Migrate from HaloCRM to Intercom

HaloCRM Tickets map to Intercom Conversations via the Conversations API. Ticket ID is stored as a custom conversation attribute for source reference. Message entries (customer replies, agent responses, internal notes) migrate as conversation parts ordered by timestamp. We disable SLA escalation rules in HaloCRM before import to prevent timers firing on historical records. Intercom has no native bulk-import path for conversations, so we write via the API in chunks of 200 parts with exponential backoff on rate-limit responses.

HaloCRM Client records map to Intercom User records. We map client_name to User name, client_email to email, and client_phone to phone. Client-scoped custom fields transfer as custom user attributes. A source_id attribute preserves the original HaloCRM Client ID for reconciliation. Intercom does not have a separate Contact object; all contact records are Users.

HaloCRM Organization records map to Intercom Companies. Organization name maps to Company name, domain to company_domain, and custom organization fields to company_attributes. We resolve the Company-User linkage by matching the organization identifier on each Client record against the Intercom Company lookup before writing User records.

HaloCRM KB articles map to Intercom Articles within a Collection. Article title, body (HTML), category, and publication status migrate. Article-to-category relationships in HaloCRM map to Collection-Section hierarchy in Intercom. We preserve article publication status and sort order during import. Articles with draft status in HaloCRM become unpublished articles in Intercom pending editorial review.

HaloCRM KB categories map to Intercom Collections. Category name, description, and sort order transfer directly. We create Collections before importing Articles so that each article has a valid parent Collection ID at insert time.

HaloCRM Agent records map to Intercom Teammates. Agent name and email transfer. Agent permissions and team assignments require manual reconfiguration in Intercom Admin because access control models differ. We extract all agent email addresses and provide a provisioning checklist for the customer's admin to create matching Teammates in Intercom before the main migration run.

HaloCRM Teams map to Intercom Teams. Team name and member list transfer. Intercom's inbox assignment rules and routing are rebuilt manually post-migration; the team structure itself migrates during the main run so that conversation assignment rules have a valid target team to route to.

HaloCRM custom fields scoped to the Client object map to Intercom custom user attributes. We explicitly flag Client-scoped fields during field-mapping (as distinguished from Ticket-scoped fields) to prevent mapping to the wrong object type in Intercom. Field type translation follows: HaloCRM text becomes Intercom string, dropdown becomes dropdown, date becomes date, checkbox becomes boolean.

HaloCRM custom fields scoped to the Ticket object map to Intercom conversation custom attributes. These are stored on the Conversation record, not the User, because Intercom does not have a separate Ticket object. We explicitly validate this distinction during mapping to avoid Client-scoped field data appearing on the wrong Intercom entity.

HaloCRM SLA definitions (first response time, resolution time, breach action) map to Intercom SLA Policies where the Intercom plan supports them. Intercom's SLA Policies apply to conversations based on priority, inbox, or tag conditions. Custom breach-action logic (auto-escalation to a specific team, notification triggers) requires manual recreation in Intercom Admin because SLA policy conditions in Intercom are rule-based rather than scripted.

HaloCRM tags applied to tickets migrate as Intercom labels. Tags applied to KB articles migrate as labels on the corresponding Articles. The flat tag array in HaloCRM maps directly to the label array in Intercom with no transformation required.

HaloCRM Service Contract records with dates, values, and linked entities map to Intercom custom objects. The destination schema for contract objects is typically different between platforms and requires explicit field mapping during discovery. We preserve entity relationships via ID cross-referencing during import and store the original HaloCRM contract ID as a reference field on the Intercom custom object.