Migrate from Sagicc to Gorgias

Sagicc Cases map directly to Gorgias Tickets. The Case number, subject, status, priority, channel source, assigned agent, team, created-at timestamp, and updated-at timestamp migrate as Ticket ID, subject, status, priority, channel, agent, team, created-at, and updated-at. Sagicc custom fields on Cases map to Gorgias custom fields with object_type=Ticket. We preserve the original Sagicc case ID as an external_id field so the customer can cross-reference back to source data during the validation window.

Sagicc Contacts map to Gorgias Customers. Name, email, phone number, document/ID fields, language, and timezone migrate. Sagicc custom fields on Contacts map to Gorgias custom fields with object_type=Customer. The Gorgias Customer object does not have a native SLA tier or account-type field; we create a custom field sagicc_account_type__c to preserve this value if it exists on the source.

Sagicc Conversations (message threads within a Case across all channels including WhatsApp, chat, email, SMS, Facebook, Instagram, Telegram, and web widget) migrate as message records attached to the corresponding Gorgias Ticket. Each message preserves the sender type (customer, agent, bot), message content, channel attribution, and timestamp. WhatsApp messages include the message direction (inbound/outbound) and template name if applicable.

Sagicc Agents map to Gorgias Agents by email match. Agent name, role, team assignment, and active/inactive status migrate. We resolve agents by email address during migration; any Sagicc Agent without a matching Gorgias Agent email is held in a reconciliation queue for the customer's admin to provision before ticket import begins.

Sagicc Teams map to Gorgias Teams. Team name and team-to-agent membership migrate. Team-level SLA assignments in Sagicc are documented as part of the SLA configuration inventory and are not applied programmatically because Gorgias SLA management uses different rule structures.

Sagicc Knowledge Base articles migrate to Gorgias Help Center articles with article title, body content, category assignments, and publication status. Formatting and embedded media assets transfer where possible but may require manual review post-migration due to differences in rich-text rendering between platforms. Sagicc article folders map to Gorgias Help Center categories.

Sagicc Flow Rules (automatic routing, case assignment, canned responses, triggers, and delays) are exported as a written inventory with the rule name, trigger conditions, actions, and a recommended Gorgias Automate equivalent. We do not migrate Flow Rules as code because the rule structure and action types differ between Sagicc's builder and Gorgias Automate's Quick Response Flows and Order Management Flows. The customer's admin rebuilds these using the documented inventory as a blueprint.

Sagicc SLA definitions (first-response time, resolution time, business hours, per-team and per-channel assignments) are exported as a written SLA inventory with field-level detail. Gorgias SLA management uses different rule structures and is configured per team or channel within the platform. We document the current SLA values, the team and channel assignments, and the Gorgias equivalent configuration path for the admin to rebuild.

Sagicc Block List entries (contacts, accounts, or domains suppressed from interaction) are exported in full. Gorgias does not have a native Block List equivalent at the customer level. We export the complete list and flag each entry by email domain or contact email so the customer can create manual suppressions in Gorgias or configure email filtering rules.

Tags applied to Sagicc Cases for categorization and filtering migrate to Gorgias Ticket Tags. Tag names and associations are preserved. The customer should review the migrated tag taxonomy post-migration to ensure consistent naming conventions between platforms.

File attachments within Sagicc Cases (documents, images, uploaded files) and Knowledge Base articles migrate as binary files attached to the corresponding Gorgias Ticket or Help Center Article. File association to the parent record is preserved during transfer.

Sagicc channel configurations (WhatsApp Business API, web chat widget, cloud telephony, email, Facebook, Instagram, SMS) are documented as a channel inventory. WhatsApp Business API credentials and active templates require re-approval under the customer's new Meta Business account in Gorgias. Email channel configuration migrates as SMTP settings documented for manual entry in Gorgias. Social channels (Facebook, Instagram) require re-authentication in the Gorgias integrations settings.