Migrate from Richpanel to Intercom

Richpanel Conversations map to Intercom Conversations. We preserve the full message thread as Conversation Parts ordered by timestamp, assign the original agent and status (open, pending, resolved, closed) to the conversation metadata. Internal Notes on a Richpanel conversation migrate as private Part types in Intercom, visible only to teammates. Tags migrate as a flat array attached to the conversation. We resolve the linked Customer Profile to an Intercom Contact by email lookup before writing the conversation.

Richpanel Customer Profiles (name, email, phone, billing/shipping addresses) map to Intercom Contacts via email as the dedupe key. We map standard profile fields 1:1 where field names align and flag any custom profile fields for Intercom attribute creation before migration. Address data migrates to Intercom's custom attribute fields since Contacts do not have native structured address fields.

Richpanel Orders (synced from the connected ecommerce platform) map to Intercom Orders via the Orders API. We preserve order reference, line items, totals, fulfillment status, and tracking number. Each Order is linked to the Contact by email match. Where the destination Intercom workspace does not have Orders enabled, we migrate order references as a custom attribute on Contact rather than as standalone Order records.

Richpanel Subscription records migrate to a Custom Object named Subscription in Intercom. We define the custom object schema (subscription_id, status, billing_cycle, next_billing_date, plan) during discovery and link each Subscription to the parent Contact via a Contact lookup field. This requires the Intercom workspace to have Custom Objects enabled, which is available from the Starter plan.

Richpanel Agent records (name, email, role, team) map to Intercom Teammates by email match. We resolve active agents first; inactive agents are migrated as deactivated Intercom teammates for audit completeness. Role mapping (Admin, Agent, Viewer) translates to Intercom's admin, agent, and viewer permission levels. Team membership maps to Intercom's Inbox assignment rules.

Richpanel Teams map to Intercom Inboxes. Each Inbox is created in Intercom with the corresponding team name, and team member assignments are configured during migration so that routing rules are satisfied before conversations land in the inbox. If Richpanel uses a single shared inbox, we consolidate into one Intercom Inbox with tag-based routing.

Richpanel Tags (applied to Conversations and Customer Profiles) migrate to Intercom Tags as flat string labels. We preserve the full tag taxonomy without transformation. Where Richpanel tags include hierarchical notation (e.g., dept/channel/priority), we flatten the full string as a single Intercom tag since Intercom does not support hierarchical tag namespaces natively.

Richpanel Help Center articles (title, body, category, published status, author) migrate to Intercom Articles. We preserve article content as HTML, map categories to Intercom collections, and maintain the published-draft status. Custom portal flows (interactive widgets, order management UI) do not migrate as they are platform-specific configuration; we document each active flow for reimplementation in Intercom's Articles and outbound message builder.

Richpanel custom fields on Conversations are discovered via API during scoping and mapped to Intercom conversation custom attributes. We pre-create the attribute schema in Intercom (text, number, date, boolean, or list type matching the original field type) before migration begins so that all incoming conversations have their attributes populated.

Richpanel custom fields on Customer Profiles migrate to Intercom Contact custom attributes. Field types are mapped to their Intercom equivalents (string to text, enum to list, date to date). We create the attribute schema in Intercom before the Contact migration phase to avoid silent failures on mismatched field types.

File attachments on Richpanel conversations (images, PDFs, order documents) are downloaded from Richpanel's media layer and re-uploaded to Intercom as Part attachments on the corresponding Conversation. We preserve the original filename and mime type. Attachments exceeding 10 MB are flagged for the customer to host externally and link via URL since Intercom has a 10 MB per-file attachment limit.