Migrate from knock-ai to Gorgias

Knock AI Visitors (anonymous site visitors identified by company, role, and intent signals) map to Gorgias Customer records. The enrichment data—company name, domain, company size, role, budget tier, and intent score—moves as custom properties on the Customer object. Email address is the primary dedupe key. If the visitor was already a known contact in Knock AI's CRM sync log, we match against the email to avoid creating duplicate Customers in Gorgias. Shopify customer records are linked via email match so that order history surfaces in the support ticket.

Knock AI conversation logs (full buyer-facing chat history, timestamps, participant info, qualification outcome) map to Gorgias Ticket records. Each Ticket receives the conversation as a message thread. The Knock AI qualification status (qualified, unqualified, routing destination) migrates as a custom ticket property so support agents can see buyer intent context on the ticket. Internal rep notes attached to conversations in Knock AI are flagged as a separate export and associated manually since Knock AI does not expose internal notes via API.

Knock AI leads that passed AI qualification carry a qualification score and routing destination. We map the qualification score to a custom number property on the Gorgias Customer (qualification_score__c) and the routing destination to a custom text property (routing_destination__c). Gorgias does not have a native lead object; qualification context is stored as customer metadata rather than as a separate record type. The customer decides whether to use qualification score for routing or tagging in Gorgias during scoping.

Prospect enrichment from Knock AI (company info, role, intent signals, LinkedIn profile URL, CRM sync status) maps to named custom properties on the Gorgias Customer. Fields include company_size__c, job_title__c, intent_signals__c, linkedin_url__c, and crm_sync_status__c. We map the enrichment schema during scoping and pre-create all custom fields in Gorgias before migration. Any enrichment data linked to CRM contacts that were also synced to HubSpot or Salesforce carries a separate migration path to the customer's CRM.

Knock AI meeting bookings (buyer details, meeting type, booking status, calendar reference) map to a custom Ticket property or external reference field in Gorgias. The meeting URL, buyer name, and meeting type migrate as structured properties on the associated Customer or Ticket. Calendar events themselves are not recreated in Gorgias since Gorgias does not have a native calendar object; we document the meeting context so agents can access the calendar link in the customer record.

Knock AI routing rules assign leads to reps or teams based on configurable conditions. Routing logic is not exposed via API for bulk export. We extract the full rule tree during the scoping call, document the condition matrix (company size, role, intent threshold, routing destination), and produce a structured routing specification. The customer's Gorgias admin uses this specification to rebuild equivalent routing as Gorgias Automations (trigger-based assignment) or Macros. Routing rebuild is out of scope for data migration and handled as a separate documentation deliverable.

Knock AI AI Intent Agent configurations—guardrails, approved answers, auto-booking trigger conditions, and fallback behaviors—are stored as platform-specific settings with no documented export API. We extract a human-readable summary of all configured topics, routing logic, and fallback conditions. The customer's team rebuilds equivalent knowledge in Gorgias AI Agent using Help Center articles, Guidance (custom instructions), and Actions (multi-step processes). This is a manual reimplementation step outside data migration scope.

Knock AI maintains a sync log showing what contact and company data was pushed to HubSpot or Salesforce. We use this log to reconcile which Knock AI contacts were already synced, avoiding duplicate creation in the customer's CRM during or after migration to Gorgias. If the customer continues using HubSpot or Salesforce alongside Gorgias, we document the existing sync configuration so that post-migration CRM sync can be re-established from Gorgias rather than from Knock AI.

Each Knock Link is a configurable entry point with its own routing, display settings, and branding. Knock Links do not have a Gorgias equivalent because Gorgias uses channel-based routing (email address, chat widget, social handle) rather than unique per-link entry points. We export the link configuration as a structured document listing each Knock Link, its routing destination, and its display settings. The customer's team rebuilds equivalent entry points as Gorgias channel configurations or macros.

LinkedIn outreach sequences triggered by Knock AI are stored in LinkedIn Sales Navigator, not in Knock AI itself. We do not migrate active LinkedIn sequences because they are not accessible via Knock AI's API. The customer must manage LinkedIn sequences directly in LinkedIn Sales Navigator or their LinkedIn account post-migration.

Gorgias has native Order objects linked to Shopify. If the customer is a Shopify merchant and Knock AI captured order references or purchase intent signals during buyer conversations, we map those order references as linked Order lookups on the corresponding Gorgias Customer or Ticket. This requires the Gorgias Shopify integration to be active and authenticated before migration. We flag this dependency during scoping.

Knock AI tags applied to visitors, conversations, or leads (segment tags, qualification tags, routing tags) map to Gorgias Tags on the Customer or Ticket. We extract the full tag taxonomy during scoping and apply tags at the appropriate object level in Gorgias during migration.