Migrate from Slaask to Gorgias

Slaask Conversations are the primary ticket-like objects representing each website visitor chat session. We extract conversation metadata (visitor name, page URL, timestamp, status, assigned Slack channel) and map it to a Gorgias Ticket. The Slaask conversation status (open/resolved) maps to Gorgias Ticket status. The page URL from Slaask is stored as a custom ticket field since Gorgias does not have a native page-URL field on tickets.

Message history within each Slaask Conversation migrates as chronological ticket events in Gorgias, preserving the sender (agent or visitor), message body, and timestamp. Messages are landed in order so the ticket timeline reflects the original conversation sequence. Any messages that existed only in Slaask's own storage and were never routed to a Slack channel are at risk of being unrecoverable.

Slaask Visitor records contain name, email, and metadata collected via Custom Attributes. We map these to Gorgias Customer records. The email address is the primary dedupe key. Any visitor without an email address is flagged in the reconciliation report and landed as a Customer with an email placeholder for manual enrichment.

Slaask per-workspace Custom Attributes on visitor profiles map to Gorgias custom fields on the Customer object. We use the GET /api/custom-fields endpoint to confirm the destination field exists before writing. Gorgias supports string, boolean, date, and number custom field types. We validate field type compatibility during the schema audit and flag any Slaask attribute with an unsupported type. Gorgias enforces a limit on total custom fields per account; we verify the account's field count during scoping.

Slaask conversations that were posted into Slack channels are recoverable via standard Slack export (Business+ plan or Slack Data Export). We cross-reference exported Slack messages with Slaask conversation timestamps and channel assignments to reconstruct the message thread. If the Slack channel was renamed or deleted, we match by approximate timestamp window and original visitor identifier. Messages recovered from Slack are appended to the corresponding Gorgias Ticket as timeline events with attribution preserved.

Slaask routing rules directed conversations to specific Slack channels or team members. In Gorgias, ticket assignment maps to an Agent record. We attempt to match Slaask routing assignments to Gorgias Agent records by email address of the assigned team member. Assignments that cannot be resolved are flagged and reassigned to a default agent nominated by the customer during scoping.

If the customer has access to any manual Slaask dashboard export (even a CSV screenshot or manual pull), we ingest that as the primary record source and use it to cross-validate any Slack-recovered messages. The dashboard export is the only Slaask-native data source; it may contain visitor records and conversation summaries that were not mirrored to Slack. We flag any discrepancy between dashboard data and Slack data for the customer's review.

Slaask per-workspace routing rules directing conversations to specific Slack channels or team members have no direct equivalent in Gorgias's ticket routing model. We document these rules as a configuration specification during the discovery call, listing each rule's trigger condition (page URL, team, keyword) and its current routing destination. The customer's admin uses this document to configure equivalent Rules and Views in Gorgias.

Slaask widget appearance settings (colors, positioning, greeting message, trigger rules) and JavaScript snippet configuration are Slaask-specific and cannot be exported. We photograph and document the current widget appearance and behavior during the discovery call and produce a written specification the customer's team uses to configure Gorgias's own chat widget to match. This is a manual rebuild item, not a data migration.

Slaask integrations beyond Slack (if any were configured) are not recoverable in migration. We audit the Slaask workspace settings for any connected third-party tools during discovery and produce a list of integrations that require manual reconfiguration in Gorgias. Common replacements include Gorgias's native integrations with Shopify, Klaviyo, Recharge, and Yotpo.

Slaask captured the page URL for each conversation. Gorgias does not have a native page-URL field on tickets. We create a custom ticket text field slaask_page_url__c during schema setup and write the original page URL into it. This preserves the routing context for the customer's support team without requiring a platform schema change post-migration.

All Slaask conversation and message timestamps are preserved as the created_at and last_message_timestamp fields on Gorgias Tickets and Ticket Events. Historical ordering is maintained so that ticket timelines in Gorgias reflect the original visitor interaction sequence accurately.

Slaask did not have a named Agent concept separate from Slack users; conversations were routed to Slack channels and handled by whoever responded. We infer agent identity from the Slack user who sent messages in the mirrored channel history. We match Slack user email to a Gorgias Agent record. Agents without a matching Gorgias account are flagged for the customer to provision before production migration.