Migrate from Sagicc to Intercom

Sagicc Cases map to Intercom Conversations. The case status (Open, Pending, Resolved, Closed) maps to Intercom conversation state (open, closed). Priority from Sagicc becomes a custom conversation attribute. Channel attribution (WhatsApp, chat, email, SMS, voice, Facebook, Instagram, Telegram) is preserved as part of the conversation metadata so the source channel is visible in Intercom's inbox. If the customer uses Intercom's optional Tickets layer, cases map to Ticket records linked to the conversation; we configure this during scoping.

Sagicc Contacts map to Intercom Users. Name, email, phone number, and document/ID fields transfer directly. Custom properties on the Sagicc Contact migrate as custom attributes on the Intercom User. Sagicc allows anonymous contacts (no email); Intercom Users require at minimum an email or a generated identifier. We flag anonymous Sagicc contacts during scoping and apply Intercom's user_id generation for cases without an email address.

Sagicc Conversation records (the message threads within a Case across all channels) map to Intercom Conversation parts. Each message, including WhatsApp carousel messages, chat bubbles, email text, SMS content, and social media replies, maps to an Intercom conversation_part record. Author attribution (agent vs. customer) is preserved via the Intercom author_id mapping to the Intercom User or Contact.

Sagicc Agents map to Intercom Teammates. Name, email, role (Agent, Supervisor, Admin), team assignment, and active/inactive status transfer. Agent performance metrics embedded in case history migrate as part of the conversation record. We resolve agents by email match against the Intercom workspace Teammates list, flagging any agent without a matching Intercom account for manual provisioning before import.

Sagicc Teams map to Intercom Inboxes or Groups depending on routing requirements. An Intercom Inbox consolidates conversations assigned to a team, while Groups are used for broader organizational grouping. We document the Sagicc team structure during scoping and recommend the appropriate Intercom equivalent based on the customer's routing and SLA model. Team-to-agent assignments are preserved by linking each Sagicc agent to the corresponding Inbox or Group in Intercom.

Sagicc KB articles migrate to Intercom Articles in the Help Center. Article content, title, categories, and associations transfer. Rich text formatting migrates to Intercom's article editor format. Images and media assets transfer as binary files and are re-embedded in the article content. The organizational structure (sections, categories) maps to Intercom Collections. Any HTML-specific formatting that cannot be rendered in Intercom is flagged for manual cleanup.

Sagicc Flow Rules (automatic routing, case assignment, canned responses) do not migrate as active code because Intercom's Workflow model uses different trigger types, actions, and conditions. We export the full rule definitions including trigger events, conditional branches, and action sequences, and deliver a written inventory mapping each Sagicc Flow Rule to a recommended Intercom Workflow equivalent. The customer's Intercom admin rebuilds the workflows post-migration.

Sagicc Block List entries (contacts, accounts, or domains blocked from interaction) have no native equivalent in Intercom's standard feature set. We export the complete block list with contact identifiers, blocked domains, and block reason if populated. Each entry is flagged for manual review and re-entry in Intercom, or for implementation as a custom suppression list via Intercom's API or a downstream suppression tool. This step is explicitly outside the automated migration scope.

Sagicc channels (WhatsApp Business API, web chat, cloud telephony, email, Facebook, Instagram, SMS) are configured per-channel in the source platform. Channel-level metadata such as phone numbers, email routing addresses, and social media page links are documented during scoping. WhatsApp Business API channel configuration requires re-setup under the customer's new Meta Business account in Intercom; we document the current Sagicc WhatsApp template set for re-approval planning. Other channel routing is re-established in Intercom's channel settings post-migration.

Sagicc SLA definitions (first-response time, resolution time, business hours per team or channel) are exported and documented. Intercom does not have a native SLA clock feature in the same sense as Sagicc; SLA monitoring is available through Intercom's reporting and time-to-first-response metrics, but active SLA enforcement requires an integration or a Workflow with time-based conditions. We deliver a written SLA mapping document specifying which Sagicc SLA rules can be approximated in Intercom and which require a third-party SLA tool.

Tags applied to Sagicc Cases for categorization and filtering migrate to Intercom Tags. Tag names and their associations to conversations transfer directly. Intercom tags are applied to conversations and can be used for filtering and reporting. The customer may use a different tag taxonomy in Intercom; we preserve the source tag names and the customer decides on any taxonomy consolidation during scoping.

Custom fields on Sagicc Cases (beyond the standard status, priority, channel, agent, team fields) map to Intercom custom conversation attributes. We export field definitions including data type (text, number, date, dropdown, checkbox) and map to the equivalent Intercom attribute type. Dropdown fields with predefined values map to Intercom Select attributes with the same options. Long-text fields migrate as Intercom long_text attributes. Custom fields without a direct Intercom equivalent are flagged for type conversion during scoping.