Migrate from Kapture CX to Intercom

Kapture CX Tickets map to Intercom Conversations with every thread entry (public reply, internal note, channel message) preserved in sequence. The Kapture ticket ID is stored as a custom conversation attribute kapture_ticket_id__c for cross-reference during reconciliation. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom Conversation state, and Kapture priority (Low, Medium, High, Urgent) becomes a custom conversation attribute priority__c since Intercom's standard priority field applies to SLA urgency not ticket severity. Custom ticket field values migrate to conversation attributes using the type-matched Custom Attribute API.

Kapture CX Contacts map to Intercom Users with email as the primary dedupe key. Name, email, phone, and custom contact properties migrate as standard User attributes (name, email, phone) and custom attributes (custom_attributes). Kapture's customer_created_at timestamp maps to User created_at. Any duplicate email detected across Kapture contacts triggers a reconciliation flag before import so the customer's admin decides whether to merge or skip.

Kapture CX's Organizations object has name, industry, website, and address fields. Intercom has no native Companies or Organizations object, so organization-level fields from Kapture are flattened into the User record as custom attributes: org_name, org_industry, org_website, org_address. For teams using organization-level data to segment or route conversations, we recommend a separate Intercom Custom Attribute group for Organizations that can be linked to Users via the organization_name attribute. This requires a separate data model decision during scoping.

Kapture CX Agents map to Intercom Admins by email match. Role names (Admin, Supervisor, Agent) are mapped to Intercom's agent role schema: Kapture Admin and Supervisor map to Intercom Admin; Kapture Agent maps to Intercom Agent. Team membership migrates by resolving the Kapture team reference to an Intercom Team created in the Teams migration step before agent import begins.

Kapture CX Teams migrate to Intercom Teams with team name and member list preserved. Kapture queue assignments (which tickets route to which teams) are reattached as Intercom Team Inbox assignment rules. If a Kapture queue references a Folder hierarchy, the top-level folder becomes the Team name and sub-folders are dropped since Intercom Teams do not support nested hierarchy.

Kapture CX Knowledge Base articles migrate to Intercom Articles with category mapping to Intercom Collections. Article body rich text is converted from Kapture XML or HTML to Markdown or Intercom-compatible HTML during import preparation. Attachments migrate as files attached to the Article via the Articles API. We run a pre-migration UTF-8 encoding audit on all articles and normalize character encoding before import. Non-English article content migrates as-is; Intercom Articles support multilingual content at the collection level.

Kapture CX Canned Responses migrate to Intercom Saved Replies. The response body migrates as saved_reply.body, and the shortcut or trigger keyword maps to a note on the Saved Reply for documentation. Kapture's folder-scoped canned responses (per-queue or global) map to Intercom's Inbox-level Saved Replies; folder scope does not have a direct Intercom equivalent, so we document the original folder assignment for the admin to reorganize in Intercom. Token variables (such as {{customer_name}} or {{ticket_id}}) require manual replacement logic if they use Kapture's variable syntax rather than Liquid templating.

Kapture CX SLA Policies (First Response Time and Resolution Time per priority level or queue) map to Intercom SLA Definitions and Inbox SLAs. Each Kapture SLA Policy becomes an Intercom SLA Definition with First Reply Time and Next Reply Time targets converted from Kapture's time-unit configuration to Intercom's time-threshold SLA format. Kapture's priority-based SLA targets (Urgent = 1hr FRT, High = 4hr, etc.) map directly to Intercom SLA targets. Note that Intercom's SLA features are available on the Complete plan ($126/seat/mo) and above; Starter and Grow plans require an upgrade for SLA configuration to migrate.

Kapture CX Auto-Trigger rules, Contextual SOPs, and escalation workflows export as structured JSON for review and do not auto-deploy to Intercom. Each rule is documented with its trigger condition, action sequence, and queue or agent assignment. Intercom Workflows (available on Complete and above) have a different trigger model and action set, so a manual rebuild is required. We deliver a rule-audit export listing every active automation with its Kapture configuration and a recommended Intercom Workflow equivalent. This is the most underestimated effort in the migration and we surface it explicitly during scoping.

Voice interactions in Kapture CX generate transcripts stored under the Conversation object with a distinct channel type. Intercom does not natively support voice or telephony channels, so voice transcripts migrate as internal Conversation Notes with the channel type stored as a custom attribute voice_transcript__c and the recording URL as recording_url__c. The recording URL is a signed link from Kapture that may expire; we cache recording references during the migration window and store them in a customer-controlled object. Customers with active voice support requirements need a separate telephony integration (such as Aircall, Dialpad, or Kixie connected to Intercom) post-migration.

File attachments against Kapture CX Tickets and Knowledge Base articles migrate to Intercom as conversation attachments and article attachments respectively. Files are uploaded via the Intercom Attachments API. Intercom's maximum attachment size is 10 MB; files exceeding this threshold are flagged during scoping with a recommendation to store them in a shared object store (S3, Google Cloud Storage) and link from a custom conversation attribute.

Kapture CX Tags migrate as Intercom conversation tags. Tag names migrate 1:1 and are created in Intercom before conversation import so that tags can be applied during data load. Kapture's ticket-tag associations (which tags are applied to which tickets) map to Intercom conversation-tag relationships. Tags used for categorization in Kapture folders are noted for the admin to reorganize as Intercom Tags or Topics post-migration.

Kapture CX Folders and Queues define ticket organization and routing. The top-level folder becomes an Intercom Team; sub-folders are merged into a flat tag structure since Intercom Teams do not support nested hierarchy. Queue assignment rules (which tickets route to which agents or teams based on skillset, language, or availability) map to Intercom Assignment Rules and routing logic in the Inbox settings. SLA-linked queues are noted so that queue-to-SLA associations are reattached in Intercom's SLA configuration post-migration.

Kapture CX custom fields on tickets (dropdown, checkbox, date, numeric, text) migrate to Intercom Custom Attributes using type matching: Kapture dropdown maps to Intercom select, Kapture checkbox maps to Intercom checkbox or boolean, Kapture date maps to Intercom date, and Kapture numeric maps to Intercom number. We export field metadata (name, type, required flag, default value) and create matching custom attributes in Intercom before conversation import so that all migrated conversations have the attribute schema in place.

Kapture CX Reports and Analytics dashboards are configuration artifacts that do not export as data. We deliver a report-coverage document listing every active Kapture report with its metric definitions, filters, and chart types for the customer to rebuild in Intercom's Reports section (available on Advanced plan). SLA performance reports migrate as written documentation so the admin can configure equivalent Inbox SLA reports in Intercom.