Migrate from LimeChat to Zoho Desk

LimeChat WhatsApp conversation threads map to Zoho Desk Tickets. The message body, timestamps, sender (customer or agent), and message type (text, image, document) migrate as Ticket Threads. We preserve the original WhatsApp channel origin in a custom field cf_whatsapp_channel__c and carry the LimeChat conversation ID as cf_limechat_conversation_id__c for audit reconciliation. Agent attribution maps from LimeChat agent email to Zoho Desk agent email match.

LimeChat customer profiles with WhatsApp identifier, contact details, and interaction history map to Zoho Desk Contact records. The WhatsApp phone number migrates to the Mobile field, and any WhatsApp-specific metadata (profile photo URL, WhatsApp Business verified status) maps to custom fields. Custom fields on LimeChat contacts map to Zoho Desk custom fields scoped to the Contact module.

LimeChat WhatsApp marketing campaigns with targeting rules, message templates, and send schedules do not have a direct Zoho Desk equivalent. We extract campaign structure and audience segments as plain-text documentation. The customer's admin rebuilds campaign logic in Zoho Desk Blueprint or connects a dedicated WhatsApp marketing tool (such as Zoho's own WhatsApp integration or a third-party like Wati) post-migration.

Bot flows define trigger conditions, decision trees, and response actions. We extract flow logic as structured JSON documentation including trigger events, conditional branches, response templates, and handoff rules. Zoho Desk Blueprint is the equivalent automation construct but requires manual reconstruction because LimeChat's bot flow builder uses a different event-action model than Zoho's.

LimeChat's GPT-powered NLP intent definitions and entity extraction rules do not transfer as portable files. We export intent labels, trigger phrases, and response templates as plain-text documentation. The customer retrains or recreates NLP models using Zoho Desk's Zia Skills for FAQ article creation and ticket deflection. Zia does not offer a direct import for externally trained GPT intent models.

Standard ticket records in LimeChat migrate cleanly to Zoho Desk Tickets. Ticket subject, description, status, priority, assigned agent, and created/modified timestamps map directly. Custom ticket fields are mapped individually during scoping. Note that Zoho Desk ticket creation timestamps default to migration date for imported records; we flag this limitation and advise the customer if original timestamps are critical for SLA audit.

Product catalog data from LimeChat including SKUs, product names, descriptions, and pricing map to Zoho Desk Product records. Product information surfaced by LimeChat bots during conversations migrates as Product records that agents can link to Tickets for context.

Contact and conversation tags used for segmentation and workflow triggers migrate as Zoho Desk Tags. Tag names and their associations to individual Contact and Ticket records preserve as TagAssignment records. Note that LimeChat tag logic used for campaign audience targeting requires manual reconfiguration in Zoho Desk segmentation tools.

Click-to-WhatsApp ad configurations and associated campaign attribution export as documentation. The actual Meta ad account reconnection requires setup in Zoho Desk under Setup > Channels > Social Media or via a Meta Business Solution Provider re-verification. We document the ad account and campaign IDs for the customer's Meta admin to reconnect post-migration.

Pre-computed analytics and dashboards from LimeChat do not migrate as portable reports. We migrate the underlying conversation and ticket data so the customer can rebuild reports in Zoho Desk's native reporting engine. Key metrics (FRT, Resolution Time, CSAT if available) are preserved as custom fields on Tickets where applicable.

LimeChat support agents map to Zoho Desk agents by email match. Agents are associated with Zoho Desk departments during import. We extract agent profiles including role, name, and email; the customer's Zoho Desk admin provisions the matching agents in Zoho Desk before migration if they do not already exist.

LimeChat customer accounts (organizations linked to customer profiles) map to Zoho Desk Account records. Account name, website, phone, industry, and address fields migrate directly. Contacts without an associated Account are migrated as standalone contacts; Zoho Desk supports linking Account to Contact post-migration if needed.