Migrate from Re:amaze to Intercom

Re:amaze Conversations map directly to Intercom Conversations. The message thread (body, author, timestamp, channel) migrates as conversation parts ordered by creation timestamp. Re:amaze status (open, resolved, snoozed) maps to Intercom's state field. Assignee email is resolved against the Intercom User table via the admin mapping. Category from Re:amaze becomes a custom conversation attribute in Intercom since Intercom uses inbox routing rules rather than ticket categories.

Re:amaze contacts (name, email, phone, computed attributes) map to Intercom contacts with email as the primary dedupe key. Browser, location, and last-seen computed attributes from Re:amaze become custom attributes in Intercom (browser__c, location__c, last_seen__c). We resolve the contact record before attaching conversation history so that each message links to the correct contact.

Re:amaze custom fields are discovered via statistical sampling of 50-100 contact records because no dedicated Custom Field definition endpoint exists. Non-standard keys extracted from the sample become Intercom custom attributes of equivalent type (string, number, date, boolean). Fields with null values across the entire sample are still included in the mapping. The customer reviews and approves the attribute schema before migration runs.

Re:amaze tags are flat string lists applied to conversations by admins and agents. We export all tags and recreate them in Intercom at the conversation level. Re:amaze admin-created tags and agent-applied tags have no naming restrictions, so we preserve the full tag vocabulary. Tags do not migrate as a hierarchical structure since Re:amaze has no tag hierarchy.

Re:amaze Quick Answers (title, content body, category, optional shortcode) map to Intercom Saved Replies with the category preserved as a Saved Reply group. HTML formatting in Re:amaze Quick Answers is stripped to plain text unless the customer specifies HTML preservation, since Intercom Saved Replies support plain text only in the core object. The shortcode from Re:amaze is noted as a workflow note for the customer's admin to implement as a Saved Reply shortcut if needed.

Re:amaze FAQ articles with category hierarchy, content body, and publish status migrate to Intercom Help Center articles with equivalent collections. Published articles become Public in Intercom, private articles become Unlisted, and drafts remain Draft. We preserve the category hierarchy by creating Intercom collections that mirror the Re:amaze category structure. Article content migrates as-is; appearance customization and embedded scripts do not transfer.

Re:amaze multibrand accounts require separate migration passes per brand subdomain (e.g., brand1.reamaze.io, brand2.reamaze.io). We extract the brand subdomain from Re:amaze settings during onboarding, verify connectivity with a probe request, then scope each pass to one brand. Intercom uses a single workspace with inbox splitting, so multiple Re:amaze brands merge into separate Intercom inboxes or teams within one workspace.

Re:amaze agents (name, email, role, avatar) map to Intercom admins or agents based on their role (admin maps to admin, agent maps to agent). We match by email against the Intercom workspace User list. Any Re:amaze agent without a matching Intercom user is held in a reconciliation queue for the customer to provision before conversation import begins.

Re:amaze conversation message and contact profile attachments are exported as URLs with metadata. Where Re:amaze stores attachments behind signed URLs or CDN, we download and re-upload to Intercom as conversation attachments. Image attachments inline in message bodies are extracted and reattached as separate files. File size limits on Intercom attachments (25 MB) are enforced during export.

Re:amaze Shopify, BigCommerce, and Magento integrations store connection credentials server-side and do not expose a migration path. We do not attempt to move integration configuration. The customer configures new Intercom Data Connectors for Shopify and any e-commerce platform post-migration. Order context and customer history that appeared natively in Re:amaze require a new integration setup in Intercom.