Migrate from Hiver to Intercom

Each Hiver Shared Inbox maps to an Intercom Inbox. We extract inbox name, membership list, and SLA policy assignment during the export phase. Intercom Inboxes are team-scoped, so we map Hiver inbox members to Intercom Team membership at migration time. If multiple Hiver inboxes share overlapping SLA or assignment rules, we consolidate them into a single Intercom Inbox with routing rules during scoping rather than replicating the overlap.

Hiver Conversations are email threads within a Shared Inbox, carrying subject, assignee, status (open/pending/closed), tags, Shared Notes, and message history. We map each Conversation to an Intercom Conversation with the same status, assignee (resolved by email match to Intercom Teammate), and tags. Message history migrates as Conversation Parts in chronological order. The Hiver subject line becomes the conversation title or first message subject in Intercom.

Hiver exports contacts in two separate data streams: the standalone contact address book and contacts embedded in conversation threads. We deduplicate both exports using email as the primary key, merging into a single Intercom Contact record per unique email. If the same email appears with conflicting name or company data, we flag the collision during scoping and the customer chooses the authoritative value. Hiver's AI Extract fields attached to contacts migrate as custom attributes on the Intercom Contact.

Hiver conversation-level tags map to Intercom Labels. We extract the full tag taxonomy (tag name, color if custom, conversation count per tag) and reapply each as an Intercom Label. Labels in Intercom are applied to conversations for filtering and reporting, which mirrors Hiver's tagging model closely. Tag color metadata does not transfer and is reconstructed manually post-migration if color-coding is business-critical.

Hiver Email Templates (including subject variables, conditional logic, and body content) map to Intercom Saved Replies. We extract the template body and variable syntax, then transform Liquid-style variables to Intercom's {{variable}} format. Conditional branching logic in Hiver templates does not map directly to Intercom Saved Replies and requires manual reconstruction as Intercom's template conditions or a Workflow step post-migration.

Hiver Shared Drafts are unsent email replies saved within a Conversation. We export draft content and the associated conversation thread reference. Intercom does not natively support bulk draft import via API; we flag draft records during scoping and present two options: import as internal notes on the conversation with a 'draft' label for review, or provide the customer with a draft inventory CSV so their admin can manually repopulate critical drafts in Intercom before going live.

Hiver agent records (name, email, assignment permissions) map to Intercom Teammates. We extract the user roster and match by email. If a Hiver agent has an admin role, we assign them Intercom Admin; standard agents get Agent role. Intercom's team-based permission model maps to Hiver's inbox membership structure. Agents without an active Intercom seat in the target plan are placed in a reconciliation queue for the admin to provision before migration.

Hiver SLA policies define business hours and first-response or resolution deadlines enforced at the Shared Inbox level. We extract the SLA configuration (business hours schedule, first reply and resolution targets, warning thresholds) and map it to Intercom's SLA configuration, which applies at the Inbox level. Intercom SLA does not support the same granular calendar exception rules as Hiver; we flag any SLA configuration that requires post-migration adjustment.

Hiver CSAT survey responses tied to resolved conversations map to Intercom Satisfaction Ratings. We export the survey response data (rating, optional comment, conversation reference) and import it as an Intercom conversation satisfaction rating with the timestamp preserved. Survey configuration (questions, triggers, follow-up messages) is not migratable and is documented for the admin to rebuild in Intercom's Survey settings.

Hiver custom fields on conversations (dropdown, text, number, date, app pull from Salesforce/HubSpot/Copper/NetSuite) map to Intercom custom attributes on the Conversation object. We extract the full field schema including type, required status, and values for picklists. Dropdown fields map to Intercom String or select attributes; number fields map to Number; date fields map to DateTime. App custom fields pulling from CRM require reconnection to the CRM in Intercom after migration.