Migrate from Logicalware to Intercom

Logicalware Tickets map to Intercom Conversations. We extract ticket ID, subject, body, status, priority, and created/updated timestamps from the export file. Intercom's conversation model uses a title (derived from ticket subject) and a default Open state that maps from Logicalware's status. Priority maps to an Intercom conversation attribute or tag. Thread chronology is preserved by sequencing message parts in original timestamp order within each conversation.

Logicalware customer records map to Intercom Contacts. Email address and phone number are preserved as primary identifiers. We apply value-mapping between Logicalware's field names and Intercom's standard contact attributes. Any custom fields present in the export are mapped to Intercom custom attributes; fields that are structurally absent from the export are flagged as unmapped rather than populated with nulls. Phone number validation should be disabled in Intercom before import per Intercom's migration documentation (Settings > Your Workspace > People Data > Phone) to prevent invalid numbers from blocking import.

Logicalware Company records map to Intercom Companies. Company name and domain are preserved. We link associated Contact records to the Company via Intercom's company-user relationship. Where a Logicalware Company has no linked Contacts in the export, we create the Company record as a standalone entry and flag it for manual review to determine if orphaned records should be merged or kept separate.

Logicalware Conversations thread multiple message events per ticket. We flatten thread chronology into individual message records, preserving sender, timestamp, body text, and channel type. Channel type (email, live chat, SMS, WhatsApp, social media) is preserved as a conversation attribute in Intercom. Multi-channel tickets that span multiple channel types are split into separate Intercom conversations per channel to avoid thread fragmentation in Intercom's conversation model.

Logicalware Agent records (name, email, role) map to Intercom Teammates. We resolve agents by email match against the Intercom workspace. Agent accounts associated with the defunct @logicalware.com domain are flagged as stale and remapped to a designated replacement owner specified by the customer during scoping. Any Agent record without a valid email or replacement mapping goes to a reconciliation queue for the customer's admin to resolve before import resumes.

Logicalware channel metadata is preserved as a tagged attribute on each Intercom conversation. Channel type is mapped to Intercom's channel identifiers (email, chat, whatsapp, sms, twitter, facebook, etc.). For multi-channel tickets that generated separate thread segments in Logicalware, we create separate conversations in Intercom with consistent customer and ticket context preserved via custom attributes.

File attachments on Logicalware tickets are included in exports where artifacts are intact. We flag any attachment references that point to URLs no longer accessible after the 2023 dissolution. Missing or inaccessible attachments are documented in the migration report with the original filename and the ticket reference so the customer's admin can decide whether to re-attach from a backup source. Accessible attachments are uploaded to Intercom's conversation as file parts linked to the conversation.

Logicalware tags applied to tickets for categorization are preserved as Intercom tags. Tag vocabulary is mapped directly without consolidation. We do not merge synonymous tags unless explicitly requested by the customer during scoping. Tags that exist in the Logicalware export but are not present in Intercom's tag schema after import are flagged for the customer's admin to consolidate post-migration.

Logicalware SLA commitments are void after the 2023 dissolution and cannot be migrated as enforceable configurations. We document the original SLA terms (first response time, next response time, resolution time) from the export file and deliver a written note for the customer's admin to configure equivalent SLA Policies in Intercom's Expert plan. SLA configuration is outside standard migration scope.

Logicalware message automation rules (keyword-triggered routing and templated response pre-population) have no direct Intercom equivalent as executable automation code. We document each automation rule with its trigger conditions, keyword patterns, routing logic, and templated response content, and deliver the inventory to the customer's admin for rebuild in Intercom's Workflow builder. This is outside standard migration scope.