Migrate from Simplify Reality to Gorgias

Simplify Reality Conversation records — aggregating messages across email, SMS, WhatsApp, Facebook, and Twitter into a single thread — map to Gorgias Ticket objects. The source platform has no documented schema for thread_id, message timestamps, channel origin, or customer references, so we rely on the customer's manual export format (typically CSV or JSON from a live admin export). We set the Gorgias Ticket channel field to match the source channel type, preserve message timestamps as Ticket created_datetime and last_message_datetime, and link each Ticket to the resolved Customer record by email match. This mapping type is 'configuration' because it requires inspecting the actual exported data structure before we can define the field mapper.

Simplify Reality Customer records map to Gorgias Customer objects. Based on ZoomInfo and Crunchbase data, Simplify Reality stored contact name, email address, phone number, and channel source. We map name to the Gorgias Customer name field, email to email, and phone to phone_number. If the customer export includes a source channel attribute, we write it to a Gorgias custom field customer_channel_source__c. Any custom fields the customer exported from Simplify Reality map to Gorgias CustomField records with external_id set to the Simplify Reality field name and object_type set to customer.

Simplify Reality claimed to aggregate email as a primary channel. We cannot migrate email channel credentials because the platform has no documented API. We create the email channel configuration in Gorgias during the account setup phase, using the email address the customer used as their primary Simplify Reality support address, and document the connection so the customer's admin can verify deliverability after migration.

Simplify Reality supported SMS and WhatsApp channels, but API credentials and phone number configurations cannot be migrated without a source API. We document which SMS and WhatsApp numbers were active in Simplify Reality based on the customer's discovery questionnaire, then create the corresponding channels in Gorgias with the same phone numbers. The customer reconnects the WhatsApp Business account and SMS provider (Twilio or similar) inside Gorgias manually.

Simplify Reality aggregated Facebook Messenger and Twitter DMs. These social channel configurations cannot be migrated via API because Simplify Reality has no documented integration API. We list the social channels active in Simplify Reality during discovery and guide the customer through connecting the same Facebook Page and Twitter account to Gorgias as part of the channel setup step.

Crunchbase lists HubSpot in Simplify Reality's tech stack, indicating the platforms were connected. Integration settings cannot migrate programmatically — there is no Simplify Reality API to call, and HubSpot connection tokens are platform-specific. We document the HubSpot integration as active in Simplify Reality and provide the Gorgias HubSpot integration setup guide URL so the customer's admin reconnects HubSpot within Gorgias. Customer and company records that existed in both platforms map by email match in HubSpot post-reconnection.

MailChimp is listed in Simplify Reality's Crunchbase tech stack. Like HubSpot, MailChimp connection credentials are not retrievable without a source API. We flag MailChimp as an active integration during discovery, document the connection for the customer's admin, and provide the Gorgias MailChimp integration documentation. Any subscriber list sync that existed in Simplify Reality must be reconfigured from scratch in Gorgias.

Simplify Reality had no documented agent management schema or user API. ZoomInfo records indicate a team of fewer than 10 people across business development, sales, web development, and management roles. We cannot migrate agent profiles because there is no source data model to map. We provision agent accounts in Gorgias manually during the account setup step, using names and email addresses provided by the customer. Agent permissions and roles are set within Gorgias by the customer's admin.

AI reply recommendations and automated response rules were central to Simplify Reality's product, but no schema for these configurations was documented in the research. We do not migrate automated response rules as executable code. We request that the customer provides a screenshot or export of their Simplify Reality automation rules during discovery and produce a written inventory mapping each Simplify Reality rule to an equivalent Gorgias Macro. The customer's admin rebuilds these as Gorgias Macros post-migration.

The Gorgias CustomField object supports id, external_id, object_type, and label fields. If Simplify Reality supported custom fields on Tickets or Customers, we map them by setting external_id to the Simplify Reality field name, object_type to ticket or customer, and label to the field's display name. This requires the customer to provide a list of Simplify Reality custom field names during discovery — without an API, we rely on the customer exporting their field configuration or describing it from the admin interface.

If Simplify Reality supported ticket tagging or labeling, we can import the tag labels into Gorgias as Tags without migrating the historical tag associations (which require the ticket to already exist in Gorgias). We handle this as a two-phase import: Tags are created in Gorgias first via POST /tags, then ticket-to-tag associations are written during the Ticket import phase by matching on the source ticket's tag list.

Simplify Reality claimed to provide visual insights and operational analytics, but no analytics schema, export format, or reporting API was documented. Historical report data (ticket counts, CSAT scores, response times) cannot be migrated into Gorgias Reports because the source data model is unknown. We ask the customer to export whatever analytics they can from the Simplify Reality admin interface as a CSV and note that Gorgias Reports are rebuilt from the migrated data after cutover. All new reporting starts fresh in Gorgias.

If Simplify Reality stored file attachments (screenshots, order documents, images) linked to conversation threads, these cannot be retrieved via API. We ask the customer to identify whether Simplify Reality contained file attachments during discovery. If yes, we document the expected file locations in Simplify Reality so the customer can download them manually, then we upload them to Gorgias via POST /upload using the ticket ID and message ID as the attachment context.