Migrate from knock-ai to Freshdesk

knock-ai conversation logs (buyer-facing chat history, timestamps, participant context) map to Freshdesk Ticket records. Each ticket's description field carries the opening message; threaded replies migrate as ticket conversation notes. AI qualification status (qualified/not-qualified) and routing destination migrate as custom ticket fields so agents retain qualification context without rebuilding it from scratch. Open knock-ai conversations at cutover become open Freshdesk tickets assigned to the mapped agent.

knock-ai leads that passed AI qualification criteria carry qualification status, scoring signals, and routing metadata. We map these to Freshdesk Contact records, preserving qualification status as a custom contact field (e.g., kn_qualified_score__c) and company enrichment data as contact properties. Company-level fields (size, industry, intent signals) attach as custom fields on the corresponding Freshdesk Company record.

Anonymous visitors captured by knock-ai (enriched by company and role but not yet qualified) map to Freshdesk Contact records with a custom field kn_visitor_status__c set to 'Anonymous' or 'Identified'. The enrichment signals (company domain, role, company headcount) transfer as additional custom contact fields. Anonymous visitors with no email address cannot be created as Freshdesk contacts without an email; these are documented separately for the customer's admin to either suppress or manually associate with a created contact.

knock-ai enrichment includes company info, role, intent signals, and CRM sync status pulled in real time. We map these to Freshdesk Contact custom fields (kn_enrichment_company_size__c, kn_enrichment_role__c, kn_intent_signal__c) and to Freshdesk Company fields where company-level data applies. If the enrichment already exists in a connected CRM (HubSpot or Salesforce), we reconcile against that CRM's records during scoping to avoid overwriting newer enrichment data with stale knock-ai data.

Scheduled meetings from knock-ai include buyer details, meeting type, and booking status. We export these as Freshdesk Note records linked to the corresponding Contact via ContentDocumentLink, with the meeting type, date, and booking status in the note body. Freshdesk's native calendar integration (if configured) can be populated manually post-migration or via the Freshdesk API if the customer maintains a Google Calendar or Outlook sync.

knock-ai's intelligent routing logic assigns leads to reps or teams by configurable conditions. Routing logic is not exposed via API for bulk export. We document the full rule tree during the scoping call and produce a structured routing specification (conditions, priorities, fallback behaviors) that the customer's admin uses to rebuild equivalent logic in Freshdesk's Round-Robin, Load-Based, or Skills-Based Assignment Rules under Admin > Product Updates > Assignment Rules. This is a manual rebuild; we do not automate the rule recreation.

knock-ai AI Intent Agent configurations — guardrails, approved answers, auto-booking trigger conditions, and flagged topics — are stored as platform-specific settings with no exportable API endpoint. We extract a human-readable summary of all configured topics, fallback behaviors, and routing logic during scoping. The customer or their Freshdesk implementation partner must manually reconfigure equivalent Freddy AI Agent behavior in Freshdesk's Freddy AI Studio based on that documentation. We do not rebuild AI agent logic as code in the destination.

knock-ai maintains a sync log showing what data was pushed to HubSpot or Salesforce. We use this log to identify which contacts, companies, and deals were enriched during knock-ai's operation. Before importing into Freshdesk, we run a deduplication pass on the sync log records against any existing Freshdesk contacts to prevent duplicate contact creation. If Freshdesk is connected to the same CRM, we reconcile the knock-ai sync log against the CRM records to avoid creating contacts in Freshdesk that already exist in the CRM.

Each knock-ai chat link is a configurable entry point with its own routing and branding settings. We export the link configuration including destination routing and display settings as a structured reference document. Freshdesk's embedded FPBot widget and portal configuration serve a comparable function. The customer's admin uses the documented Knock Link settings to configure Freshdesk's widget routing, proactive chat triggers, and portal branding in the Freshdesk product settings. This is a manual reimplementation step.