Migrate from HelpCrunch to Gorgias

HelpCrunch Customers (contacts with custom properties) map directly to Gorgias Customer records. Standard fields (name, email, phone, userId) transfer as typed fields. Custom properties of type text, number, date, and checkbox map to Gorgias string, number, date, and boolean custom fields respectively. We handle type conversion where HelpCrunch's custom property types differ from Gorgias's field type schema. Customer tags from HelpCrunch transfer as Gorgias Tags applied to the Customer record. HelpCrunch's per-contact notes migrate to Gorgias Customer notes.

HelpCrunch Chat records map to Gorgias Tickets. Each chat's metadata (timestamp, channel, assignee, status) migrates as structured fields on the Gorgias Ticket. Message content transfers as Ticket comments from the customer and agent sides, preserving the conversation timeline and internal notes. Channel metadata (live chat, email, WhatsApp, Instagram) maps to Gorgias's channel field. Status transitions (open, resolved, pending) map to Gorgias Ticket status values. Chat tags transfer as Gorgias Ticket tags.

HelpCrunch Saved Replies are team-scoped key-value text responses. These map to Gorgias Macros, which support body text with dynamic placeholders (customer name, ticket ID, order number) plus attachable actions (set status, add tag, assign agent). We extract the text content from HelpCrunch Saved Replies and preserve the placeholder structure where it aligns with Gorgias's macro variable syntax. Macro attachment actions (automated status changes, tag additions) require configuration in Gorgias post-migration.

HelpCrunch Email Templates include subject, body HTML, and variable placeholders. We extract the subject and body content and map variable placeholders to Gorgias Macro placeholder syntax. The HTML body transfers as the Macro body. Email template variables (customer name, ticket ID, custom fields) are preserved as Gorgias-compatible placeholders so templates remain functional post-migration. Template categorization or folders do not have a direct Gorgias equivalent and may require reorganization by category in Gorgias's Macro management UI.

HelpCrunch WYSIWYG knowledge base articles export with body content, title, metadata, and SEO fields (meta title, meta description). These map to Gorgias Articles with Title, Body, Author, Folder (category), Status (published, draft), and translations fields. The article embedding context—whether the article appeared as a standalone page or inside the HelpCrunch chat widget for contextual self-service—does not transfer automatically. We export article content, metadata, and SEO fields; the placement and widget embedding configuration must be recreated in Gorgias's KB settings post-migration.

HelpCrunch Auto Messages include triggered popup content, proactive chat invitations, and behavioral targeting rules. We export the message content and note the trigger logic (behavioral conditions, timing, page targeting). Gorgias's Rule-based automation uses different conditions and triggers than HelpCrunch's behavioral targeting model. The message content transfers; the trigger configuration requires rebuilding in Gorgias Rules. Auto message content is preserved for manual re-implementation in Gorgias's automation builder.

HelpCrunch chatbot flows are node-based automation trees with branching logic and rule-based or limited AI agents. Gorgias does not have a direct chatbot flow equivalent; it uses Rule-based Macros and a separate AI Agent product for automated ticket deflection. We export chatbot flow content and structure as a written document describing each node, branch, and action. The customer rebuilds conversation flows as Gorgias Rules combined with Macro sequences or configures the Gorgias AI Agent for the relevant intents. Chatbot flows do not migrate as functional automation.

HelpCrunch Tags are flat string labels applied to Customers and Chats. We export the full tag taxonomy and reapply tag associations during import to Gorgias. Tags on HelpCrunch Customers map to Gorgias Tags on Customer records. Tags on HelpCrunch Chats map to Gorgias Tags on Tickets. Tag management UI differs between platforms; Gorgias manages tags from the Ticket or Customer detail view. We preserve the full tag vocabulary for reapplication at migration time.

HelpCrunch custom properties on Customers include types: text, number, date, checkbox, and multi-select. We map these to Gorgias Customer custom fields of equivalent type. String properties map to Gorgias string fields, numbers to Gorgias number fields, dates to Gorgias date fields, and checkboxes to Gorgias boolean fields. Multi-select properties map to Gorgias select or multi-select fields depending on the destination plan's field type support. Custom field metadata (labels, descriptions, display order) migrates as part of the schema mapping.

HelpCrunch Agent records include name, email, and role. We transfer agent profiles to Gorgias Agents with name and email preserved. Role assignments (admin, agent) map to Gorgias Agent permission levels. HelpCrunch does not expose role IDs via API in the same way Gorgias does; we infer role from HelpCrunch's admin flag and map accordingly. Agent permissions and access level configurations must be manually reconfigured in Gorgias post-migration.

HelpCrunch unifies live chat, email, WhatsApp, and Instagram into a shared inbox. Channel configuration metadata (not individual messages, which are already captured in Chat-to-Ticket migration) transfers as integration connection records. Each channel—email inbox, live chat widget, WhatsApp business account, Instagram page—must be reconnected in Gorgias Settings with new credentials and webhook configuration. Channel reconnection is a post-migration administrative task.

HelpCrunch Popup configurations include design, timing rules, and behavioral targeting. We export popup content and note the trigger logic. Popup display rules and behavioral targeting do not have a direct Gorgias equivalent; Gorgias's Rule-based automation uses ticket triggers rather than visitor-behavior triggers. Popup content transfers as reference material for rebuilding as part of a broader Gorgias chatbot or Rule configuration. The popup builder UI must be recreated in Gorgias post-migration.

HelpCrunch Reports (Team Members, Customer Satisfaction, Total Chats) export as CSV or XLSX from the HelpCrunch dashboard. We extract aggregate metrics including ticket counts, response times, CSAT scores, and agent performance data. Gorgias provides native reporting dashboards for ticket volume, response times, CSAT, and agent performance. Aggregate report metrics transfer as reference data; the customer's admin rebuilds the reporting views in Gorgias's native analytics module. Interactive drill-down state and saved report filters do not persist.

HelpCrunch chat widgets are customizable per website or application and include widget appearance, behavior settings, and installation code. Widget installation code (JavaScript snippet) is HelpCrunch-platform specific and does not transfer to Gorgias. We document the widget configuration (appearance, colors, behavior settings) and export as a reference specification. The Gorgias chat widget must be installed with a new JavaScript snippet post-migration. Widget customization is rebuilt in Gorgias's widget settings UI.