Migrate from Heyday AI to Zoho Desk

Conversation threads in Heyday map to Zoho Desk Tickets with message history in Thread and Comment records. Since Heyday has no documented export API, we extract conversation data via Hootsuite admin backend access or manual admin UI export where available. Each distinct conversation becomes a Ticket with the originating customer's email as the requester, agent assignment resolved by the original assigned agent email, and message timestamps preserved in Thread records. Subject line maps from Heyday's conversation title or first message excerpt. Tags migrate as Zoho Desk Tags. This extraction step is the highest-risk part of the migration and may require Hootsuite vendor assistance if the admin UI export does not include full message body content.

Heyday Customer profiles may contain both individual shopper data and organisational data from e-commerce integration. We split at migration time: individual profiles with a single email and no company affiliation map to Zoho Desk Contact. Profiles with a company name or domain map to Zoho Desk Account first, then Contact linked to that Account via AccountId. Custom customer properties built inside Heyday (such as loyalty tier, preferred language, or acquisition channel) migrate to Zoho Desk custom Contact fields that we create before import. Heyday customer identifiers are stored as ContactExtId in Zoho Desk for dedupe validation on subsequent delta imports.

Product records synced into Heyday from connected e-commerce platforms map to Zoho Desk Product. We extract product name, SKU (stored in product_code), description, and unit price. The Zoho Desk Product module stores these for linking to Tickets and Accounts, but Zoho Desk does not natively manage inventory; inventory tracking depends on the connected e-commerce platform post-migration. Product records are imported before Tickets so that the product reference on ticket line items is satisfied.

Order data does not live natively inside Heyday; it is referenced from connected e-commerce platforms during chatbot interactions. We preserve order reference numbers (order ID, order date, order total) as custom fields on the relevant Zoho Desk Contact or Ticket record, depending on where the customer reference is most contextually relevant. We do not migrate full order records into Zoho Desk; the e-commerce platform remains the system of record for order data post-migration.

Heyday FAQ automation flows, keyword triggers, and routing logic are configured inside the Heyday conversational flow builder and are not exposed as data that can be exported. This object cannot be migrated. We perform live observation of the customer's Heyday automation during the discovery phase and document every observed trigger, keyword, condition, and routing action as a written specification. The customer uses this specification to rebuild equivalent Zoho Desk Blueprint flows and Macros post-migration. We do not rebuild these as code inside the migration scope.

Human agent accounts and their assignment rules in Heyday are managed through Hootsuite admin. We extract agent identities (name, email, department, role) via Hootsuite admin APIs where accessible, or via manual admin export. Each agent maps to a Zoho Desk Agent record by email match. Zoho Desk requires a unique email per agent. Any Heyday agent without a corresponding Zoho Desk user account is placed in a reconciliation queue for the customer's admin to provision before record migration begins. Department and role data maps to Zoho Desk Departments and Role-based ticket assignment rules.

Conversation tagging schemas in Heyday vary by customer implementation. We extract all observed tag names, label values, and hierarchical groupings used on conversations and customers and map them to Zoho Desk Tags. Tags that represent structured categorical data (such as customer segment, issue type, or channel source) may be better represented as Zoho Desk custom picklist fields rather than free-form Tags; the customer chooses the strategy during scoping. Tag names are preserved as-is on import to avoid losing categorisation context.

Heyday connects to 20 or more apps including Shopify, WooCommerce, Magento, Facebook Messenger, Instagram, and WhatsApp. During discovery we identify every active integration and document its equivalent in Zoho Desk. Zoho Desk has its own connector marketplace covering CRM, e-commerce, and communication channels. We produce a written integration parity map showing which Heyday integrations have a native or marketplace Zoho Desk equivalent, which require a third-party integration tool (such as Zapier or Make), and which have no Zoho Desk equivalent and require a process change. We do not configure the integrations themselves; that is a separate implementation task.

Bot responses and FAQ content configured inside Heyday's conversational flow builder do not exist as exportable data records. We cannot migrate them as structured content. During discovery we document the FAQ topics, question variants, and response content observed in Heyday's automation flows. This documentation serves as the source material for the customer to create Zoho Desk Knowledge Base articles and to configure Zia (Zoho Desk's AI assistant) with equivalent response logic. The Knowledge Base module in Zoho Desk is the direct functional replacement for Heyday's FAQ automation content.

If Heyday agent accounts are organised into departments or teams via Hootsuite, those department structures map to Zoho Desk Departments. We create the department hierarchy in Zoho Desk before agent records are imported so that agents are assigned to departments at the time of account creation. Ticket routing rules in Zoho Desk reference departments, so the department structure must be in place before ticket import begins.

Heyday does not expose SLA configuration as a data object based on public documentation. If the customer has configured response time or resolution time expectations in Heyday (via Hootsuite orHeyday admin settings), we document those settings during discovery. Zoho Desk SLA Policies are created post-migration using the documented thresholds as the source specification. SLA creation is a Zoho Desk configuration task, not a data migration task.

Heyday's reporting covers FAQ automation rates, deflection rates, and conversation volume by channel. These reports are platform-native and cannot be exported. We deliver a written inventory of every active Heyday report with its metric definitions, date ranges, and filters as a specification for the customer to rebuild in Zoho Desk using its native reporting module. Zoho Desk Professional and above include custom report builders; Enterprise adds advanced analytics. We do not rebuild reports as part of the migration scope.