Migrate from Kapture CX to Gorgias

Kapture CX Tickets migrate 1:1 to Gorgias Tickets, preserving the unique ticket ID, source channel (email, chat, WhatsApp, voice), status (open, pending, resolved, closed), priority (low, medium, high, urgent), assignee, and queue assignment. Custom ticket field values (dropdowns, checkboxes, date fields, numeric fields) migrate to Gorgias custom fields on the Ticket object. Internal notes and public replies thread under the ticket and are preserved with author and timestamp intact.

Kapture CX Contacts (Customer 360 profiles) map directly to Gorgias Customers. Name, email address, phone number, and company association migrate cleanly. We deduplicate against the destination using email as the primary key. Custom contact properties migrate to Gorgias Customer custom fields. The customer's original Kapture CX contact ID is preserved in a custom field for audit traceability.

Kapture CX Company records (organization-level profiles with industry, size, and address) require a merge because Gorgias does not have a separate Company or Account object. Company name, industry, and address data embed into the Gorgias Customer record under company_data. Where Kapture CX contacts share a parent company, the merged company_data is replicated on each Customer record. If the customer uses a separate CRM alongside Gorgias, we flag the Company object for that integration rather than duplicating data in Gorgias.

Kapture CX Agent records (name, email, role, team membership) map to Gorgias Agents by email match. Role names (Admin, Supervisor, Agent) in Kapture CX do not map directly to Gorgias's permission model, so we map permissions at the feature level based on the agent's functional access rather than the title. Any Kapture CX agent without a matching Gorgias account goes to a reconciliation queue for the customer's admin to provision before migration.

Kapture CX Teams group agents and route tickets by team-based assignment rules. Gorgias does not have a hierarchical team object; it uses a flat group model for permissions and a tag-based routing system for queue assignment. We convert Kapture CX team structures to Gorgias Groups, mapping team-based routing rules to Gorgias Rules with tag conditions. The customer's admin reviews the mapping before migration to confirm that team-level SLAs map to the appropriate Gorgias inbox or routing rule.

Kapture CX Knowledge Base Articles organized in Categories migrate to Gorgias Help Center Articles. Article text, structure, attachments, and internal/external visibility flags transfer 1:1. HTML-based article bodies are converted to Gorgias-compatible Markdown or HTML during import preparation. Non-English content with specialized character sets receives UTF-8 normalization before migration. AI-enabled articles with relevance ranking and NLP tuning from the GenAI Knowledge Base are flagged explicitly; Kapture's AI configuration layer does not expose via standard export, so relevance rankings are not transferred and require reindexing post-migration.

Kapture CX Canned Responses scoped to folders or queues migrate to Gorgias Macros. The response body, shortcut trigger, and folder assignment transfer. Language tokens and dynamic variable placeholders in Kapture are mapped to Gorgias's macro variable syntax (such as {{customer.name}} or {{ticket.url}}). Folders containing canned responses map to macro categories in Gorgias. We flag any canned response that uses Kapture-specific token formats not supported in Gorgias for manual adjustment before migration.

Kapture CX SLA Policies defining First Response Time and Resolution Time targets per priority level or queue do not migrate as executable configurations in Gorgias, which uses its own SLA rule engine. We export SLA Policies as structured JSON documentation covering trigger conditions, response windows, and escalation actions. This documentation is delivered to the customer's admin for rebuilding in Gorgias's SLA configuration UI. Calendar-based SLA windows in Kapture map to business hours settings in Gorgias; we document the mapping explicitly to avoid SLA drift at cutover.

Kapture CX Auto-Trigger rules, Contextual SOPs, and escalation workflows are Kapture-specific rule-engine configurations that export as JSON but cannot auto-deploy to Gorgias's rule system, which uses a different trigger, condition, and action model. We deliver a complete rule-audit export listing every active automation with its trigger conditions, conditions, actions, and recommended Gorgias Rules equivalent. The customer's admin rebuilds automations in Gorgias using the delivered mapping guide. This is one of the most frequently underestimated post-migration tasks, which is why we surface it explicitly during scoping.

Kapture CX Conversations across email, chat, WhatsApp, social, and voice transcript channels are stored as message entries under a Ticket. We preserve the full thread including internal notes and public replies. Attachments inline in conversations migrate as ticket attachments. Voice transcripts associated with the Conversation object transfer as message content within the ticket thread.

File attachments stored against tickets and knowledge base articles migrate to Gorgias up to the destination size limit (typically 25 MB per file). We migrate inline images and standard document attachments. Files exceeding the Gorgias size limit are flagged during the pre-migration audit, and a storage plan (Gorgias media hosting or a customer-controlled S3 bucket with link references) is agreed upon before migration. Files linked via signed URLs that expire are cached and re-hosted during the migration window to ensure post-decommission accessibility.

Kapture CX tags (flat labels applied to tickets) migrate 1:1 to Gorgias Tags. Tag names are preserved exactly. Where Kapture CX uses tags for folder-based organization, we map those to Gorgias Tags with a naming convention (prefix FOLDER: or QUEUE:) that the customer confirms before migration. Tags applied to knowledge base articles map to Gorgias Help Center article tags.

Kapture CX Folders define ticket organization and Queues define routing with agent team references. Since Gorgias does not have separate folder and queue objects, we split this into two concepts: routing intelligence maps to Gorgias Tags (with the original folder or queue name preserved), and permission scoping maps to Gorgias Groups. Where a Kapture CX queue references an agent team, both the tag and group assignments apply to migrated tickets so routing and access control are preserved simultaneously. This split requires customer confirmation during scoping because the routing and permission implications are use-case-specific.

Kapture CX custom fields on tickets (dropdown, checkbox, date, numeric, text) migrate to Gorgias Custom Fields on the Ticket object. We pre-create the destination custom field schema in Gorgias (label, type, required flag, priority order matching Kapture CX) before any data import. Field metadata and all data values transfer. Validation rules specific to Kapture CX (such as conditional required fields based on ticket channel) are documented as part of the rule-audit export for manual configuration in Gorgias after migration.