Migrate from Grasp to Gorgias

Grasp Contacts map to Gorgias Customers. Standard fields (name, email, phone, language, timezone, notes) migrate directly. Grasp's custom fields on Contacts require schema discovery before migration so we can map to Gorgias Customer-level custom fields via the POST /api/custom-fields endpoint with object_type=Customer. Phone numbers stored as international format map to Gorgias's phone field without transformation.

Grasp Conversation threads map to Gorgias Tickets. Each inbound message or outbound reply in a Grasp thread becomes a message within a Gorgias ticket. We preserve the Grasp thread created_at timestamp as the Gorgias ticket created_datetime, and the most recent message timestamp as updated_datetime. Internal notes in Grasp migrate as internal messages in Gorgias (visible to agents only). Channel attribution (WhatsApp, email, Instagram, live chat) migrates to Gorgias's channel field.

Grasp Channel metadata (type, routing configuration, channel-specific properties) maps to Gorgias's channel attribution on each ticket. We normalise Grasp channel type strings to Gorgias channel constants: whatsapp, email, instagram, facebook, livechat. Channel routing rules from Grasp do not migrate as Gorgias Rules; we document the routing logic for the customer's admin to rebuild in Gorgias's Rule engine.

Grasp's Team Inbox (the workspace container and shared team view) maps to Gorgias's Team structure. Grasp's team views and routing rules require configuration in Gorgias via Settings > Teams and Settings > Routing Rules. We preserve the team name and initial inbox configuration during migration but routing rules are documented for manual rebuild.

Grasp Agents map to Gorgias Agents. We resolve agents by email match. Agent name, email, role, and conversation assignment history migrate. Custom role names from Grasp may require value-mapping depending on the destination's role schema in Gorgias. Inactive or deleted Grasp agents are held in a reconciliation queue for the customer's admin to provision or map to a default agent before import.

Grasp Tags on Conversations map to Gorgias Tags. Tag names and associations migrate as string tags on the corresponding Gorgias ticket. Gorgias supports up to 200 tags per ticket. If Grasp uses hierarchical tag structures or prefixes for categorisation, we document the flat mapping applied and flag any tags exceeding Gorgias limits.

Grasp Help Center articles (title, body, status, category) map to Gorgias Help Center articles via the Help Desk Migration connector. Article-to-article links and internal navigation structures may require manual reconstruction in Gorgias's article editor. We preserve article status (published, draft) and category assignment during migration.

Grasp custom fields on Contacts require schema discovery before migration. We create equivalent custom fields in Gorgias via the API with object_type=Customer, matching the Grasp field type (string, boolean, number, date). Required field constraints and priority ordering migrate from Grasp. Fields with no Gorgias equivalent are flagged as requiring a custom field creation pass before data migration begins.

Grasp custom fields on Conversations map to Gorgias Ticket-level custom fields via the API with object_type=Ticket. We create the destination custom field definitions first via POST /api/custom-fields, then migrate values during the ticket import pass. Custom field values that reference Grasp entities (e.g., lookup IDs) require resolution to Gorgias entity IDs before insert.

File attachments on Grasp Conversations and Contacts migrate via URL reference or direct file export. Large attachment volumes may require a separate file transfer pass after the primary record migration to avoid exceeding Gorgias API time limits. We preserve the attachment filename, MIME type, and association to the parent Contact or Conversation record. Inline images embedded in message bodies migrate as separate attachment records linked to the ticket.

Grasp internal notes within Conversation threads migrate as internal messages in Gorgias tickets (visible to agents only, not customers). We preserve the note author, timestamp, and full message body. Internal note threading within a ticket is preserved as message sequence order in Gorgias.

Grasp's Report Builder configurations are platform-native and not stored as exportable data objects. We do not migrate Report Builder formulas, custom calculations, or saved report definitions. We deliver a written inventory of all saved Grasp reports with their dimensions, metrics, and filters for the customer's admin to rebuild in Gorgias's Support Performance Statistics and Live Statistics or via an external BI tool.