Migrate from LimeChat to Gorgias

LimeChat conversation threads map to Gorgias Tickets with the original WhatsApp message history preserved in the ticket body as a structured timeline. Each message maps to a Ticket Comment with the sender role (customer, agent, bot), timestamp, and message type (text, image, document, button response). The WhatsApp channel attribution and LimeChat conversation ID migrate as custom fields for cross-referencing. If the LimeChat account has over 50,000 conversations, we run a staged export with date-range chunking to avoid timeout failures.

LimeChat customer profiles with WhatsApp phone number, name, email, and interaction history map to Gorgias Customer records. The WhatsApp identifier (wa_id) migrates as a custom string field since Gorgias does not have a native WhatsApp-specific contact field. Custom properties on the LimeChat customer record map to Gorgias custom fields by type: string properties to String custom fields, date properties to Date custom fields, boolean flags to Boolean custom fields. We run a dedupe check on email and phone before insert to prevent duplicate Customer records.

LimeChat WhatsApp marketing campaigns (targeting rules, message templates, send schedules) do not have a direct Gorgias equivalent since Gorgias separates marketing automation from support ticketing. We extract campaign structure and audience segment definitions as a written inventory document. WhatsApp broadcast templates migrate as Gorgias Saved Replies with the template body and variable placeholders preserved. The customer rebuilds targeting and scheduling logic inside Gorgias Rules or as a separate WhatsApp marketing tool (such as AiSensy, Wati, or a Meta-native Campaign Manager setup) post-migration.

LimeChat bot flows with trigger conditions, decision trees, and response actions extract as structured data documenting each node, branch condition, and response. Gorgias Rules handle event-based automation (ticket created, status changed, tag added) and Gorgias Macros handle agent-executed shortcuts. Complex LimeChat branching flows with more than three decision nodes do not map directly to a single Gorgias Rule and require simplification or a multi-Rule chain. We deliver a flow-to-Rule mapping document with condition fields and action fields specified for the customer's admin to configure.

LimeChat bot settings (NLP intent definitions, entity extraction rules, handoff configurations, response templates) export as intent label and trigger phrase documentation. The GPT-trained intent models themselves are proprietary to LimeChat's AI infrastructure and cannot be exported as portable files. We deliver a plain-text intent inventory listing each intent name, training phrases, and associated response so the customer can retrain equivalent intents in Gorgias Macros or in a connected chatbot layer (Gorgias's AI Agent or a third-party NLP tool). This is documented scope, not migrated code.

LimeChat helpdesk ticket records (issue descriptions, status, assigned agents, conversation linkage) map directly to Gorgias Tickets. Ticket status values (Open, Pending, Resolved, Closed) map to Gorgias Ticket status using a status mapping defined during scoping. Agent attribution resolves by matching LimeChat agent email to a Gorgias Agent provisioned before migration. Custom ticket fields migrate individually via Gorgias custom field creation in the REST API, with the external_id field used to cross-reference the original LimeChat field name.

LimeChat product catalog entries (SKUs, product names, descriptions, pricing) map to Gorgias Product records. The product reference inside LimeChat conversation context (used by bots to surface product information) migrates as Gorgias Product records so that agents handling tickets can reference the same product data. Full catalog synchronisation with the e-commerce platform (Shopify, WooCommerce) requires a separate integration setup in Gorgias post-migration.

Contact and conversation tags from LimeChat migrate as Gorgias Tag labels attached to the corresponding Customer or Ticket. Tag arrays stored as multi-value properties on LimeChat contacts map to multiple Gorgias Tag records associated with the same Customer. Tag-based segmentation used in LimeChat campaign targeting is noted in the campaign inventory document so the customer can rebuild equivalent segments using Gorgias Customer attributes and Rules.

Click-to-WhatsApp ad configurations and campaign attribution data extract as Meta ad reference records documenting the ad set ID, campaign name, and attribution window. The actual Meta ad account linking requires reconnection inside Gorgias under the customer's Meta Business partnership. We preserve the attribution reference so the customer can re-link the ad account post-migration in Gorgias Settings > Integrations > Meta.

The WhatsApp Business Account registered under LimeChat's Meta Business Solution Partnership requires a formal WABA transfer to Gorgias before WhatsApp channel activity can resume in the new platform. This is not a data migration step but a required Meta verification step coordinated during cutover. Transfer requests are submitted through Meta's Business Partner API and typically take 2-4 weeks. Active WhatsApp campaigns may be paused during this window. We sequence the data migration to complete before the WABA transfer begins to avoid partial imports on a changing source.

LimeChat aggregated analytics and dashboard metrics are derived data computed from raw conversation records and are not migrated as a dataset. We migrate the underlying conversation records (mapped to Gorgias Tickets) so that the customer can reconstruct CSAT, response time, and automation rate reports from migrated data inside Gorgias Statistics > Support Performance. Pre-built LimeChat analytics exports (CSV or PDF reports) are flagged for manual reference and do not transfer into Gorgias dashboards.

LimeChat agent accounts and their conversation assignments map to Gorgias Agent records. Agent email address is the dedupe key. Agents without email (shared inbox access) require manual provisioning in Gorgias before migration so that the Agent attribution on Tickets is correctly assigned. Deleted or inactive LimeChat agents and their ticket assignments go to a reconciliation queue for the customer's admin to reassign to active Gorgias Agents before production cutover.