Migrate from Khoros Service to Intercom

Khoros Customer records map to Intercom Contacts with email as the primary dedupe key. We export standard fields (id, screen_name, email, location, gender) and all custom searchable and non-searchable customer fields discovered via the Khoros meta/object endpoint. Custom fields migrate as Intercom custom attributes on the Contact record. The Author profile social identity (screen_name, brandOwned flag, properties metadata) attaches as additional custom attributes where Intercom has no native equivalent.

Khoros Case maps to Intercom Conversation as the primary ticket record. Case title becomes Conversation subject; Case status (open, pending, resolved, closed) maps to Intercom's conversation state. Custom case properties discovered via GET /meta/object/case migrate as conversation custom attributes. Cases created before and after Khoros's July 2025 support portal transition may carry different ID formats; we normalize these during export to prevent import collisions.

Khoros Interactions are the individual messages, notes, and status changes embedded within a Case. We export the full interaction history including timestamp, author reference, direction (inbound/outbound), channel, and body text. These import as Intercom Conversation Parts with the original timestamp preserved. Message ordering within the thread is maintained by sequencing on the original interaction timestamp to avoid thread breaks during import.

Khoros Author represents the social identity of a customer engaging on a channel and links to the Customer record. We export author profile data (screen name, brandOwned flag, properties metadata) and resolve the Author-to-Customer lookup at migration time. The social profile attributes attach as Intercom custom attributes on the Contact so agents retain the cross-channel identity context.

Khoros agent records include email, name, and role assignment. We map agent assignments on Cases and Conversations to Intercom Teammates resolved by email match. Khoros role types (admin, agent) map to Intercom's admin and teammate permission levels. Khoros initiative-based scoping has no direct Intercom equivalent; we map initiative membership to Intercom team assignments or tags on the conversation.

Khoros Brands define multi-tenant scoping for enterprise deployments managing multiple product or regional communities. Intercom does not have a native Brand equivalent. We export Brand associations as tags on the Customer and Case records. For enterprise deployments with strict data separation requirements, Brand associations can map to separate Intercom Workspaces if the customer provisions them pre-migration.

Khoros Initiatives group Campaigns and Case workflows under a specific business objective. We export initiative membership on Case and Author records and map it to a tag on the Intercom Conversation or Contact. Initiative-level reporting scope does not migrate; the customer rebuilds this segmentation in Intercom's reports using the migrated tags.

Khoros Campaigns track marketing and social care campaign attribution on Cases and Conversations. We export campaign association as a tag on the Case (and therefore the Intercom Conversation). Intercom has no native Campaign object; the tag preserves the attribution link for the customer's reporting team to segment in Intercom reports.

Knowledge base articles in Khoros have structured content, categories, and visibility settings. We export article body, title, and category hierarchy. Image assets embedded in KB content are downloaded from Khoros CDN and re-uploaded to Intercom's Help Center CDN during import. Article visibility settings (public, registered, agent-only) map to Intercom's Article visibility options. Multi-language article sets require the customer to add languages in Intercom Help Center settings before import.

Khoros custom fields on Customer are discovered via GET /meta/object/customer before migration begins. Each discovered custom field maps to an Intercom Contact custom attribute of the equivalent type (string, number, boolean, date). Searchable fields in Khoros have no special Intercom handling; Intercom's search operates across all Contact attributes equally.

Khoros custom fields on Case are discovered via GET /meta/object/case before migration. Each discovered custom field maps to an Intercom Conversation custom attribute. The mapping type (string, number, boolean) is preserved from the Khoros meta response. Conversation custom attributes are visible in the Intercom Inbox sidebar for agents reviewing migrated tickets.

Khoros Conversation (real-time messaging object) maps directly to Intercom Conversation. We export conversation metadata, participants, and message history at 60 req/min per Khoros API rate limit, chunking large exports in batches with exponential backoff to avoid 429 errors. Channel metadata (social channel source, messaging platform) attaches as a custom attribute on the Intercom Conversation.