Migrate from REVE Chat to Gorgias

REVE Chat Conversations map to Gorgias Tickets. Each Conversation record (with transcript, agent attribution, customer messages, and system events) becomes a Ticket with the full message thread preserved in the Ticket conversation pane. The Conversation status (open, pending, resolved, closed) maps to Gorgias Ticket status. We preserve the original conversation start timestamp as the Ticket created_at and resolve the customer reference to the migrated Customer record. Note that REVE Chat Conversations may span multiple Chat Sessions; we collapse session metadata into ticket attributes rather than creating multiple Tickets.

Multiple REVE Chat Chat Sessions linked to a single Conversation collapse into one Gorgias Ticket. Session-level metadata (source channel, device info, page context) is preserved as Ticket attributes or ticket events. If a REVE Chat account has Conversational Commerce flows where sessions were intentionally split across topics, we flag this during scoping and offer the option to create separate Tickets per session.

REVE Chat Customer profiles (name, email, phone, company, custom labels) map to Gorgias Customer records. The email field serves as the dedupe key during import. If the customer provides e-commerce order data (Orders CSV or API export), we link Customer records to Gorgias Order objects during migration. Custom labels stored as key-value pairs on REVE Chat Customer profiles migrate to Gorgias Customer Properties (metadata fields on the Customer object).

REVE Chat Agent records (display name, email, role: admin/supervisor/agent) map to Gorgias Users. Role mapping: REVE Chat admin maps to Gorgias admin, supervisor maps to agent with team-lead context, and agent maps to agent. We resolve agents by email match against the destination Gorgias account's user table. Any agent without a matching User is held in a reconciliation queue for the customer's admin to provision before record import resumes.

REVE Chat Ticket records (status, priority, assignee, tags, linked conversation) map to Gorgias Tickets. Ticket status (open, pending, resolved, closed) migrates directly. Priority migrates to Ticket priority. Tags migrate to Gorgias Ticket tags. Assignee migrates by resolving the REVE Chat agent reference to the corresponding Gorgias User via the agent email mapping. Linked conversations map to the Ticket conversation thread that was created from the parent Conversation.

REVE Chat Canned Responses (saved reply templates with shortcut triggers) map to Gorgias Macros. The template body and shortcut key migrate intact. Note that some canned response fields may be plan-gated on REVE Chat (Starter vs Growth tier), which we verify during scoping. Macro triggers in Gorgias are applied manually or via Rules; we document which Macros map to which ticket events for the customer's admin to configure post-migration.

REVE Chat Department records (controlling routing and agent assignment) map to Gorgias Teams. We preserve department configurations and linked routing rules. In Gorgias, Teams are assigned to Channels and Rules, so the department routing logic maps to a combination of Channel assignment and Rule conditions. We document the routing logic during scoping so the customer's admin can configure Gorgias Teams and routing Rules post-migration.

Chatbot flows built in REVE Chat's Visual Flow Builder (including trigger conditions, decision branches, and response actions) do not migrate as code because the Visual Flow Builder uses a proprietary format with no export mechanism. We export the flow logic as a documented workflow description and deliver it as a written inventory for the customer's admin to rebuild using Gorgias Rules. For teams using REVE Chat Brain AI for automated responses, we flag that Gorgias's AI assist features (available on Pro tier) provide similar automation with a different trigger model.

REVE Chat reporting is conversation-centric (response time, agent activity, session counts). We export available metrics as a CSV report delivered alongside migration data. Gorgias reporting is ticket-centric with CSAT, first response time, resolution time, and channel attribution. We document which REVE Chat metrics have Gorgias equivalents and which do not, flagging gaps in SLA adherence reporting and session-level analytics. The customer's admin rebuilds dashboards in Gorgias's Reports section post-migration.

Files and images shared within REVE Chat conversations are exported alongside transcript records. We preserve attachment URLs pointing to REVE Chat storage and include attachment files in the migration package. In Gorgias, attachments are stored within Ticket records. We flag that customers should confirm their Gorgias storage limits (Standard and Pro plans include higher storage allocations) and consider downloading critical attachments to a separate archive for long-term retention.

REVE Chat voice bot and audio call records (session subtypes with duration, direction, and outcome) migrate as Ticket records with a voice channel indicator. Call metadata (duration, direction) is preserved as ticket attributes. Note that the REVE Chat voice channel requires separate infrastructure validation if voice calls were made via SIP or PSTN integration; we flag this during scoping and recommend confirming with the Gorgias team whether voice channel handling (via Twilio or native) is in scope for the migration.

Social channel records from REVE Chat (Facebook Messenger, Viber, WhatsApp, Telegram) are linked to Conversations and preserve message content, channel source, and customer profile. We map these to Gorgias Channels (Facebook, Instagram, Twitter/X, and additional channels supported via integrations). Note that Instagram and WhatsApp may be add-ons on REVE Chat Starter plans, which we verify during scoping. Some social channels on REVE Chat (Viber, Telegram) require verification of Gorgias channel availability; we flag any channels that lack a Gorgias equivalent during the mapping phase.