Migrate from Pega Customer Service to Intercom

Pega Cases map to Intercom Conversations. The Case ID becomes a custom conversation attribute for cross-reference. Case status (Open, Pending, Resolved, Closed) maps to Intercom conversation state (Open, Snoozed, Resolved). Case priority maps to a custom conversation priority attribute. We preserve case creation timestamp, last-modified timestamp, and resolved timestamp as conversation attributes. Active SLA timers are captured as SLA rule metadata and reattached to the conversation in Intercom. Branching Microjourney data does not migrate as record data; we document the stage sequence for rebuild as workflow steps.

Pega Contact records map directly to Intercom Contacts. Email, phone, name, organization associations, and address fields map 1:1. Custom Contact properties from Pega's rule-based field definitions are detected during discovery and mapped to Intercom custom attributes of equivalent data type (string, date, number, boolean, or list). Organization associations map to the Intercom Contact's company link.

Pega Workgroups define queue ownership and agent skill assignments. We map Workgroup names to Intercom Teams, preserving queue descriptions as team notes. The Workgroup-to-Agent relationship is resolved at migration time by matching Pega agent emails to Intercom admin and agent accounts, then assigning them to the corresponding team. Multiple Workgroups with overlapping memberships map to separate Intercom Teams with shared agent membership where applicable.

Pega Agent records carry role, skill, and authorization data. We export agent profiles including assignment rules and skill ratings, then map Pega roles to Intercom roles (Admin, Agent, or Viewer). Skill ratings from Pega become a custom attribute on the Intercom user record for routing reference. We resolve agents by email match against the destination Intercom workspace; agents without a match go to a reconciliation queue for the admin to provision before record import resumes.

Pega Knowledge articles export with title, body text, categories, and metadata. HTML-formatted article bodies often require content cleaning (removing Pega-specific markup, resolving internal links) before insertion into Intercom Articles. We map Pega article categories to Intercom collections and sections, preserving article visibility settings. Articles without a matching Intercom collection are held for admin review before migration.

SLAs in Pega are defined as rules attached to Case Types with thresholds, escalation triggers, and timer configurations. We export SLA metadata as structured records: first response time, next response time, and resolution time thresholds mapped to Intercom SLA rules. SLA escalation triggers become Intercom notification rules or admin alerts. Timer state (time elapsed, paused, breached) is preserved as a custom conversation attribute rather than a native SLA timer because Intercom's SLA rules apply prospectively rather than carrying forward accumulated time.

Pega Case Types define the workflow, stages, and assignment logic for a category of cases. We export stage definitions and routing rule metadata as structured records. Complex branching logic and assignment conditions in Microjourneys do not export as flat data; we provide a rule audit document that lists every active Case Type, its stage sequence, and the recommended Intercom workflow or Inbox rule equivalent for the customer's admin to rebuild.

File attachments linked to Pega Cases and Knowledge articles export by reference. We download binary files and associate them with the target Intercom Conversation or Article. Large attachments may require chunked transfer and are uploaded via the Intercom API with exponential backoff on rate limit responses. The original filename, MIME type, and byte size are preserved as metadata.

Pega custom fields on Cases are detected during discovery scoping. We generate a field map before migration, matching Pega data types (picklist, date, integer, text) to Intercom custom attribute types. Custom attribute values migrate as string or typed attributes on the conversation record. Validation rules on Pega custom fields are documented for the admin to re-impose in Intercom workspace settings.

Custom fields on Pega Contact records are mapped to Intercom Contact custom attributes. Picklist values become list-type attributes; date fields become date attributes; numeric fields become number attributes. All custom attributes are pre-created in the Intercom workspace before contact import begins.

Chat, email, and phone interaction transcripts stored as part of Pega case history export as structured message records. We map channel metadata (email, chat, phone) to Intercom conversation part types. Transcript text migrates as conversation parts with the original timestamp preserved. Thread metadata is mapped to Intercom's conversation threading model.

Pega Organizations linked to Contacts map to Intercom Companies. The organization name becomes the company name, and linked contact records are attached via the Intercom company relationship. External system identifiers from Pega become custom company attributes for integration reference.