Migrate from knock-ai to Zendesk

Knock AI Qualified Leads with AI qualification status, company size, role, budget, and intent signals map to Zendesk User records. Qualification status from Knock AI (qualified, disqualified, pending) migrates to a custom user field kn_qualification_status__c. Company size and intent score migrate to custom user fields for segmentation in Zendesk reporting. Email becomes the dedupe key; any existing Zendesk User with the same email triggers a merge rather than a duplicate create.

Knock AI captures both anonymous site visitors and identified visitors by company and role. Anonymous visitors with no email are held in a staging table during scoping; if an email is associated before migration cutover, they upgrade to User. Identified visitors map to Zendesk User with enrichment data (company, role, intent signals) preserved in custom fields. Visitors that never converted to Qualified Leads are optional migration scope based on customer requirement.

Knock AI conversation logs—including full chat history, timestamps, and participant information—map to Zendesk Tickets with the conversation thread as ticket comments. The Knock AI conversation ID is preserved as a custom ticket field kn_conversation_id__c for audit traceability. Each ticket is created under the corresponding User (requester) and the rep who owned the Knock AI conversation is set as the assignee via User email resolution.

Knock AI enrichment fields (company info, role, intent signals, CRM status pulled in real time) map to Zendesk custom user fields. We create custom fields of the appropriate type (text, numeric, dropdown) for each enrichment attribute that the customer uses for segmentation or routing. If the customer uses Knock AI's CRM sync log to track enrichment source, that status field also migrates as a custom user field.

Knock AI scheduled meetings with buyer details, meeting type, and booking status map to Zendesk ticket comments capturing the meeting summary, or to Zendesk Events linked to the User record if calendar integration is required. Meeting booking links and calendar invite URLs migrate as text in the ticket comment or Event description for reference by the assigned agent.

Knock AI intelligent routing assigns leads to reps or teams based on configurable conditions. Routing logic is not exposed via API for bulk export. We document the full rule tree during scoping—including condition logic, priority ordering, and fallback behaviors—and produce a structured routing specification that your Zendesk admin uses to rebuild equivalent logic as Zendesk Triggers and Automations. This is a documentation-only deliverable; triggers are not migrated as code.

Knock AI AI Intent Agent guardrails, approved answers, and auto-booking trigger conditions are stored as platform-specific settings with no documented export endpoint. We extract a human-readable summary of all configured topics, fallback behaviors, routing logic, and answer content, but the configurations must be manually reimplemented in Zendesk's AI Agents using the Advanced AI add-on. Zendesk's zero-training use-case model differs structurally from Knock AI's expression-based agent; our documentation maps the intent-topic equivalents to Zendesk's use case categories.

Knock AI maintains a CRM sync log showing what data was pushed to HubSpot or Salesforce. We use this log to identify which contacts and companies were enriched, avoiding duplicate creation when migrating into Zendesk if the customer also syncs Zendesk to the same CRM post-migration. The sync log itself does not map to a Zendesk native object; we deliver it as a reference CSV for the customer's admin to use during reconciliation.

Each Knock AI chat link is a configurable entry point with its own routing and branding settings. Chat link configuration—including destination routing, display settings, and channel source—migrates as a written configuration summary that your Zendesk admin uses to set up equivalent Zendesk Support channels (Web Widget, Messaging, Chat) in Admin Center.

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; those remain in LinkedIn. We deliver a list of the trigger conditions (intent score thresholds, buyer profile criteria) that activated LinkedIn outreach so your team can reconfigure equivalent LinkedIn Sales Navigator workflows post-migration.