Migrate from Octadesk to Intercom

Octadesk Tickets map to Intercom Conversations. We preserve Ticket status (open, pending, resolved, closed), priority, channel metadata, assigned agent email, created_at, and updated_at. Octadesk Ticket IDs are stored in a custom attribute octadesk_ticket_id__c for audit traceability. Custom fields stored as Octadesk customField arrays are flattened and mapped to Intercom custom attributes, which must be pre-defined in the Intercom workspace before import. Ongoing conversations (status open at migration time) cannot be migrated per Intercom policy and must be manually recreated.

Octadesk Chats map to Intercom Conversations sourced from the WhatsApp, Instagram, Facebook, or webchat channel. The GET /chat endpoint returns MAX=100 items per page with no cursor workaround documented, so we paginate through all pages sequentially, storing the last seen cursor for resume on transient failures. Accounts with high chat volumes (above 50,000 records) require extended export windows and may move the migration into the eight-to-twelve-week tier. Chat events stored under /chat/{id}/events migrate as Intercom Part records within the corresponding Conversation.

Octadesk Chat events (messages sent and received, internal notes, status changes) map to Intercom Part records inside the parent Conversation. Each Part gets a type (comment, note, close, open) matched from the Octadesk event kind. Part author resolves by matching the Octadesk agent email to an Intercom User. Message timestamps preserve the original Octadesk event created_at for conversation timeline fidelity.

Octadesk Contacts map directly to Intercom Contacts. We preserve name, email, phone, lifecycle stage, custom properties, and tags. If phone number validation is enabled in the Intercom workspace (Settings > Your Workspace > People Data > Phone), we disable it before import to prevent rejection of Brazilian-format phone numbers that Octadesk stores without a country code prefix. Contacts without an email address are created as partial contacts in Intercom with a note flagging the missing email for manual follow-up.

Octadesk Company records map to Intercom Companies. Company name, domain, industry, size, and custom properties migrate as Company attributes. If the Octadesk Company has associated Contacts, we preserve the relationship by creating the Company in Intercom first, then linking Contacts during Contact import. Company-created_at timestamps migrate for audit purposes.

Octadesk Agents map to Intercom Users (admins and agents). We resolve each Octadesk agent by email and create a matching Intercom User with the same display name, email, and role (agent or admin). Octadesk's octa-agent-email header is used for API authentication per-agent rather than per-org, so we assign agent context to each export API call individually to avoid 401 responses when agent tokens differ. Agent team membership migrates to Intercom Inboxes.

Octadesk Teams map to Intercom Inboxes. Team name, agent membership, and SLA configuration migrate as Inbox settings. Each Inbox can have multiple assigned agents and routing rules. We configure the Inbox before Agent import so that agent assignment on Tickets and Conversations can reference the correct Inbox ID at migration time.

Octadesk Ticket custom fields are stored as customField array objects with name, value, and type sub-fields. We parse each array entry, match the field name to its data type (text, numeric, dropdown, date), and create a corresponding Intercom custom attribute of the matching type before import. Date fields stored as strings in Octadesk are flagged for type conversion before import. Dropdown fields become Intercom select or multiselect attributes with the options preserved from Octadesk.

Attachments on Octadesk Tickets and Chats are referenced by URL and downloaded during migration, then uploaded to Intercom and linked to the corresponding Conversation Part. We preserve attachment filenames, MIME types, and original upload timestamps. Attachments that exceed Intercom's size limits are flagged for manual handoff.

Tags from Octadesk Tickets and Contacts migrate to Intercom Tags. We normalise tag names to Intercom's character and length constraints. Tags that exceed the 80-character limit are truncated with a note. Tag assignment per record is preserved during import.

Octadesk automation rules (triggers, macros, routing logic, SLA policies) are internal configuration with no public export API. We do not migrate them programmatically. We produce an automation audit report during scoping listing every active rule, its trigger conditions, actions, and Octadesk-specific ID references so that the customer's admin can reproduce each rule in Intercom's Workflow builder. This is a manual rebuild step outside the data migration scope.

Octadesk's proprietary AI agent configurations and chatbot flows are built on internal schemas not exposed via public API. We do not migrate them. We export the flow structure as structured JSON documentation (nodes, edges, conditions, responses) where possible, but Intercom's Fin AI agent requires separate configuration using Intercom's Knowledge Hub and Fin setup workflow. The customer's admin or an Intercom implementation partner rebuilds the chatbot and AI agent post-migration.