Migrate from Hiver to Gorgias

Hiver's Shared Inboxes are the top-level container for Conversations and map to Gorgias Teams. We extract inbox names and membership during export, then configure equivalent Teams in Gorgias with the same agent roster. Team names and default assignment routing transfer. Note that Gorgias Teams are scoped to the account rather than tied to a specific email channel — routing rules in Gorgias are configured per channel rather than per inbox.

Hiver Conversations (Gmail threads inside a Shared Inbox) map to Gorgias Tickets. We preserve subject, assignee, status (open/pending/closed), tags, and the full message thread. Hiver's conversation status maps to Gorgias's ticket state: open and pending map directly; closed maps to resolved or closed per the customer's preference. The original message timestamp becomes the ticket created_at.

Hiver Shared Notes are internal comments attached to a conversation, visible to all team members. We export them as internal ticket comments in Gorgias. During scoping we confirm with the customer whether each Shared Note should be internal-only or whether some should be public replies. This is a manual decision point because the visibility intent in Hiver does not have a structured export field.

Hiver exports Contacts as a discrete data type from the account address book, separate from contacts embedded in conversation threads. We handle both exports and deduplicate where a contact appears in both. The Customer object in Gorgias holds name, email, phone, language, timezone, and any custom fields. We map email as the dedupe key for customer matching.

Hiver Tags are flat labels applied to conversations for categorization. We extract the full tag taxonomy and reapply them as Labels in Gorgias. Tags on individual messages within a thread migrate as Labels on the parent Ticket. The flat tag structure in Hiver maps directly to Gorgias Labels without hierarchy transformation.

Hiver Email Templates (discrete objects with body, subject variables, and conditional logic) map to Gorgias Macros. We preserve template body and subject. Gorgias's macro engine supports the same variable substitution model (customer name, ticket ID, order number). Note that Hiver templates with complex conditional logic may require simplification in Gorgias; we flag these during the pre-migration audit.

Hiver Shared Drafts are unsent email replies saved within a Conversation. We export them as draft records. Whether the destination platform accepts drafts in bulk import depends on Gorgias's API support at the time of migration — we validate this during scoping and flag whether draft records will migrate as resolved tickets or be documented for manual follow-up.

Hiver Agent records (name, email, assignment permissions) map to Gorgias Agents. We export the user roster and map roles to equivalent permission structures in Gorgias. Owner assignment on Hiver Conversations carries forward as the assigned Agent on the Gorgias Ticket. Agents without a matching account in Gorgias go to a reconciliation queue for the customer's admin to provision before the ticket import phase.

Hiver SLA policies define business hours and response/resolution deadlines enforced at the Shared Inbox level. We extract SLA configuration and map it to Gorgias SLA Rules, which can be configured per channel and priority. Hiver's business hours settings migrate to Gorgias's schedule configuration.

Hiver Custom Fields on conversations (commonly used for structured data captured via AI Extract, such as order IDs or product names) map to Gorgias Ticket Custom Fields. We export the field schema and values. Gorgias supports string, boolean, number, and date custom field types. We map each Hiver custom field to the equivalent Gorgias type and pre-create the field schema before the ticket import phase.

CSAT survey responses and aggregate scores tied to resolved Hiver conversations map to Gorgias Satisfaction Surveys. We export response data and scores. Survey configuration (questions, rating scale, trigger conditions) does not migrate and must be reconstructed in Gorgias — we document the original survey setup during the pre-migration audit for the customer's admin to rebuild.

Hiver Analytics Reports export as CSV with customizable fields. We extract available report data but note that historical analytics pre-export are not back-filled — Hiver's analytics export captures data going forward from the export date only. We recommend the customer download any historical reports they need before the migration window. Post-migration, analytics begin fresh in Gorgias.