Migrate from LiveAgent to Intercom

LiveAgent Tickets are the primary object and map directly to Intercom Conversations. Each Ticket's status (Open, Pending, Resolved, etc.) translates to Intercom's open/closed state. The original LiveAgent Ticket ID is stored in a custom attribute on the Intercom Conversation for reconciliation. We migrate ticket priority as a custom attribute on the Conversation since Intercom Conversations do not have a native priority field. Ticket subject and body become the first customer message in the Intercom thread. Agents assigned in LiveAgent resolve to Intercom Teammates by email match before import.

LiveAgent Customers map to Intercom Contacts. Each Contact receives the original email, name, phone, and address from the Customer record. We enumerate all account-specific custom fields during scoping and create matching Intercom custom attributes before import. Contacts must be created in Intercom before any Conversation that references them — this is an Intercom API hard requirement, and we enforce it in the migration sequence by importing all Contacts first. Duplicate Contacts are deduplicated by email address.

LiveAgent Companies map to Intercom Companies when the source account uses them. If LiveAgent Companies are not in use, this step is skipped. Intercom Company records are created after Contacts if the account plan supports Companies (not available on Intercom Starter). We map LiveAgent Company name to Intercom Company name, domain to website, and preserve any custom fields. Company size and industry can be added as custom attributes if available in LiveAgent.

Every LiveAgent Ticket contains one or more Conversation messages. We fetch each message individually via the LiveAgent Conversations API endpoint and reconstruct the thread in Intercom by posting messages in original timestamp order. Agent messages post as Teammate replies in Intercom; customer messages post as Contact replies. This preserves the conversational flow that agents rely on for context. Attachments are downloaded from LiveAgent and re-uploaded to Intercom Part records with the same attachment URL preserved as a custom attribute.

LiveAgent Tags applied to Tickets migrate to Intercom Conversation tags. We recreate the same tag names in Intercom during migration. Tags used for conversation routing in LiveAgent (if any) are noted in the inventory document as requiring equivalent Inbox routing rules in Intercom. Tags are not applied to Contacts by default unless the customer specifically requests it during scoping.

LiveAgent Customer Groups (used for tier or region segmentation) are recreated as Intercom Segments using Intercom's filter-based segment builder. The original group membership logic — whether based on tags, plan tier, or custom field values — is translated into an equivalent Intercom Segment rule using Contact attributes. Segments do not migrate as data; they are rebuilt as active rules.

LiveAgent Ticket custom fields are discovered dynamically via the API during scoping and mapped to Intercom Conversation custom attributes. We pre-create the attribute in Intercom with the correct type (text, number, date, boolean, or list) before importing any Conversations. Fields that do not have an Intercom equivalent are noted in the mapping document and mapped as text attributes with the original value preserved.

LiveAgent Customer custom fields follow the same pattern as Ticket custom fields. We enumerate all active custom fields during scoping, match each to an Intercom Contact custom attribute of equivalent type, and create the attribute in Intercom before the Contact import phase. Any read-only or system-generated LiveAgent fields are excluded from the mapping.

LiveAgent does not expose a standalone Agents API object — agent information is embedded in ticket assignments and conversation records. We extract every distinct agent email and name referenced across Tickets and Conversations, then match by email against the Intercom workspace's Teammate list. Unmatched agents go to a reconciliation queue; the customer provisions missing Intercom Teammates before the migration resumes. Active agent status is preserved where available.

LiveAgent Knowledgebase articles (with title, body, category, publish status, and ACL settings) migrate to Intercom Help Center Articles. We export articles from LiveAgent's Knowledgebase API, reformat content to Intercom's editor format, and create Articles within the appropriate Collection. Article URLs change after migration; we document the URL mapping for the customer's admin to set up redirects. Draft articles in LiveAgent remain draft in Intercom.

Files linked to Tickets and Conversations are downloaded from LiveAgent via the Files API, stored temporarily, and uploaded to Intercom as Conversation Part attachments. We preserve the original file name and content type. Files larger than Intercom's attachment size limit are flagged and linked by URL instead. Image attachments are re-uploaded directly; document attachments are uploaded as file references.