Migrate from Helpmonks to Intercom

Helpmonks Conversation threads map to Intercom Conversation objects preserving full message history, timestamps, assignee, status, and thread ordering. Internal notes from the Helpmonks thread are written to Intercom private comments so that agent-only context is preserved and invisible to the customer. Attachments embedded in messages migrate as linked files. We use the Intercom Conversations API with batching and rate-limit backoff to handle large thread volumes.

Helpmonks Customer records map to Intercom Contacts with name, email, phone, and company association preserved. Custom fields on the Customer object (including CSAT ratings) map to Intercom custom attributes on Contact. If the customer uses Helpmonks's company association feature, we resolve the company reference and link the Contact to an Intercom Company record. Phone number validation should be disabled in Intercom workspace settings before migration to prevent rejection of non-standard formats.

Helpmonks stores company associations on Customer records. We extract distinct company names and create Intercom Company records, then link each Contact to its parent Company via the Intercom Companies API. Company custom fields map to Intercom Company custom attributes.

Helpmonks allows up to 250 shared Mailboxes on the Unlimited plan. Each Mailbox maps to an Intercom Inbox or Team. If multiple Helpmonks Mailboxes should converge into a single Intercom Inbox (a common pattern when teams consolidate), we split the Conversation records from each source Mailbox and route them to the target Inbox during migration. The mapping is confirmed during scoping.

Helpmonks Labels on Conversations migrate as Tags in Intercom. Label names transfer directly; label-colour metadata does not have an Intercom equivalent and is not preserved. Label-based routing or automation triggers in Helpmonks have no direct Intercom equivalent and are documented in the automation inventory for manual rebuild.

Helpmonks User records (name, email, role) map to Intercom Admins and Agents. We resolve by email match against the destination Intercom workspace. SSO-configured accounts may require re-authentication against the destination IdP post-migration. User provisioning in Intercom must precede any Conversation migration so that assignee and owner fields resolve correctly.

Attachments embedded in Helpmonks Conversations migrate as binary blobs linked to the parent Intercom message. Large attachments are chunked to avoid payload size limits. We validate attachment integrity after load by comparing file hash against the source.

Helpmonks custom fields on Customers (including CSAT ratings) migrate as Intercom custom attributes on the Contact object. We pre-create attribute definitions in the Intercom workspace before migration using the Attributes API. Text, number, date, and boolean field types map directly; multi-select or taxonomy-style custom fields map to Intercom select or multi-select attributes where supported.

Helpmonks Knowledge Base articles migrate to Intercom Help Center articles and collections. Article content and categories transfer; formatting and embedded media may require post-migration adjustment. Private Knowledge Base articles in Helpmonks map to Intercom articles with restricted access configured post-migration. Knowledge-base-to-conversation linking behaviour is not preserved and requires manual configuration in Intercom's article linking workflow.

Helpmonks email campaigns and sequences are comparable to Intercom Outbound campaigns but use a different trigger and cadence model. We preserve campaign names, audience segments, and email template content as a written export. The campaign automation logic (triggers, delays, conditions) does not migrate and is documented for the customer's admin to rebuild in Intercom's campaign builder.