Migrate from GrooveHQ to Intercom

Groove Conversations map directly to Intercom Conversations (the primary ticket object). We preserve the full message thread including agent replies, customer messages, internal notes, and timestamps. The Groove assignee (agent) resolves to an Intercom team member by email match. Status, priority, and channel metadata transfer as structured fields. Note that Groove's conversation-level custom fields are only available on Plus and Pro plans; if the source account is on Standard, those fields will not exist in the export and the mapping skips them without data loss.

Groove Customers map 1:1 to Intercom Contacts. We preserve name, email, phone, and all contact-level custom fields. If Groove stores a company association, we link the Contact to the corresponding Intercom Company record via the company_id lookup after Companies are migrated. Groove contact-level custom fields apply globally and map cleanly to Intercom custom attributes on the Contact object.

Groove Companies map to Intercom Companies. Groove stores company data as a separate object with its own custom fields distinct from contacts. We preserve the company name, domain, and company-level custom fields. The Intercom Company is created before any associated Contacts are imported so that the company relationship is satisfied at the moment of Contact insert.

Groove Agents map to Intercom team members. We resolve by email address match. Any Groove Agent without a matching Intercom user goes to a reconciliation queue for the customer's admin to provision before record import resumes. Role and assignment permissions from Groove do not transfer; Intercom's permission model (admin, agent, viewer) is configured post-migration by the customer's admin.

Groove Inboxes map to Intercom Inboxes. The Groove inbox count is capped at 2 (Standard), 5 (Plus), or 25 (Pro); we validate the source inbox count against the target plan during scoping. If the source exceeds the plan cap, we flag a plan upgrade requirement before migration begins. Each Groove Inbox becomes a named Inbox in Intercom with its assigned conversations.

Groove Tags (key-value labels applied to conversations) map to Intercom conversation tags. We transfer the full tag list and attach each tag to the corresponding migrated Conversation. Tags used for categorization in Groove carry over as a flat tag list in Intercom. If tags are used for workflow routing in Groove Rules, we note this dependency in the automation inventory document.

Groove Knowledge Bases map to Intercom Help Center Collections. We preserve the primary knowledge base flag (Groove marks one KB as primary; only the primary survives a plan downgrade) and locale, password, and IP protection settings. Groove KB categories map to Intercom Sections within the Collection.

Groove Articles (inside KB categories) map to Intercom Help Center Articles. We preserve title, body content, meta tags, open graph fields, and category placement. Article SEO metadata (meta description, title tag) transfers as structured fields in Intercom's article settings. If the Groove KB uses multiple locales, we map each locale's articles to the corresponding Intercom Help Center locale.

Groove Rules (automations triggered by assignee changes, status updates, or custom field conditions) are exported as structured JSON. We do not migrate Rules as active code into Intercom because the rule engine models differ: Groove uses event-condition-action rules while Intercom uses Workflows with conditional branching and Fin AI procedural logic. We deliver a written inventory of every active Rule with its trigger, conditions, actions, and a recommended Intercom Workflow equivalent for the customer's admin to rebuild post-migration.

Groove Instant Replies (templated responses with variable placeholders) map to Intercom Saved Replies. We export the full library including formatting and variable syntax as a structured document. Since variable placeholder syntax differs between platforms (Groove uses {{variable}} notation, Intercom uses {{#variable}} or similar handlebars variants), we flag each Instant Reply for admin review before import into Intercom's Saved Replies library.

Groove Smart Folders are saved filtered views based on status, assignee, custom field conditions, or inbox scope. The filter logic does not export directly as executable views. We document each Smart Folder's filter conditions (field, operator, value) and recommend the equivalent Intercom Saved View configuration for the customer's admin to rebuild in Intercom's inbox filtering.

File attachments within Groove conversation messages are stored as URLs pointing to Groove's file storage. We download each attachment and re-upload to Intercom's file storage, preserving the original filename and MIME type. Attachments are linked to the corresponding Intercom Conversation at migration time.