Migrate from Richpanel to Gorgias

Richpanel Conversations (the primary ticket object) map to Gorgias Tickets with full message thread, internal notes, status, priority, assignee, and timestamps preserved. Tags migrate as flat key-value strings. Richpanel channel type (email, chat, social, WhatsApp) maps to Gorgias channel metadata. The conversation created_at timestamp becomes the Ticket created_at; last_message_at becomes the last activity timestamp. We resolve agent ownership via email match against Gorgias Users before migration.

Richpanel Customer Profiles (contact details, billing/shipping addresses, phone, and interaction summary) map 1:1 to Gorgias Customers. Standard fields (name, email, phone, addresses) migrate directly. We discover the Richpanel custom profile field schema via API during discovery and map each field individually to Gorgias Customer attributes or custom fields. Where Richpanel stores customer Lifetime Value, order count, or tags as profile metadata, we map these to equivalent Gorgias Customer attributes or store them as custom fields.

Richpanel Orders are synced from the connected ecommerce platform (Shopify, WooCommerce, Magento) and linked to Customer Profiles. We migrate the order reference, line items, totals, fulfillment status, and tracking numbers. Since Gorgias connects natively to the same ecommerce platforms, we preserve the order reference and link structure rather than duplicating order records — the destination pulls live order data from Shopify on connection. Historical order data from Richpanel migrates as reference context attached to the Customer record.

Richpanel Agent records (name, email, role, team assignment) map to Gorgias Users. We resolve by email match. Richpanel role types (Admin, Agent, Viewer) map to Gorgias permission levels. Team membership migrates as Gorgias Teams. Any Richpanel Agent without a matching Gorgias User goes to a reconciliation queue for the customer's admin to provision before record import resumes.

Richpanel Teams are organizational units used for routing and assignment. We migrate team names and member lists 1:1 to Gorgias Teams. Where Gorgias uses a different routing model or group structure, we document the mapping during discovery and flag whether the customer needs to reconfigure routing rules in Gorgias after migration.

Tags applied to Richpanel Conversations and Customer Profiles migrate as flat key-value strings to Gorgias Tags. Where the customer uses a hierarchical taxonomy or label scheme in Richpanel, we document it during scoping and flag whether a multi-select picklist or label restructure is needed in Gorgias to preserve the same organizational logic.

Richpanel Help Center article content, categories, and published status are migratable to Gorgias Help Center. We extract article body, category assignments, and publication state via the Richpanel API and import into Gorgias Help Center using the Gorgias Help Center API. Article author and last-modified timestamps preserve. Richpanel article views and thumbs-up counts (analytics) do not migrate because they are computed values, not stored records.

Custom fields on Richpanel Conversations and Customer Profiles are supported for migration. We discover the custom field schema via the Richpanel API during discovery, identify each field type (text, dropdown, date, checkbox, number), and create equivalent fields in Gorgias before migration. Dropdown fields in Richpanel migrate as picklist values in Gorgias with the same options. We run a field-by-field validation pass against a sample of 50 records before the full migration.

File attachments on Richpanel conversations (images, PDFs, order documents) are stored in Richpanel's media layer. We migrate attachment metadata (filename, MIME type, size, linked conversation reference) and re-download files from Richpanel's media URLs, then upload to Gorgias. Attachment re-upload is subject to Gorgias file size limits and supported MIME types. We flag any attachments exceeding Gorgias limits for manual handling or alternative storage during scoping.

Richpanel Subscriptions are tied to the connected ecommerce platform's subscription data and are only available on certain plan tiers. We migrate subscription records as linked context attached to the corresponding Customer and Order in Gorgias, preserving the subscription ID reference, status, billing cycle, and next billing date. Subscription management features (pause, cancel, skip) do not migrate as automation; these are reconfigured in the Gorgias Rules engine post-migration.

Richpanel Automations (workflows, triggers, auto-tagging rules, routing logic) are platform configuration, not stored as exportable records. The Richpanel API exposes Conversations, Customer Profiles, and Orders but not the automation engine's rule definitions. We catalog each active automation during discovery — documenting trigger type, conditions, actions, and rule order — and deliver a written inventory with recommended Gorgias Rule equivalents. The customer's admin rebuilds them in Gorgias Rules post-migration. This is explicitly scoped as manual reimplementation, not data migration.

Historical reporting data (resolution times, CSAT scores, agent metrics, first-response times) is computed and stored in Richpanel's analytics layer, not as exportable records. We do not migrate analytics history. We recommend the customer export any historical reports they need for trend continuity before the migration window. Gorgias live dashboards are available from day one post-migration for ongoing reporting.