Migrate from NICE CXone to Intercom

CXone Contacts map directly to Intercom Contacts. Standard fields (name, phone, email, custom properties) export via ACD API and land as Intercom Contacts with the same email as the dedupe key. We preserve all CXone custom Contact-level Digital Fields as labeled custom attributes on the Intercom Contact record. If a CXone Contact has no email, we create it as an Intercom Lead. External IDs from CXone are stored in intercom_external_id for reconciliation.

CXone Agent profiles export with their Skills, Teams, and security group assignments. We map each Agent to an Intercom Teammate (admin or agent role) using email as the match key. Agent Skills are exported as a standalone lookup table and remapped to Intercom Tags or Team membership depending on how the customer wants routing represented. Any CXone Agent without a matching Intercom Teammate goes to a reconciliation queue for the admin to provision before migration.

CXone interaction records (ACD calls, digital messages, emails) export via CXone Mpower API and land as Intercom Conversations. Call duration, disposition code, and recording URL transfer to Conversation Parts as internal notes. Email transcripts transfer as message Conversation Parts. We preserve the original timestamp and direction (inbound/outbound) on each Part. Note that CXone Migrated Calls ingestion is a CXone-specific feature for inbound records from rival platforms; it does not apply to outbound migration targets.

CXone Digital Fields attached to Contacts export with field definitions (name, type, required flag) and values. We map each field to an Intercom custom attribute of the matching type: string fields to text attributes, date fields to date attributes, numeric fields to number attributes, and multi-value fields to list attributes. Required flag is noted but Intercom does not enforce required on imported contacts, so we flag this for the customer's admin to configure post-import if business rules require it.

CXone Skills control routing assignment and are referenced by Agent profiles and Studio Scripts. Skills export as a standalone lookup table. We present two migration options during scoping: map Skills to Intercom Tags (for reporting and filtering without routing impact) or map Skills to Intercom Teams (for inbox-based routing if the customer configures Intercom Inbox rules). Skills with no direct Intercom equivalent are noted in the inventory for the admin to resolve.

CXone Queues hold interactions and assign them to Skills or Agents. We export queue membership records and map queue-level SLA targets and priority rules to Intercom Inbox settings where equivalent fields exist. CXone queue-level business rules (overflow routing, priority escalation) have no direct Intercom equivalent and are flagged as manual configuration items in the inventory document.

CXone Address Books manage agent assignments and entity lists. Export via ACD API is available. We map static address book entries to Intercom Segments using Contact attribute filters matching the address book criteria. Dynamic address book rules (CXone expressions that auto-update membership) are noted as non-transferable because Intercom Segments use attribute-based filter conditions rather than expression syntax.

CXone Knowledge Management articles export via API with content, categories, and status flags. We extract article body, title, author, and category hierarchy and map them to Intercom Articles under the appropriate Collection and Section. Article publication status migrates as draft or published. Embedded media (images, links) transfer as-is with URL references preserved; any media hosted exclusively in CXone is flagged for re-upload.

CXone WEM schedules and exception records live inside the Workforce Empowerment bundle. If the customer's CXone license covers WEM, we export schedule templates and agent-timezone assignments as a flat data set. Intercom does not have an agent scheduling module, so these records are noted in the handoff inventory. Schedule rule configuration and agent availability rules require re-authoring in Intercom's workflow builder or a third-party scheduling integration post-migration.

CXone Quality Management stores evaluation templates and completed scorecard forms. We export the evaluation structure and historical scores as flat records mapped to a custom Intercom data format. Intercom does not have a native QA scorecard module; if the customer requires quality evaluation post-migration, we recommend a third-party QA tool (like Scorebuddy or MaestroQA) and document the scorecard mapping as a data reference rather than a live system import.

Outbound campaign configurations and Do-Not-Call lists are available via CXone API on higher tiers. We export campaign metadata and DNC records. Predictive dialer logic, compliance rules, and campaign scheduling do not transfer because Intercom does not support predictive dialing. The DNC list migrates as a flat contact list with an opt-out attribute the customer can apply to Intercom Contacts or suppress via workflow rules.

CXone Studio scripts define IVR flows, routing logic, and digital workflows. Export requires manual extraction from CXone Studio or API. We flag every script reference in routing configuration and note which scripts control inbound call handling, queue assignment, and agent routing. Intercom's workflow builder does not replicate CXone Studio's IVR logic; these flows are documented in the handoff inventory for the customer's admin to rebuild as Intercom Rules and Inbox routing configuration.