Migrate from Locobuzz to Gorgias

Locobuzz Tickets map directly to Gorgias Tickets with subject, description, status, priority, timestamps, assigned agent, and channel origin preserved. The Locobuzz channel origin (social, email, review, chat) maps to Gorgias channel metadata. SLA response and resolution timestamps migrate as custom fields if the destination plan supports SLA tracking. Tag associations from Locobuzz apply as Gorgias tag values at import time.

Locobuzz Customer profiles (name, email, phone, social handles, interaction history) map to Gorgias Customer records. Email is the primary dedupe key. Social handles from Locobuzz migrate to custom text fields on the Gorgias Customer record since Gorgias does not have a native social handle field. We preserve the customer's language and timezone if populated in Locobuzz.

Each Locobuzz Conversation thread (messages, agent responses, customer replies, internal notes) attaches to the migrated Ticket as chronological Comments in Gorgias. We preserve message author, timestamp, and channel origin so the conversation timeline in Gorgias mirrors the Locobuzz thread order. Internal notes from Locobuzz flag as private Comments in Gorgias.

Locobuzz Review records have no native equivalent in Gorgias. We convert each review to a Ticket with the review content as the ticket body, the source platform (Google, industry site, social) as a custom field, star rating as a numeric custom field, and response status tracked via ticket status. Brand response history from Locobuzz attaches as an internal note or first customer reply comment. This conversion enables the customer to manage review responses from within Gorgias post-migration.

Locobuzz Agent records (name, email, role, team assignment) map to Gorgias Agent records by email match. We flag inactive or suspended Locobuzz accounts for exclusion during migration. Role mapping (agent, supervisor, admin) carries forward to Gorgias permission levels. If a Locobuzz agent has no email (rare), we use the agent display name as a fallback and flag for admin verification in Gorgias.

Locobuzz SLA configurations define response and resolution time windows per priority level or channel. We export SLA rules as structured metadata and configure Gorgias Rules to enforce equivalent first-response and resolution SLAs. Priority-to-tag mapping from Locobuzz becomes a Rule condition in Gorgias. SLA breach notifications from Locobuzz do not migrate; we document the escalation logic for rebuild as Gorgias Rules with notification actions.

Locobuzz tag taxonomies apply across tickets, customers, and reviews. We export the full tag taxonomy and apply existing tags to migrated records at import time. High-cardinality tag sets (over 100 unique tags) convert to Gorgias custom fields with picklist or text type rather than individual tag values, to avoid overwhelming the Gorgias tag interface. The customer selects the tag strategy during scoping.

Locobuzz AgentIQ sentiment scoring lives in a separate AI layer from raw ticket records. Where the AI layer is accessible via structured export, we carry forward sentiment scores as a numeric custom field on the Gorgias Ticket. ResponseGenie suggested-reply data does not have a Gorgias equivalent and is documented as a gap for the customer to evaluate Gorgias AI Automate as the replacement workflow.

Locobuzz Company records store brand associations and escalation contacts for enterprise accounts. Where a Customer in Locobuzz is linked to a Company, we create an organization-level Customer record in Gorgias and link the individual Customer to it via the customer_type field or a parentCustomer lookup if the Gorgias plan supports it. Some Locobuzz customers use only individual records without explicit company grouping; we handle both patterns based on the customer's data model.

Locobuzz Social Account configurations (linked profiles, channel types, routing rules) are workspace-level settings with no Gorgias equivalent. We export the full list of connected social accounts and their routing preferences as a written configuration inventory. The customer manually reconnects each social channel in Gorgias under Settings Integrations (Facebook, Instagram, Twitter/X) and documents routing rules in Gorgias Rules. This is a manual step not included in migration scope.

Locobuzz analytics dashboards are native visualizations built on aggregated data that cannot be exported as functional reports. We export the underlying data (ticket volumes, resolution times, CSAT scores, sentiment trends) as CSV alongside the migration. The customer rebuilds reports in Gorgias Statistics or connects Gorgias to a BI tool (Metabase, Looker) using the Gorgias API. SLA compliance reports carry forward as custom fields on tickets to support post-migration CSAT and resolution tracking.

Locobuzz automated routing, escalation, and response rules are platform-specific configurations that do not have a standard export format. We document every active workflow as a written specification including trigger conditions, channel routing logic, escalation paths, and auto-response templates. The customer rebuilds these in Gorgias Rules and Macros. Workflow documentation is delivered alongside the migrated data and is not an automated migration step.