Migrate from LiveChat to Intercom

LiveChat Chats map to Intercom Conversations. Each chat thread becomes a conversation record with message-by-message body preserved as conversation parts. The chat's opened and closed timestamps map to Intercom's created_at and updated_at. Chat status (active, closed) maps to Intercom's open and closed state. We implement the contact-first ordering required by Intercom's API: contacts are imported before any conversation threads are created, and each conversation is created as an inbound message from the contact to preserve visibility in the Intercom Messenger.

LiveChat Requesters map to Intercom Contacts. Email, name, and any requester-level custom properties migrate as Intercom custom attributes. Intercom requires that every Contact exist before any Conversation referencing it is created, so we batch all Requesters into a contact-only import phase before any chat threads are written. Unnamed requesters (visitor-only chats without email) receive a generated placeholder email to satisfy Intercom's minimum contact identifier requirement.

LiveChat Agents map to Intercom Teammates. Display name, email, and role (regular agent vs admin) migrate directly. Agent assignment on chat threads resolves via email match to the Intercom Teammate record. We flag any LiveChat agent without a destination email as a reconciliation item before migration begins, since Teammate provisioning in Intercom is a separate admin action.

LiveChat chat-level tags migrate as Intercom conversation tags. Tag names are normalized to Intercom's allowed character set (alphanumeric, hyphens, underscores). Tags used for conversation routing or priority flagging are preserved as tag strings; if the customer used tags to represent SLA tiers or departments, we document that mapping for the admin to recreate as Intercom Teams or conversation routing rules.

LiveChat's chat-level CSAT score (0-5 or thumbs up/down) maps to Intercom's conversation satisfaction field. Intercom stores a thumbs up/down or a 1-5 rating depending on workspace configuration. We migrate the numeric score and map it to the closest Intercom satisfaction representation. If LiveChat ratings include optional reviewer comments, those are attached as internal notes on the Intercom conversation.

LiveChat Groups or Departments assign agents to functional teams and are used for routing. These map to Intercom Teams. Agent assignments are updated during the Teammate migration phase so that each Intercom Teammate is added to the corresponding Intercom Team. If the customer used Groups for SLA tiering, we document the grouping structure for the admin to recreate as Inbox assignments or routing rules in Intercom.

LiveChat canned responses are workspace-level templates with variable syntax (e.g., {{customer.name}}). These map to Intercom Saved Replies with variable placeholders adapted to Intercom's liquid template syntax. The migration is not 1:1 because LiveChat and Intercom use different variable naming conventions; we document the mapping and recommend the admin validates template rendering in a test conversation before go-live.

LiveChat chat-level custom fields migrate as Intercom conversation custom attributes. We export the full field schema from LiveChat, detect field name collisions across widgets (LiveChat creates custom fields per widget, not globally), consolidate duplicate definitions into a single attribute, and create the attributes in Intercom before importing any conversations. Field values are mapped by name and written as typed Intercom attributes matching the original data type (string, number, date, boolean).

LiveChat requester-level custom properties migrate as Intercom contact custom attributes. These are created in Intercom during the contact import phase so that attribute values are mapped at the moment each contact is written. If a requester-level custom field was created per widget in LiveChat with the same name but different data types, we flag the conflict during discovery and consolidate to a single attribute definition before import.

LiveChat Help Center articles (stored in the separate KnowledgeBase product) map to Intercom Help Center articles. We export article HTML body, titles, slugs, and category structure. Complex nested category hierarchies may require flattening during import because Intercom uses a two-level structure (Collections and Articles) rather than multi-level nesting. Article translations migrate as separate article versions where the destination supports multilingual articles.

LiveChat's chat widget settings (appearance, greeting message, operating hours, language) have no direct Intercom equivalent as data records. We document the active widget configuration settings in a written handoff checklist so the customer's admin can reconfigure the Intercom Messenger with equivalent styling and greeting behavior. The widget snippet itself requires a code swap on the customer's website at cutover.