Migrate from Grasp to Intercom

Grasp Contact records map directly to Intercom Contacts. Standard fields (name, email, phone, created_at, updated_at) map 1:1. Any Grasp custom field definitions on contacts are discovered during schema review and mapped to Intercom's custom attributes via the Contacts data schema API. We require at minimum an email address or user_id on every contact; Grasp contacts without either are held in a reconciliation queue for the customer's admin to enrich before import.

Grasp Conversation threads map to Intercom Conversations with full message history preserved. Thread state (open, closed, snoozed) maps to Intercom's open/closed state. Internal notes on Grasp threads migrate as Intercom internal notes (visible to team only). The Grasp channel source (email, WhatsApp, live chat, Instagram Direct) populates Intercom's source and channel metadata. We resolve the Contact reference at migration time by matching on email or external_id so every conversation threads against the correct customer record.

Grasp's Channel model (WhatsApp, email, live chat, Instagram Direct) maps to Intercom's conversation source metadata. WhatsApp conversations import with the whatsapp source tag; email threads import with the email source tag. Note that Instagram Direct requires an Instagram messaging setup in Intercom that requires Meta Business approval; we document this as a post-migration configuration step rather than a migration blocker.

Grasp Team Members map to Intercom Teammates. Agent name, email, and role migrate. Custom role names from Grasp may require value-mapping if the destination Intercom workspace uses different team names. We resolve agents by email match against the destination Intercom workspace. Any Grasp agent without a matching Intercom Teammate is held until the admin provisions the account.

Grasp tags on conversations migrate as Intercom tags with names preserved. Intercom tags are flat (no hierarchy), matching Grasp's tag model. Tag associations on conversations migrate as conversation-level tags. Note that Intercom also supports Labels on contacts for segmentation; the customer chooses during scoping whether to preserve Grasp tags as Intercom tags, Labels, or both.

Grasp Help Center articles require hierarchy translation because Grasp uses a two-level structure (category and article) while Intercom enforces Collection > Section > Article. We map Grasp article categories to Intercom Collections or Sections depending on the source structure depth. Article title, body, status, and author preserve. Internal links between articles may require manual reconstruction in Intercom's editor because link preservation depends on the target article IDs which change during import.

Grasp custom fields on Contacts are migrated as Intercom custom attributes via the Contacts data schema API. We pre-create the attribute definitions in Intercom before the contact import pass. Custom field types (text, number, date, checkbox, dropdown) map to equivalent Intercom attribute types. Multi-select or multi-checkbox fields map to Intercom list-type custom attributes.

Grasp custom fields on Conversations migrate as Intercom custom conversation attributes. Same type-mapping logic applies as for contacts. Note that Intercom's conversation custom attributes are available on the Advanced plan and above; Starter plan workspaces cannot add custom attributes to conversations.

File attachments on Grasp conversations and contacts are migratable via URL reference or direct file export. Large attachment volumes may require a separate file transfer pass after the primary record migration. We flag any file that exceeds Intercom's 10 MB attachment size limit for admin handling.

Grasp's Report Builder configurations, custom calculated metrics, and dashboard layouts are platform-native and not stored in an exportable format. We do not migrate them. We deliver a written inventory of every named Grasp report with its dimensions, filters, and calculated fields so the admin can replicate them in Intercom's native reporting or connect Intercom to a BI tool for equivalent analysis.