Migrate from Simplify Reality to Intercom

Simplify Reality Customer records (name, email, phone, channel source) map to Intercom Contacts. We use email as the dedupe key. If phone numbers are present, we map them to Intercom's phone field and flag any number validation issues — Intercom's workspace settings can disable phone validation if invalid formats exist. The original channel source (email, SMS, WhatsApp, etc.) is preserved as a custom attribute on the Contact for segmentation.

Simplify Reality multi-channel conversations map to Intercom Conversations. Each message in the conversation thread maps to a Conversation Part in Intercom with author (admin or contact), body, and timestamp preserved. Channel attribution from Simplify Reality (email thread, SMS thread, WhatsApp thread) is stored as a custom attribute on the Intercom Conversation. We verify timestamp formatting during scoping because Simplify Reality may use non-ISO formats that require parsing before Intercom ingestion.

Simplify Reality's aggregated email channel maps to Intercom's email inbox. The actual email credentials and routing rules cannot be exported from Simplify Reality — we document which email addresses were connected and the admin configures the same routing in Intercom after migration. Email routing rules and team assignments require manual rebuild in Intercom Inbox settings.

Simplify Reality claimed to support SMS, WhatsApp, Facebook Messenger, and Twitter aggregation. No channel credentials or API keys can be exported from the platform. We document the channels in use from the customer's account records and the admin configures each channel fresh in Intercom using Intercom's channel setup guides. Channel API credentials (Twilio SID, WhatsApp Business Account ID) are entered manually post-migration.

Simplify Reality Agent records map to Intercom Admins. Agent name and email transfer directly. Agent roles (admin vs agent) map to Intercom's Admin and Agent permission levels. Agent avatar, availability settings, and notification preferences require manual configuration in Intercom after migration.

Simplify Reality conversation tags (if exported via manual CSV from the interface) map to Intercom Tags. Tags are used for conversation labeling and filtering. We import tags via Intercom's Tags API and associate them with Conversations. Tags used for analytics segmentation may need to be recreated as Intercom Labels if the customer's reporting workflow relies on them.

If Simplify Reality supported a ticket-like record structure beyond conversations (SLA-bound support tickets vs general conversations), these map to Intercom Tickets with priority, status, assignee, and due date fields. We inspect the customer's Simplify Reality data export during scoping to confirm whether a separate Ticket object exists or whether all support interactions are stored as Conversations. Intercom Tickets require the Inbox product add-on on Essential and above.

ZoomInfo lists HubSpot in Simplify Reality's technology stack. If the customer had HubSpot connected to Simplify Reality, we document the integration endpoints and the admin reconnects HubSpot to Intercom via Intercom's native HubSpot integration (available on Advanced and above). CRM contact and company sync requires fresh OAuth authorization post-migration. We do not migrate HubSpot data through this scope; CRM data migration is a separate engagement if needed.

MailChimp is listed in Simplify Reality's technology stack. If the customer had MailChimp connected for marketing automation triggers based on support events, we document the integration and the admin reconnects via Intercom's MailChimp integration or a third-party automation tool. No email campaign data or subscriber lists migrate through this scope.

Simplify Reality's patented event-based machine learning for AI reply recommendations is the core product feature, but no schema, rule definitions, or training data are documented. We cannot export these rules. We deliver a written inventory of the AI response patterns the customer was using (based on discovery interviews) and recommend rebuilding them as Fin AI Agent articles and Fin AI Copilot rules in Intercom. Fin uses a knowledge base approach rather than event-triggered rules, so the rebuild is configuration-based not code-based.

Simplify Reality claimed to provide visual insights into operational and customer data, but no analytics export format, reporting schema, or data warehouse access was documented. Historical CSAT, response time, resolution rate, and agent workload data cannot be migrated. We recommend the customer captures any required screenshots from the Simplify Reality interface before account expiration and uses Intercom's native analytics dashboard for post-migration reporting.

Simplify Reality's automated response rules (triggered by channel, message content, or customer status) have no documented schema or export mechanism. We cannot migrate these as code. We deliver a written inventory of the automation patterns discovered during discovery (via screenshots, account records, or customer documentation) and recommend rebuilding them as Intercom Workflows and Rules post-migration. The customer should document current automation behavior before account closure.