Migrate your Sagicc data

Cases (tickets) are the core object in Sagicc's helpdesk model. We migrate all case fields including status, priority, channel source, assigned agent, team, timestamps, and custom properties. Conversation history is linked via the interaction reference.

Contacts are the customer records attached to cases. We preserve contact name, document/ID fields, phone numbers, email, and any custom properties. Note that Sagicc allows creating contacts manually without a document ID per their May feature update.

Conversations (interactions) are the message threads within a case across all channels. We migrate the full message history including WhatsApp, chat, email, SMS, Facebook, Instagram, Telegram, and web form transcripts.

Agents are the user accounts that handle cases. We migrate agent profiles including name, role, team assignment, and active/inactive status. Agent performance metrics are preserved as part of case history.

Teams are agent groupings used for routing and SLA assignment. We preserve team structure and the agent-to-team assignments to ensure routing rules translate correctly to the destination.

KB articles are part of the centralized knowledge base for agent assistance and customer self-service. We migrate article content, categories, and associations. Formatting and media assets may require review after migration.

Automations (Flow Rules) are the workflow triggers and actions that route cases and send responses. We export the rule definitions but since automation logic is destination-dependent, we map each rule to an equivalent in the target system or flag cases for manual reconfiguration.

Block List entries define contacts, accounts, or domains blocked from interaction. We export the full list. The destination system may not have an equivalent block list feature, so we flag which entries need manual review or alternative handling.

Channels represent the communication sources (WhatsApp Business API, web chat, cloud telephony, email, Facebook, Instagram, SMS). Channel configuration is partially migratable; WhatsApp Business API template approvals and phone numbers require re-registration with Meta and carriers.

Reports in Sagicc are generated from case and interaction data, often with filters by campaign, agent, and date. Report definitions are not exportable in a reusable format; we export the underlying data so reports can be rebuilt in the destination system.

SLA definitions tied to first response time, resolution time, and business hours are configurable per team or channel. We export SLA rules and map them to the destination's SLA model, noting differences in how business hours are defined.

File attachments within cases and knowledge base articles are migratable. We transfer the binary files and maintain the association to the parent record.

Tags applied to cases for categorization and filtering are migratable. We preserve tag names and associations, though the destination may use a different taxonomy.

Custom fields on Cases and Contacts are supported. We export field definitions and values, mapping data types to equivalent types in the destination system where possible.