Migrate from LiveAgent to Gorgias

LiveAgent Tickets map directly to Gorgias Tickets. Each Ticket carries status, priority, assignee, customer link, channel type (email/chat/social/phone), and custom field values. We preserve the LiveAgent ticket ID in a custom field la_ticket_id__c for cross-system audit. Phone-channel tickets from LiveAgent's call center are migrated with channel metadata but will appear as general Tickets in Gorgias since Gorgias has no call module — the customer admin should tag or filter these by la_channel_type for routing awareness.

LiveAgent Customers map to Gorgias Customers. Email, name, phone, language, timezone, and note fields migrate directly. Custom fields on Customer records require dynamic schema discovery from the LiveAgent API, then creation of equivalent custom fields in Gorgias via the Gorgias POST /api/custom-fields endpoint with object_type = Customer. We handle type mapping (string, boolean, number, date) per Gorgias's managed field type definitions.

Every LiveAgent Ticket's Conversation thread maps to Gorgias Message records attached to the Ticket. Agent messages, customer messages, internal notes (LiveAgent internal messages become Gorgias private notes), and attachment references all transfer. Timestamps and message-author attribution are preserved. Phone call transcripts (LiveAgent call recordings) become Messages with channel metadata; the audio file URL is stored as a link in the message body.

LiveAgent Companies are separate entities linked to Customers. Gorgias does not have a standalone Company/Account object — organizational context lives as an organization field on the Customer record. We map LiveAgent Company data into the Customer's organization name and create a custom field la_company_id__c for reference. If the customer relies heavily on Company-level segmentation (e.g., B2B accounts with multiple contacts), we create a multi-select tag set or a custom Customer field to preserve that relationship.

LiveAgent Agents are not a standalone API object — agent info is embedded in Ticket assignments and conversation authorship. We extract distinct agent email addresses from Tickets and Conversations, then provision them as Users in Gorgias. We map by email match and flag any LiveAgent agent with no corresponding Gorgias user for the customer admin to create before record import.

LiveAgent Tags (applied to Tickets and Conversations) migrate to Gorgias Tags. Tag names are preserved exactly. We check for tag name collisions with existing Gorgias tags and merge or rename as needed during scoping. Tags used for internal routing or SLA classification in LiveAgent should be reviewed by the customer admin post-migration since Gorgias's tag-based filtering behaves differently.

LiveAgent Knowledgebase articles migrate to Gorgias Help Center articles. We export articles with content, category assignment, status (published/draft), and ACL settings. Gorgias Help Center supports article categories that map from LiveAgent's Knowledgebase categories. The article URL slug may change post-migration; we preserve the original LiveAgent article ID in a custom field for internal reference. Draft articles migrate as drafts in Gorgias for the customer's review before publishing.

LiveAgent Customer custom fields are account-specific schemas exposed via the API's customer endpoint. We enumerate all custom field names, data types, and required flags during scoping, then create matching Gorgias custom fields via the Gorgias POST /api/custom-fields endpoint with object_type = Customer. String fields map to text, boolean to boolean, date to date, and number to number per Gorgias's managed_field_type definitions. Required-field enforcement is handled during migration by validating before insert.

LiveAgent Ticket custom fields follow the same account-specific schema pattern as Customer custom fields. We enumerate all ticket custom fields during scoping, create equivalent Gorgias custom fields via POST /api/custom-fields with object_type = Ticket, and map values during the Ticket import phase. The LiveAgent ticket ID is preserved in a custom field on each Gorgias ticket for cross-system reconciliation.

LiveAgent Customer Groups segment customers by tier, region, or account type. Gorgias does not have a native Groups object — segmentation is handled via Tags and filter-based Views. We migrate group membership as Tags on each Customer record (e.g., group-name as a tag value) so that Gorgias agents can filter by segment using tag-based views. The customer admin should review tag naming conventions during scoping.

LiveAgent Macros, Rules, and SLA configurations are not exposed via the public REST API and cannot be extracted automatically. We do not migrate them. We deliver a written inventory of every active LiveAgent Macro and Rule as documented during scoping: trigger condition, actions, and SLA settings. The customer admin rebuilds these in Gorgias's Rule and Macro editor post-migration. This is a manual step outside migration scope.

Files attached to Tickets and Conversations in LiveAgent are downloaded via the LiveAgent Files API, then uploaded to Gorgias and linked to the corresponding Ticket Message. File name, size, and MIME type are preserved. We re-upload each file to Gorgias using the Gorgias API's attachment endpoint and associate it with the Message record created during the Conversation migration phase.