Migrate from LiveChat to Gorgias

LiveChat Agents migrate directly to Gorgias Users. We preserve display name, email address, and role (agent vs admin). LiveChat Group or Department membership maps to Gorgias Teams, and we assign each agent to their corresponding team during import. Note: Gorgias authentication uses the user's email as the username for REST API access, so we validate email format and uniqueness during mapping. LiveChat agents must be explicitly deactivated in the LiveChat admin panel post-migration to stop billing; we coordinate this as a cutover step rather than an import action.

LiveChat Requesters (customers initiating conversations) map to Gorgias Customers. We preserve email, name, phone, and any requester-level custom fields. LiveChat's requester properties (created_at, last_visit, browser, location, avatar_url) map to Gorgias customer attributes including a custom_text field for session metadata. Email acts as the dedupe key during import; duplicate requesters with the same email are merged into a single Gorgias customer with conversation history consolidated.

LiveChat Chats map to Gorgias Tickets. The chat thread becomes ticket messages with the original timestamp, agent name, and message content preserved. Chat events (chat started, chat ended, chat transferred, chat rated) become internal ticket notes or are dropped if the destination's schema does not support them. The LiveChat chat_id is preserved in a Gorgias custom field (livechat_chat_id__c) for reconciliation. Open chats are imported as open tickets; closed chats are imported as closed tickets with their resolution timestamp.

LiveChat chat tags migrate to Gorgias ticket tags. We normalize character set and length (Gorgias tag limits are applied during import). Tags used for chat categorization are preserved as-is; tags that represented internal routing logic (e.g., department tags) are flagged in the migration report as candidates for Gorgias Rules to recreate routing behavior.

LiveChat requester-level custom fields (e.g., customer_tier, loyalty_level) map to Gorgias Customer Properties. We create the destination property in Gorgias (Settings > Customers > Properties) before import and map values by email match. If the same property name exists under multiple LiveChat widgets with different internal IDs, we consolidate to a single Gorgias property and log the widget source for the customer's reference.

LiveChat chat-level custom fields present a schema challenge because they are widget-scoped, not global. We extract all widget-level field definitions during discovery, deduplicate by name, and create equivalent Gorgias ticket attributes. Values are mapped to tickets during import. If a ticket has no value for a given field, we leave the Gorgias attribute blank (not null-unless-required). Fields with picklist-type values in LiveChat become text-type attributes in Gorgias unless the customer's plan supports picklists.

LiveChat Canned Responses are workspace-level templates with {{variable}} placeholders. We split them during migration: short, universal replies (greetings, closings, standard FAQs) map to Gorgias Macros (ticket-level saved replies); snippets with conditional logic or order-specific variables map to Automate Quick Responses. Variable syntax differs between platforms: LiveChat uses {{requester.name}} while Gorgias uses {{customer.name}}; we transform variable names during the macro import. Complex conditional canned responses that use ChatBot-specific logic cannot migrate and are flagged for manual recreation in Gorgias Automate Flows.

LiveChat Chat Ratings (1-5 stars or thumbs up/down) are attached to individual chats. Gorgias supports a satisfaction rating on tickets. We map star ratings to the Gorgias satisfaction score (1-5 integer). Thumbs-based ratings are converted to 5 (thumbs up) or 1 (thumbs down). If a chat has no rating, no satisfaction record is created in Gorgias. Rating timestamps and agent attribution are preserved in a custom ticket note for audit.

LiveChat Help Center articles (titles, body HTML, slugs, categories) map to Gorgias Help Center articles. We preserve article body HTML, restructure nested category hierarchy to Gorgias's flat section-article model, and map slugs to article URLs. Complex nesting beyond Gorgias's two-level structure (section > article) requires flattening and is documented in the migration report. Article publication status migrates as-is; draft articles are imported as drafts in Gorgias.

LiveChat Groups or Departments (which assign agents to functional teams) map to Gorgias Teams. We create Teams in Gorgias during setup, assign the migrated agents to their corresponding team, and map any LiveChat group-level routing rules to Gorgias Rules that trigger on ticket channel or tag conditions.

LiveChat Automated Rules trigger on chat events (e.g., new chat, visitor returns, tag applied). Gorgias Rules trigger on ticket conditions (e.g., channel, tag, customer property). We do not migrate rules as code because the trigger models differ. We document every active LiveChat rule in a written inventory with its trigger, conditions, and actions, plus a recommended Gorgias Rule equivalent for the customer's admin to rebuild post-migration.

LiveChat analytics (CSAT trends, response time, agent performance, chat volume by channel) are computed summaries with no raw event log export. We do not migrate analytics data. We recommend exporting PNG screenshots or PDF reports of the key dashboards before migration for historical reference. Post-migration, Gorgias's own analytics and Automate Statistics dashboards provide fresh data from the day of cutover.