Migrate from Rezolve.ai to Intercom

Rezolve.ai Tickets map to Intercom Conversations with a Ticket attribute. The ticket subject becomes the Conversation title, status maps to Open/Closed/Snoozed, priority maps to Intercom Ticket priority values, and the assignee resolves to an Intercom teammate via email match. Conversation threads from Rezolve.ai migrate as message records attached to the Intercom Conversation, preserving author identity and timestamp ordering. AI resolution flags (auto-resolved, escalated) do not have Intercom equivalents and are recorded as Conversation part notes.

Individual message records within a Rezolve.ai Ticket Conversation map to Intercom Conversation Parts. Each part preserves the author (employee or agent), message body, timestamp, and attachment references. Teams-specific formatting (mentions, reactions, channel references) is stripped during extraction and documented in the pre-migration audit. The conversation start time maps to Intercom's created_at timestamp on the Conversation.

Rezolve.ai Knowledge Articles migrate to Intercom Help Center Articles within Collections. Article titles, body content, categories, and publication status transfer directly. AI resolution metadata (confidence thresholds, linked Skills, auto-resolution rules) does not have Intercom equivalents and is documented as a rebuild requirement for Fin AI. We preserve any attachments as linked files within the article.

Rezolve.ai employee User records migrate to Intercom Contacts. Email, display name, department, manager, and location map to the corresponding Intercom Contact fields. Role assignment (end user vs agent) determines whether the record is created as a Contact or a Teammate in Intercom. External ID from Rezolve.ai is stored as a custom attribute for reconciliation tracking.

Rezolve.ai Agent records migrate to Intercom Teammates. Agent profile information, team membership, and workload metrics map to Intercom Teammate attributes. SLA assignments and escalation rules are extracted during scoping and documented as Intercom Inbox assignment rules and SLA policies requiring configuration. Agent workload data does not transfer as a native Intercom object and is provided as a configuration reference.

Rezolve.ai Teams represent routing groups and service desk squads, mapping to Intercom Inboxes. Team membership transfers as Intercom Team membership, and routing rules map to Intercom assignment conditions. We extract the full team structure and member assignments during scoping and configure the corresponding Inbox and Team setup in Intercom's workspace before record migration begins.

Rezolve.ai Skills (Knowledge Skills and Task Skills) are AI-powered automation units tied to the platform's LLM infrastructure with no exportable format. We extract the business intent, trigger conditions, linked knowledge articles, and resolution actions of each Skill during scoping and produce a written inventory document mapping each Skill to an Intercom Workflow or Fin AI article set. The customer's admin rebuilds these as Intercom Workflow rules or Fin AI article configurations post-migration.

Rezolve.ai Workflows are automation sequences built on proprietary AI logic that do not export in standard formats. We document every workflow trigger, condition, action sequence, and linked Skill during the pre-migration audit. Each workflow maps to an Intercom Workflow rule with equivalent conditions and actions. Rebuild is performed by the customer's admin or an Intercom partner using Intercom's Workflow builder. This documentation step is included in the migration scope but the rebuild itself is not.

Rezolve.ai custom fields on Tickets and other objects migrate as Intercom Custom Attributes. We map field data types (text, number, date, dropdown) to Intercom attribute types (text, number, date, string) and preserve values during ticket migration. Any custom fields dependent on Rezolve.ai-specific picklist values or formulas are flagged in the scoping document for manual reconfiguration in Intercom.

File attachments on Rezolve.ai tickets, knowledge articles, and conversation messages migrate as Intercom attachments linked to the corresponding Conversation Parts or Help Center articles. File names, MIME types, and binary content transfer directly. Storage location references are updated to point to Intercom's attachment storage. Large attachments over 10 MB are chunked during extraction and reassembled in Intercom.

Rezolve.ai built-in reporting dashboards (resolution rates, ticket volumes, CSAT scores, SLA compliance) are documented during scoping with their underlying data queries and filter configurations. These reports are not transferable to Intercom's reporting model. We deliver a written report inventory mapping each Rezolve.ai report to the equivalent Intercom Inbox and Conversation analytics, with configuration steps for the customer's admin. Complex SLA compliance reports may require an Intercom analytics partner or custom BI integration.

Tenant-level settings from Rezolve.ai — branding, notification rules, SLA policies, escalation tiers, and auto-assignment conditions — are extracted and mapped to Intercom workspace configuration equivalents. SLA thresholds map to Intercom Service Level Agreements attached to Inboxes. Escalation rules map to Intercom Workflow conditions with time-based triggers. This configuration transfer is performed collaboratively with the customer's Intercom admin during the setup phase before record migration.