Migrate from HelpCrunch to Intercom

HelpCrunch Customer records map directly to Intercom Contact. Standard fields (name, email, userId, phone) transfer as native Intercom Contact fields. Custom properties on HelpCrunch Customers migrate to Intercom custom attributes, but Intercom requires field type matching: text properties map to text attributes, numeric to number, date to date, and checkbox to boolean. We flag any HelpCrunch custom properties that do not have a matching Intercom type and discuss the appropriate transformation during scoping. The Contact's created_at and updated_at timestamps preserve from HelpCrunch where accessible via API.

HelpCrunch does not have a separate Company object; company data lives as a custom property or nested within Customer. We split these at migration time: if a HelpCrunch Customer record has a company name property, we create a corresponding Intercom Company first and link the Contact to it via the company_id attribute. This requires a two-phase import (Companies then Contacts) to satisfy Intercom's foreign-key resolution. We preserve any company-level custom properties as attributes on the Intercom Company.

HelpCrunch Chat records map to Intercom Conversation objects, with each individual message becoming a Conversation Part. The chat metadata (timestamp, status, assignee, channel) transfers to Intercom's conversation attributes. Message content, author type (agent vs customer), and internal notes map to Conversation Part records with appropriate part_type values. Active chat widget session state does not transfer because it is runtime context. Chat attachments migrate as file URLs where the source platform's storage is accessible.

HelpCrunch knowledge base articles migrate to Intercom Help Center articles. We export article title, body HTML, author, publication status, and SEO metadata (meta title, meta description, slug). Intercom Help Center requires articles to be organized into Collections; we create a default Collection during migration and note the customer may want to create topic-specific Collections post-migration. Internal links between HelpCrunch articles are rewritten to match the new Intercom Help Center URL structure automatically. Embedding context (standalone page vs in-widget) does not transfer and must be reconfigured in Intercom's widget settings.

HelpCrunch Saved Replies are key-value pairs scoped to the team. We export them as structured text objects with the shortcut abbreviation and the full response body. These import into Intercom as Snippets in the Outbound section, preserving the shortcut abbreviation as the Snippet key for agent efficiency. HTML formatting in saved replies maps to Intercom's Snippet content formatting.

HelpCrunch Email Templates include subject, body HTML, and variable placeholders. We extract the template content and variable names, then import into Intercom's Templates section under Outbound. Variable placeholders are preserved as liquid-style tokens and will resolve in Intercom's template rendering if the customer configures the matching attribute mappings in Outbound. Subject line and sender name transfer directly.

HelpCrunch Auto Messages include popup triggers, proactive chat invitations, and behavioral targeting rules. We export the message content and trigger logic (behavioral conditions, timing, page targeting) as structured data. The trigger conditions are not transferable as code because Intercom's Outbound campaign model uses different behavioral operators and event definitions. We deliver a written inventory of every Auto Message with its content, trigger conditions, targeting rules, and the recommended Intercom Outbound Campaign or Workflow equivalent for the customer's admin to rebuild.

HelpCrunch Chatbot flows are node-based automation trees with branching logic. We export the flow content and structure including node types, conditions, and branching paths. Node-by-node rebuilding in Intercom's Custom Bot Builder is required because HelpCrunch's rule-based flow nodes and condition syntax do not map to Intercom's Step and Condition blocks. We provide a node-by-node mapping document that lists each HelpCrunch chatbot node and its recommended Intercom Custom Bot Step equivalent so the customer's team or an Intercom partner can reconstruct the logic post-migration.

HelpCrunch Tags are flat string labels applied to Customers and Chats. We export the full tag taxonomy and reapply tag associations during import. Tags on Customers transfer to Intercom Contact tags; tags on Chats transfer to Intercom Conversation tags. The tag string values are preserved exactly as they appear in HelpCrunch.

Custom properties on HelpCrunch Customers include types (text, number, date, checkbox, dropdown). We map these to Intercom custom attributes by type: text properties become text attributes, numeric become number attributes, date properties become date attributes, and checkbox become boolean attributes. Intercom requires field types to match during import mapping; we flag any mismatched types during discovery and apply type coercion or truncation where necessary before loading.

HelpCrunch Agent records include name, email, and role. We transfer agent profiles to Intercom as Admin or Agent users based on the HelpCrunch role. The customer's admin must assign the appropriate Intercom permission set (Admin, Agent, or Viewer) at the destination because HelpCrunch role semantics do not map directly to Intercom's three-tier permission model. We include the email-to-Intercom-user mapping in the migration manifest.