Migrate from LimeChat to Zendesk

LimeChat WhatsApp conversation threads map to Zendesk Tickets. Each thread becomes a Ticket with comments capturing the full message history. Message timestamps, sender identifiers (customer WhatsApp number), and agent attribution migrate as Ticket metadata. WhatsApp-specific message types (template messages, interactive buttons) are stored as comment text with a type tag. We use Zendesk Tickets API with rate-limit handling and batch chunking to preserve thread integrity.

LimeChat Customer profiles with WhatsApp identifiers map to Zendesk Users. Customers with shared domain or company attribution merge into Zendesk Organizations, with the Organization linked to each User record. Custom fields on LimeChat profiles migrate to Zendesk user fields or organization fields. WhatsApp contact details (phone number, profile photo URL) migrate as user attributes with the phone number stored in the standard Zendesk user phone field.

LimeChat WhatsApp marketing campaigns map to Zendesk Tags applied to the relevant Tickets or Users. Campaign targeting rules and audience segments are documented as structured data and provided as a written handoff for the customer to configure Zendesk views and macros around campaign cohorts. Campaign performance metrics (send rates, open rates) are preserved as a data extract for manual reporting recreation.

LimeChat bot automation flows define trigger conditions, decision trees, and response actions. We extract the flow logic as structured JSON documentation including trigger events, conditional branches, and response sequences. Zendesk Triggers handle event-based automation (ticket creation, status change, SLAs) and Macros handle response templates. Complex branching logic may require simplification or manual reconstruction. We do not migrate automation flows as executable code.

LimeChat bot NLP intent definitions, entity extraction rules, and handoff configurations export as plain-text documentation listing intent labels, trigger phrases, and response templates. Zendesk macros replicate response templates and handoff routing. NLP-trained intent models do not transfer across AI providers; the customer must retrain or configure Zendesk AI Agent with their intent set. We provide an intent mapping document to support this rebuild.

LimeChat Helpdesk Tickets migrate directly to Zendesk Tickets. Ticket ID, subject, description, status, priority, assigned agent, and conversation linkage migrate cleanly. Custom ticket fields map individually during scoping with type-matched Zendesk custom fields. Ticket timestamps preserve the original creation and update times to maintain SLA audit trails.

LimeChat product catalog records (SKUs, names, descriptions, pricing) migrate to Zendesk Products. Product linkage during conversations (product recommendations, order lookups) is preserved by linking the migrated Products to relevant Tickets via custom fields. Full catalog sync with the e-commerce platform requires reconnection at the destination since LimeChat's native Shopify and WooCommerce integrations do not carry over.

Contact and conversation tags used for segmentation and workflow triggers in LimeChat migrate as Zendesk Tags with preserved label names and associations to individual records. Tags applied to Customers attach to the corresponding Zendesk User records; tags applied to Conversations attach to the corresponding Ticket records. Multi-value tag fields migrate as tag arrays that Zendesk handles natively.

LimeChat Click-to-WhatsApp ad configurations and associated campaign attribution data export as structured records. The ad-to-campaign linkage is preserved by mapping the ad source to a Zendesk Ticket tag and the source campaign name to a custom Ticket field. Meta ad account reconnection happens in the Zendesk Sunshine messaging configuration separately from migration scope.

LimeChat aggregated analytics and pre-computed reporting metrics are derived data rather than raw records. We do not migrate dashboards. The customer's admin rebuilds reports from migrated Ticket data using Zendesk Explore or an external BI tool. We preserve a data extract of LimeChat analytics exports as a reference for rebuilding reporting in Zendesk Explore.