Migrate from Helpshift to Intercom

Helpshift Issues map to Intercom Conversations by default (messenger-first experience) or to Tickets (ticketed experience) depending on the customer's use case. We determine the model during scoping based on how Issues were used — Issues with structured resolution workflows and SLA tracking map better to Tickets; Issues used primarily as chat threads map to Conversations. Issue status (New, Waiting on Customer, Waiting on Agent, Resolved, Closed) maps to Intercom conversation state with a custom attribute hs_issue_status__c preserving the original state.

Helpshift Custom Issue Fields (CIFs) defined per-app export as attribute schemas and migrate to Intercom custom conversation attributes. Dropdown CIFs in Helpshift are capped at 1,000 options; Intercom has no equivalent hard limit, so we map each CIF directly to a custom attribute. Multi-select dropdowns map to Intercom multi-select attributes. Text, number, and date CIFs map to their equivalent Intercom types. CIFs without a matching Intercom attribute type become text-type attributes with a validation note in the mapping document.

Helpshift End-users migrate to Intercom Contacts with email, name, and user metadata preserved. Device platform, app version, and language from Helpshift's conversational user metadata migrate to Intercom custom contact attributes. We use email as the dedupe key. Any End-user appearing without an email address is flagged in the reconciliation report for admin resolution, since anonymous contacts in Intercom behave differently from anonymous Issues in Helpshift.

Helpshift Agents (Admin, Supervisor, Agent roles) migrate to Intercom Teammates with role mapping: Admin and Supervisor map to Admin in Intercom; Agent maps to Agent in Intercom. Agent group associations from Helpshift map to Intercom Teams. We resolve by email match. If an agent email does not have a matching Intercom user account, the agent record is held in the reconciliation queue for the admin to provision the Intercom seat before migration continues.

Helpshift Apps define SDK configurations and which issue streams feed which inbox. Multiple Helpshift apps can feed a single inbox. We export the app configuration during discovery and document which apps correspond to which Intercom Inbox or Team. Each Helpshift app maps to an Intercom Inbox or to a custom attribute on Conversations to preserve the app origin. Apps that defined distinct branding or SDK embed configurations are documented for the customer to reconfigure in Intercom's widget settings.

Helpshift FAQs migrate to Intercom Articles. Article body text, section hierarchy, and publication state transfer. FAQ search relevance ranking does not transfer; Intercom's article ranking uses a different algorithm. We recommend rebuilding top-20 FAQs as articles in Intercom's Help Center before migration so that Fin AI has content to reference on day one. Section hierarchy from Helpshift maps to Intercom Collections.

Tags from Helpshift Issues export as a flat list and migrate to Intercom Tags. Tags are preserved without transformation. Tags used for issue categorization map to Intercom Tags on the conversation record. We do not merge tags — if the same tag label exists across multiple Helpshift apps, they become a single Intercom tag (Intercom does not scope tags by inbox by default).

Helpshift message threads within Issues export as flattened timelines per Issue via the REST API. Each message maps to an Intercom Part attached to the corresponding Conversation. Message author (Agent vs End-user), message body, timestamp, and attachment metadata transfer. We do not migrate message read receipts or typing indicators as Intercom does not store these as first-class record fields. The flattened timeline preserves auditability even though Intercom's threaded Part model differs from Helpshift's inline message order.

Helpshift attachments on Issues download to a migration blob store, and file references migrate to Intercom conversation attachments. Large binary files that exceed API payload limits during migration are chunked or held with a flag in the reconciliation report for manual re-upload. We preserve attachment filenames, MIME types, and associated message context. Inline images in message bodies migrate as separate attachment records with the message Part referencing the attachment ID.

Helpshift Automations (auto-tagging, auto-assigning, auto-replies, time-based triggers) are workspace configuration not exported via API. We document every active Automation during discovery, capturing its trigger type, conditions, and actions. The customer rebuilds them in Intercom's Workflow builder. Automations involving keyword-match triggers require a different implementation in Intercom's Rules engine and are documented with a specific rebuild recommendation.

Helpshift Smart Views (saved filters) and Queues are workspace configuration stored in the dashboard, not accessible via API export. We document the full Smart View and Queue rule set during discovery. Queues defining routing and priority map to Intercom's Inbox assignment rules and Team routing. Smart Views map to Intercom's saved conversation views with filter conditions documented for manual rebuild.