Migrate from LiveHelpNow to Intercom

LiveHelpNow chat conversations map directly to Intercom Conversations. Each conversation's message thread migrates with full message content, customer identity, operator name, and timestamps preserved. We map LiveHelpNow operator names to Intercom Operator references by email match. Read/unread status at the conversation level becomes the conversation open state in Intercom. If the customer uses both chat conversations and ticketing in LiveHelpNow, we consolidate related chat-ticket pairs into single Intercom conversations.

LiveHelpNow support tickets map to Intercom Conversations with a ticket-type designation. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom conversation state (open, closed, snoozed). We preserve the original LiveHelpNow ticket ID as a custom attribute lhn_original_ticket_id__c for audit traceability. Ticket priority from LiveHelpNow maps to a custom conversation priority attribute since Intercom's standard model uses assignment and SLA rather than a standalone priority field.

LiveHelpNow KB articles migrate as Intercom Help Center articles. The article body, title, author, and timestamps transfer directly. We preserve the original LiveHelpNow article URL in a custom attribute lhn_original_article_url__c. Multi-section assignment in Intercom means articles can belong to more than one Section, which is an enhancement over LiveHelpNow's one-category-per-article model that we flag during scoping for the customer's editorial decision.

LiveHelpNow's flat category hierarchy maps to Intercom's two-level Collections and Sections structure. We take the top-level LiveHelpNow categories as Intercom Collections and second-level categories as Sections. If the customer has a deeper LiveHelpNow category tree, we flatten the third level and below into Section names or article tags. This restructuring is a configuration decision that we document in a written hierarchy map before migration runs.

LiveHelpNow agent profiles (name, email, role, queue assignment) map to Intercom Operators. Agent status (active/inactive) carries over. Queue assignments from LiveHelpNow workforce management become Intercom Team membership. We match operators by email against Intercom Operator accounts and flag any LiveHelpNow agent without a corresponding Intercom account for the customer admin to provision before the migration continues.

LiveHelpNow canned response templates in agent-owned or shared folders migrate as Intercom Saved Replies. The response content and folder structure transfer, with shared folder templates becoming team-wide Saved Replies and agent-owned templates remaining individual Saved Replies. We preserve the original LHN canned response ID in a custom attribute lhn_canned_response_id__c for reference.

LiveHelpNow custom fields on tickets require pre-creation in Intercom as custom attributes on the Conversation object. We extract the LiveHelpNow field schema (field name, type, options for picklists) during discovery, create matching Intercom custom attributes, then map field values during migration. Field types map as follows: text to string, number to number, date to date, picklist to single select, multi-select to multiple select. Custom attributes without a matching Intercom type are created as string and documented for potential refactoring.

Historical chat transcript messages attach to the corresponding migrated Conversation as Conversation Parts, preserving the full message timeline and operator attribution. Message timestamps become part timestamps in Intercom. This is the most volume-intensive object in most LiveHelpNow migrations; we pace transcript imports using Intercom's API rate limits and batch processing to avoid throttling.

Tags on LiveHelpNow tickets and knowledge base articles migrate as Intercom Tags. Tag names transfer directly. Intercom tags apply to contacts, companies, and conversations, which is broader than LiveHelpNow's application scope; we map ticket tags to conversation tags and KB article tags to article tags during migration.

LiveHelpNow surfaces Facebook, Twitter, and other social channel messages as ticket-linked conversations. We extract the message content and link it to the corresponding migrated ticket. Social-channel-specific metadata (Twitter handle, Facebook page reference) is preserved as custom conversation attributes where Intercom's channel model supports it. This is a one-to-many split if the same social message thread touches multiple LiveHelpNow tickets.

LiveHelpNow survey configurations (triggers, questions, routing rules) are platform settings and cannot migrate. We export survey response data—the submitted answers—as contact attributes in Intercom. Each survey question becomes a custom contact attribute, and the response value populates on the corresponding contact record. The customer rebuilds survey triggers as Intercom workflows post-migration.

Agent scheduling, availability windows, and queue routing rules are LiveHelpNow workforce management settings that have no Intercom equivalent. We export these as a structured JSON inventory document and a written mapping to Intercom's operator availability settings and team inbox routing so the customer's admin can configure availability and team assignment post-migration.