Migrate from Sobot Omnichannel Suite to Gorgias

Sobot Customer records map directly to Gorgias Customer objects. Sobot's CRM-integrated customer fields including name, email, phone, and address data transfer as typed fields on the Gorgias Customer record. Sobot's list-view fields export preserves the field taxonomy for mapping during scoping. Any Sobot customer records without email addresses require a separate reconciliation pass because Gorgias Customer requires an email for standard ticket creation.

Sobot Tickets map 1:1 to Gorgias Tickets. Ticket status (open, pending, resolved, closed) and priority (low, medium, high, urgent) values transfer as equivalent Gorgias Ticket status and priority enumerations where the destination schema supports them. Sobot's ticket channel type (email, chat, WhatsApp, social) migrates as channel metadata on the Gorgias Ticket. Closed-ticket timestamp and resolution notes preserve on the ticket record.

Sobot's Conversations object with message threads requires a split into Gorgias Ticket and Message records. Each Sobot Conversation linked to a Ticket becomes a Gorgias Ticket with its messages attached as Message records in chronological order. Internal notes and agent handoff context from Sobot migrate as internal Gorgias Messages. This split is the primary schema transformation for the migration and requires validation against a sample of 50+ conversation threads before full production migration runs.

Sobots channel configurations for email, WhatsApp, Facebook, Instagram, and LINE migrate as channel connection metadata in Gorgias. Each channel carries its connection status and channel type. WhatsApp specifically requires independent Facebook Business Manager verification on the Gorgias destination regardless of the Sobot source setup, which we flag as a pre-migration requirement. Email channels migrate as IMAP or SMTP configurations if the customer provides the credentials.

Sobot Agent records map to Gorgias User accounts. Sobot agent properties including role (agent, supervisor, admin), status (active, inactive), and team assignments map to Gorgias User role, active/inactive status, and team membership. We resolve agents by email match against the destination Gorgias User table. Any Sobot agent without a matching Gorgias User goes to a reconciliation queue for the customer to provision before the User migration phase completes.

Sobot team structures map to Gorgias Teams. Sobot's skills-based routing configurations and team hierarchies become Gorgias Team assignments and team-level routing rules. Destination systems vary in how they represent team hierarchies; Gorgias uses a flat team structure with agents assigned per team, which requires flattening any nested Sobot team groups during mapping.

Sobot custom fields on Customer records require field-level mapping during migration scoping. Sobot field types (text, number, date, dropdown, checkbox) map to equivalent Gorgias custom field types. The Gorgias custom field API supports object_type = Customer for these fields. We extract the full custom field taxonomy from Sobot during discovery and create matching Gorgias custom fields before Customer migration begins.

Sobot custom fields on Ticket records map to Gorgias Ticket custom fields with object_type = Ticket. Sobot dropdown and multi-select fields map to Gorgias dropdown fields with equivalent value lists. Text and number fields map directly. We apply the custom field mapping during the Ticket migration phase, resolving any field type incompatibilities before production load.

Sobot workflow automation rules export as structured logic definitions including trigger conditions, branching rules, delay actions, and CRM updates. These do not migrate as active Gorgias Macros or Rules because the automation models differ structurally. We deliver a written inventory of every active Sobot automation with its trigger type, conditions, sequence of actions, and recommended Gorgias Macro or Rule equivalent for the customer's admin to configure post-migration. Active automation count and complexity are documented during scoping and factor into timeline and pricing estimates.

Sobot chatbot task workflows including knowledge search nodes, variable collection steps, and action invocations export as structured logic definitions rather than visual drag-and-drop files. These do not migrate to Gorgias AI Agent as executable code. We deliver a documented specification of the Sobot bot logic tree including decision branches, knowledge base article references, and integration touchpoints, which the customer's team or a Gorgias implementation specialist uses to configure the Gorgias AI Agent post-migration.

Sobot KB Articles and KB Categories transfer as Gorgias Help Center articles with category assignments. Sobot's knowledge optimization data and article metadata map to Gorgias article properties. We export the full article body with formatting preserved and recreate the category hierarchy in Gorgias Help Center. Any embedded images in Sobot KB articles require re-hosting in Gorgias's asset management.

Sobot tag assignments on Tickets and Customers transfer as Gorgias Tags. Sobot's tag taxonomy maps directly to Gorgias tag objects. Tags used for ticket categorization and customer segmentation preserve their assignments during migration so that filtering and reporting in Gorgias work from day one.