Migrate from REVE Chat to Intercom

REVE Chat conversations migrate to Intercom Tickets as the destination parent record. The full message thread (customer messages, agent replies, system events) loads as the ticket body via Intercom's inbound message simulation method. Each message timestamp preserves the original sequence so the conversation timeline reads chronologically in Intercom. The REVE Chat session_id links as a custom ticket attribute for cross-reference during reconciliation.

Each REVE Chat session (with source channel, device info, page context, and outcome) maps to an Intercom Conversation record linked to the parent Ticket. The session channel (web, mobile SDK, Facebook, Viber, WhatsApp, Telegram, voice) maps to Intercom's conversation channel field so that social channel attribution is preserved. Session outcome and page context store as custom conversation attributes.

REVE Chat ticket records (status, priority, assignee, tags, linked conversation) map to Intercom Ticket with Ticket Type and Ticket Status. Priority (low, medium, high, urgent) maps to Intercom Ticket Priority levels. Tags migrate as Ticket Tags. The REVE Chat conversation link is preserved as a custom attribute so the admin can navigate back to the full transcript after migration.

REVE Chat agent profiles (display name, email, role: admin/supervisor/agent) migrate to Intercom Teammates. Admin and supervisor roles map to Intercom admin permissions; standard agents map to Teammate. Role-based routing configurations in REVE Chat departments transfer to Intercom Team Inbox rules. If the destination Intercom plan has fewer available seats than the REVE Chat agent count, we flag this during scoping so the customer can upgrade before migration.

REVE Chat customer profiles (name, email, phone, company, custom labels) migrate to Intercom Contacts. Custom labels map as key-value custom attributes on the Contact. If the customer has both an email and phone on file in REVE Chat, both fields populate in Intercom. Phone number validation is disabled in Intercom during migration per Intercom's migration guidance to prevent records with non-standard formats from failing import.

REVE Chat saved reply templates with shortcut triggers migrate to Intercom Saved Replies intact. Shortcut keys map to Saved Reply shortcuts. If a REVE Chat canned response references variables or dynamic content, we flag these for manual review because variable syntax differs between platforms.

REVE Chat department records with routing rules map to Intercom Teams. Routing configuration (skill-based routing, department assignment) transfers to Intercom Inbox assignment rules. We verify that the destination Intercom plan supports team-level assignment (available from Professional tier) before mapping Enterprise-tier routing logic.

Chatbot flows built in REVE Chat's Visual Flow Builder are proprietary logic that does not export in a transferable format. We extract every chatbot flow: trigger conditions, decision branches, response templates, and fallback actions. This becomes a written inventory document that the customer's admin uses to configure equivalent Fin AI Agent behavior in Intercom. We do not migrate chatbot logic as functional code.

Files and images shared within REVE Chat conversations migrate as Intercom Attachments linked to the parent Ticket. We preserve the original filename and MIME type. Attachment URLs pointing to REVE Chat storage are flagged for the customer to download and re-upload to Intercom's file storage or an external CDN, as REVE Chat-hosted URLs are not accessible post-account closure.

REVE Chat reporting metrics (response time, agent activity, session counts) export as a structured dataset but do not map to Intercom's native reporting format because the underlying object models differ. We deliver a CSV export of available REVE Chat metrics for the customer to import into a BI tool or Intercom's custom report builder post-migration. Cross-object reports spanning conversations and tickets are rebuilt as Intercom Reports by the customer's admin.

REVE Chat voice call metadata (duration, direction, outcome) migrates to Intercom Conversation records with channel = audio. Call recording URLs from REVE Chat are preserved as custom conversation attributes. We note that Intercom Talk (cloud call center) requires separate infrastructure configuration and is not automatically provisioned during migration.