Migrate from Locobuzz to Intercom

Locobuzz Tickets map to Intercom Conversations. The primary migration challenge is reshaping Locobuzz's per-channel ticket structure—if a single customer interaction produced separate tickets for Twitter, email, and review, we merge them into a single Intercom Conversation with part metadata preserving the original channel. Ticket status (Open, Pending, Resolved, Closed) maps to Intercom Conversation state. Priority, SLA window, and escalation tier migrate as custom conversation attributes that the customer's Intercom admin maps to SLA policies post-migration.

Locobuzz Customer profiles (name, email, phone, social handle, messaging channel identifiers) map directly to Intercom Contacts. We use email as the primary deduplication key. Social handle and messaging channel identifiers migrate as custom Contact attributes; Locobuzz's interaction history (ticket count, last contact date) migrates as Contact custom fields for attribution and segmentation in Intercom.

Locobuzz Company records (brand associations, escalation contacts, company-level SLA) map to Intercom Companies. The HubSpot-style company domain mapping applies: Locobuzz company domain becomes the Intercom Company website field. Companies without a customer contact record are created as standalone Company records. Some Locobuzz customers use only individual Customer records without explicit company grouping; we ask scoping questions to determine whether to create Company records or skip this object.

Each Locobuzz Ticket contains a chronological Conversation thread with agent responses, customer replies, and internal notes. The full thread migrates as Intercom Conversation parts ordered by timestamp. Internal notes in Locobuzz map to Intercom internal notes (visible to teammates only). Attachments migrate as Intercom Conversation part attachments via the Content API.

Locobuzz aggregated reviews (Google, industry platforms, social) with brand response history require a two-path migration. Public reviews with brand responses that should remain visible to customers migrate as Intercom Articles in a designated Reviews collection. Internal review records (for support team reference only) migrate as Intercom Conversations with a Review Topic label. The customer chooses the path during scoping; we do not attempt to create new Article records from review data without explicit direction because Intercom Articles are intended for help center content, not audit logs.

Locobuzz Agent records (name, email, role, team assignment, active/suspended status) map to Intercom Teammates. We match by email. Suspended or inactive Locobuzz agents are migrated as inactive Intercom Teammates so that historical assignment data is preserved, but active agents are provisioned first so that assignment resolution does not fail. Intercom's role and permission model (Admin, Agent, Billing Admin, Visitor) differs from Locobuzz's (Agent, Supervisor, Admin); we document the mapping during scoping.

Locobuzz SLA rules define response and resolution time windows per priority level or channel. We export these as structured metadata and preserve the SLA window as a custom Conversation attribute (sla_first_response_hours, sla_resolution_hours) that is visible in the Intercom conversation sidebar. The customer's Intercom admin rebuilds native SLA Policies in Intercom's Settings using these values as the authoritative numbers. SLA Policy rebuild is out of scope for migration; we deliver a written SLA specification document.

Locobuzz tag taxonomies applied across Tickets, Customers, and Reviews migrate as Intercom Conversation Tags. We export the full tag taxonomy and apply tags to migrated Conversations at import time. Note that Intercom Tags apply to Conversations (not Contacts), so if Locobuzz tags were applied to Contact records for segmentation, those tags migrate as Contact custom fields instead of native Intercom tags.

Locobuzz's AgentIQ sentiment scoring and ResponseGenie suggested-reply metadata are stored in a separate AI layer from the raw Ticket record. We attempt to export both the structured ticket fields and the AI enrichment payload during scoping. If the AI layer is not accessible via the negotiated export format, we flag this before migration and note that sentiment history will not carry forward. If accessible, sentiment score and urgency tier migrate as custom Conversation attributes (sentiment_score, urgency_tier). Intercom Fin AI does not inherit Locobuzz AI data; it trains on the team's new content post-migration.

Locobuzz social account configurations (linked profiles, channel types, per-account routing rules) are workspace-level settings. We export the list of connected accounts and their routing preferences as a structured document. Intercom's channel model uses Inboxes and Inbox rules rather than per-account configurations. The customer maps each Locobuzz social account to an Intercom Inbox or a routing rule during post-migration setup. Social account credentials do not migrate; the customer re-authenticates each channel in Intercom separately.