Migrate from SAAS First to Intercom

SAAS First tickets map to Intercom conversations. The ticket subject becomes the conversation title, ticket status (open, pending, resolved, closed) maps to Intercom's state machine (open, snoozed, closed), and the channel metadata (email, chat, WhatsApp) maps to Intercom's source channel field. Conversation parts migrate as message records with author attribution to the customer contact or agent user. Historical timestamps preserve on each message for audit continuity.

SAAS First customer profiles map directly to Intercom Contacts. The email address is the dedupe key. First name, last name, phone number, and custom profile attributes migrate to Intercom's standard and custom contact attributes. Any CRM-linked attributes from SAAS First's bundled CRM migrate as custom attributes. HubSpot or external CRM integration data held in SAAS First does not carry over; we document custom attribute names for the customer to re-enter or re-sync post-migration.

SAAS First company records map to Intercom Companies. Company name, domain, industry, size, and custom attributes transfer as Intercom Company attributes. Company-contact linkage is preserved through the contact mapping so that each Contact in Intercom is associated with the correct Company record.

SAAS First knowledge base articles migrate to Intercom Articles. Article title, body content, author, publish date, and collection or category structure map to Intercom's Article object with collection assignments. Draft versus published status migrates. Multi-language content migrates as separate Article records tagged with locale. Internal notes attached to articles in SAAS First do not migrate; we flag these for manual documentation.

Ticket tags in SAAS First migrate to Intercom conversation tags. Tags are preserved as string values and applied to the migrated conversations. Tag taxonomy (hierarchical tags, tag groups) in SAAS First maps to Intercom's flat tag structure; any hierarchy is flattened with parent-child notation for reconstruction in Intercom.

SAAS First agent accounts map to Intercom Admins and Agents by email match. Agent display name, role (admin, agent), and availability status transfer. If the agent email has no matching Intercom user, the conversation is assigned to an Inbox owner queue for manual reassignment. SAAS First's team or group configuration maps to Intercom's team inbox structure.

File attachments on ticket messages migrate as Intercom conversation attachments. We download each file from SAAS First, upload to Intercom's file hosting, and link the file to the corresponding message. Image attachments migrate inline with the message body. Files exceeding Intercom's 10 MB per-file limit are flagged for the customer to host externally and link manually.

SAAS First's board view organizes tickets by status columns (To Do, In Progress, Resolved, Closed). We map each board to an Intercom Inbox with routing rules that replicate the board's status transitions. Board-specific custom fields become Intercom custom conversation attributes. If multiple boards exist in SAAS First, we create corresponding Inboxes in Intercom and configure routing based on ticket source or category.

Milly AI configurations including trained snippets, knowledge base references, and fallback routing do not carry over as executable bot logic because Intercom Fin uses a different training model and FAQ-based resolution approach. We extract the existing FAQ content and resolved conversation patterns from SAAS First and deliver them as a structured input document for Fin training. The customer's admin rebuilds the Fin AI resolution flows in Intercom using this input.

SAAS First macros and canned responses migrate to Intercom Saved Replies. We extract macro name, body content, and any conditional logic and map them to Intercom's Saved Replies with tag-based organization. Complex conditional macros with variable substitution do not transfer; these require rebuild in Intercom's workflow editor.

SAAS First bundles marketing campaign tools (outbound messaging, broadcast features). These do not migrate because Intercom's outbound messaging and email campaigns are separate products with different contact segment models. We deliver a written inventory of active campaigns and broadcast rules for the customer to evaluate for rebuild in Intercom's Outbound or a dedicated marketing platform.