercom Macros using the draft content. The customer chooses which drafts to preserve as reusable macros versus discarding. Variable placeholders are translated to Intercom token syntax.