Migrate from Infoset to Intercom

Infoset Tickets map to Intercom Conversations. The core restructure involves collapsing Infoset's channel-type (email, chat, social, phone) into Intercom's part-author message structure where each message has an author (user, admin, or bot) and a body. We preserve ticket status (open, pending, resolved, closed) as Intercom Conversation state, assignee as the Conversation assignee, and priority as a custom conversation attribute. Created_at and Updated_at timestamps migrate to Conversation created_at and last_activity_at. This is the primary schema difference between the two platforms and the step that requires the most mapping design work.

Infoset Contacts migrate directly to Intercom Contacts. Standard fields (name, email, phone, company link) map 1:1. We map all populated custom contact properties to Intercom custom contact attributes, creating the attribute in Intercom before import if it does not already exist. Email serves as the dedupe key. Infoset contact tags migrate as Intercom tags on the Contact record. Phone number validation should be disabled in Intercom workspace settings (Settings > Your Workspace > People Data > Phone) before import if source records contain non-standard formats.

Infoset Company records migrate to Intercom Companies. The company name, domain, address fields, and any custom company properties map directly. We create the Company in Intercom before importing any linked Contacts so that the company lookup relationship is satisfied at the moment of Contact insert. Intercompany hierarchy (parent-subsidiary) in Infoset maps to the Intercom Company parent_id field if the destination uses hierarchical company structure.

Infoset Deals migrate to Intercom Deals. The deal name, value, close date, stage, pipeline, and owner map 1:1. Infoset's pipeline stages map to Intercom's Deal stage values. Note that Intercom Deals are a lightweight sales tracking feature and do not support multi-pipeline configurations or complex record-type logic like Salesforce Sales Cloud. If the source Infoset account uses multiple sales pipelines with distinct stage sets, we map each pipeline to a separate Intercom Deal group or add a custom pipeline field to differentiate.

Infoset Agent profiles map to Intercom Teammates. We resolve agents by email match against the Intercom destination workspace. Any Infoset agent without a matching Teammate in the destination workspace goes to a reconciliation queue for the customer's admin to provision before record import resumes. Agent permissions and role assignments in Infoset do not migrate; we flag the permission structure for manual rebuild in Intercom's Teammates and Inbox settings.

Multi-channel conversation threads from Infoset (spanning email, chat, social, and call sub-threads within a single ticket) map to Intercom Conversation Parts. Each Infoset message maps to an Intercom part with the author type (user, admin, bot) and body preserved. Call sub-thread records (Infoset's call log entries attached to a ticket) map to Intercom Conversation Parts with a custom type attribute indicating the original channel. Inline attachments in Infoset messages migrate as Intercom conversation attachments downloaded and re-uploaded as files.

Infoset Help Center articles and their category hierarchy map to Intercom's three-level structure: Collections (top level), Sections (mid level), and Articles (leaf level). We preserve article content, publication status, internal and external links, inline images, and multilingual content. All cross-links between articles are automatically rewritten to match Intercom's new URL structure during migration so that no manual link editing is required post-import. Article author and created_at timestamps migrate to the Intercom article metadata.

Infoset Call Logs (IVR paths, queue names, call duration, and recording links) have no native Intercom equivalent. Call metadata (duration, disposition, queue name) migrates as annotated custom Conversation Parts with a structured data payload. Call recordings are downloaded as binary blobs from Infoset and re-attached manually to the corresponding Intercom Conversation as a file attachment post-migration, because Intercom does not store call recordings natively. We flag this as a manual step in the migration runbook and provide the mapping of Infoset call_log IDs to Intercom Conversation IDs for the customer to complete.

Infoset connected mail accounts (1 on Basic tier, 3 on Professional) map to Intercom Inboxes. We map the routing rules for each Infoset mail account to an Intercom Inbox or Team assignment. If the source account exceeds the destination Intercom plan's inbox count, we flag the excess and recommend consolidating mail routing before migration. Infoset mail account-level rules (forward-to-ticket, auto-reply) do not migrate and are documented for rebuild in Intercom's Inbox Rules.

Infoset automation rules (ticket routing, auto-responses, outbound campaign triggers) do not migrate as code. The trigger conditions, actions, delays, and filters differ structurally from Intercom Workflows. We deliver a written inventory of every active Infoset automation with its trigger type, conditions, actions, and a recommended Intercom Workflow equivalent. The customer's admin rebuilds the automations in Intercom's Workflow editor post-migration. We do not rebuild automations inside the migration scope.

Infoset chat widget configurations (active widget instances per website or brand) do not migrate as widget code. We document the active widget count, targeting rules, and configuration parameters for the customer to rebuild in Intercom's Messenger setup. If the source account uses more widgets than the Intercom plan supports, we flag this during scoping and recommend consolidation or plan adjustment before migration.

Infoset pre-built reports and dashboards do not export as configured visualizations. We extract the underlying data (ticket volumes, CSAT scores, agent metrics, response times) as structured CSV during migration scoping and deliver it as a reference document for the customer's admin to rebuild in Intercom's Reports or to connect to an external BI tool. We do not migrate Infoset report definitions as Intercom reports.