Migrate from Intercom to Gorgias

Intercom Contacts (Users and Leads) migrate to Gorgias Customer records. Email, name, phone, language, timezone, and external_id map directly. Custom attributes on Contacts map to Gorgias Customer custom fields, which we pre-create in the destination workspace during schema setup. Intercom contact-type distinction (user vs lead) is preserved in a custom field ic_contact_type__c. The Gorgias API supports external_id for dedupe validation.

Intercom Companies link to Contacts and carry attributes (name, plan, monthly_spend, custom attributes). We map Company.name to the organization field on the Gorgias Customer record, preserving the company-contact association so agents see the customer's organization context in the Gorgias ticket view. Any Company-level custom attributes map to Customer custom fields with an ic_company_ prefix.

Intercom Conversations map to Gorgias Tickets. The Intercom conversation ID becomes the Gorgias external_id for reconciliation. Conversation status (open, closed, snoozed) maps to Gorgias ticket status with a custom field ic_conversation_state__c preserving the original state. Assignee, team, and tags carry across. Note that Gorgias splits any ticket with more than 250 comments into multiple closed tickets; we flag and document this during scoping for tickets exceeding the threshold.

Intercom message Parts (body, attachments, delivery metadata) map to Gorgias Ticket comments in chronological order. We pull full message content via the Intercom REST API retrieve-conversation endpoint rather than the S3 JSON export, which deliberately omits transcripts. The author (customer or agent) maps to the Gorgias comment sender. Attachments migrate as files linked to the comment.

Intercom internal notes (Conversation Parts with part_type = note) map to Gorgias internal ticket notes. These are visible to agents but not to customers. We preserve the note body, author, and timestamp, and flag any redacted notes from the Intercom API that cannot be retrieved.

Intercom Admins migrate to Gorgias Agents. Role, avatar, and away/available state are preserved. We map admins by email match to the Gorgias user table. Any Intercom Admin without a matching Gorgias Agent is held in a reconciliation queue for the customer's admin to provision before record import resumes. Inactive Intercom admins migrate as inactive Gorgias agents to preserve assignment history.

Intercom Teams group Admins for routing and inbox assignment. Team membership and routing associations migrate 1:1 to Gorgias Teams. Team names, member lists, and the team-level inbox assignment rules are preserved to maintain escalation paths post-migration. We flag any routing rules that reference Intercom-specific conditions (e.g., Inbox routing) for manual rebuild in Gorgias Rules.

Intercom Tags migrate to Gorgias Tags. Tags applied to Conversations and Contacts carry across to the corresponding Gorgias Tickets and Customers. Tags are preserved as plain string labels; tag color and grouping metadata (if any) do not have a Gorgias equivalent and are documented in the scoping inventory. Tags used only on Contacts with no associated Conversations migrate as customer tags in Gorgias.

Intercom Segments are dynamic audience definitions recomputed from Contact attributes and behavior. Gorgias does not have dynamic Segments; the migration captures the membership snapshot at migration time and reapplies those customers as Gorgias customers tagged with the segment name. Dynamic recomputation post-migration is not available; we document the segment criteria in the scoping inventory for the admin to rebuild using Gorgias filters and customer attributes.

Intercom Help Center Articles migrate to Gorgias Help Center articles using Gorgias's native Intercom import path (Settings > Channels > Help Center > Import from another provider). Published articles map to Gorgias Public status, private articles to Unlisted, and draft articles to Draft. Article body, title, author, and category assignments migrate. Appearance settings and custom scripts do not migrate and are documented separately for the admin to reconfigure. Multiple article collections map to Gorgias categories.

Intercom's structured Ticket object (distinct from Conversations) maps to Gorgias Tickets with its own set of fields, statuses, and custom attributes. Ticket status, priority, assignee, and custom ticket fields migrate. We note that Intercom Tickets are a more recent feature layer and may have limited data volume depending on how the workspace uses them versus the Conversation-first model.

Intercom custom attributes on Contacts map to Gorgias Customer custom fields. We audit all Intercom Data Attributes via the API during scoping, identify attribute types (string, number, boolean, date, list), and pre-create matching Gorgias custom fields on the Customer object before migration. The external_id on each custom field carries the original Intercom attribute name for audit traceability.

Intercom custom attributes on Companies map to Gorgias Customer custom fields with an ic_company_ prefix to distinguish from Contact-level attributes. Organization name maps to the standard organization field on Customer. All other Company custom attributes (plan, monthly_spend, etc.) are preserved as Customer custom fields so the ecommerce context remains visible on the ticket.

Intercom Custom Objects have user-defined schema and relationships with no direct Gorgias equivalent (Gorgias supports custom fields only on Ticket and Customer). For each Custom Object, we during scoping identify whether the data is customer-referenced or standalone. Customer-referenced instances are mapped to Customer custom fields or stored as structured JSON in a dedicated custom field. Standalone Custom Object data is documented in the scoping inventory as a candidate for a separate data store or a post-migration database integration. This is a high-scope item that requires per-object review during discovery.

Intercom Conversation ratings (1-5 star or thumbs up/down) migrate to Gorgias ticket satisfaction ratings. The rating value, the rated-at timestamp, and the comment (if any) map to the Gorgias satisfaction fields. We note that Gorgias uses a different rating scale model (CSAT thumbs) from Intercom's star rating; we preserve the original value in a custom field ic_rating_value__c for historical reporting.