Migrate from Sobot Omnichannel Suite to Intercom

Sobot Customer records map to Intercom Users. Sobot's CRM-integrated customer fields including email, phone, name, and custom list-view properties map to Intercom's standard and custom User attributes. Sobot's customer-level tags transfer as Intercom tags. Sobot's customer created_at and last_seen timestamps migrate as User created_at and last_replied_at. Sobot's channel attribution (how the customer first contacted you) transfers as a custom attribute pointing to the source channel type.

Sobot Tickets map to Intercom Conversations with the ticket status mapped to Conversation state (open, closed, snoozed). Sobot ticket priority maps to a custom Conversation attribute since Intercom does not have a native priority field on Conversations. Sobot's conversation source channel (email, chat, WhatsApp) maps to Intercom's channel attribute. Internal notes on Sobot Tickets transfer as Intercom internal notes attached to the Conversation.

Sobot Conversation threads migrate to Intercom Conversations with each message as a Conversation Part. Sobot's agent messages, customer messages, and bot messages transfer with their respective authors mapped to Intercom's admin and user references. Message timestamps and read receipts preserve. Sobot's message attachments migrate as Intercom file attachments. Internal notes and @mentions on Sobot threads become Intercom internal notes.

Sobot channel configurations for email, live chat, and social channels transfer as Intercom channel metadata. WhatsApp requires a separate Facebook Business Manager verification step regardless of destination platform; we flag this as a pre-migration requirement and do not begin WhatsApp data migration until the Meta-verified WhatsApp Business account is confirmed. Email channel migrates with SMTP configuration preserved as channel settings.

Sobot agent accounts map to Intercom Admins and Agents with role and status preserved. Sobot agent role (admin, supervisor, agent) maps to Intercom's team and permission group assignments. Sobot agent email becomes the Intercom Admin email for login. Agents without valid email addresses go to a reconciliation queue for the customer's admin to resolve before migration.

Sobot team structures and skills-based routing configurations require rebuild in Intercom's Inbox and Team settings. We extract Sobot team rosters and skill assignments during scoping and deliver a written mapping document that the customer's admin uses to configure Intercom Teams and Inbox assignments post-migration. Skills-based routing has no direct Intercom equivalent and requires either manual routing rules or a third-party routing tool.

Sobot KB Articles and KB Categories map to Intercom Help Center Articles organized by Collection. Sobot's article body, metadata, and category assignments transfer directly. Sobot's knowledge optimization data (view counts, feedback scores) maps to article metadata fields. We preserve article IDs in a custom attribute for cross-reference during the audit window.

Sobot's tag taxonomy on Tickets and Customers transfers as Intercom tags with identical names. Tag assignments on Tickets (now Conversations) and Customers (now Users) migrate directly. Sobot's tag usage counts are preserved as tag metadata. If Sobot tags use hierarchical naming conventions, we flatten them to Intercom's single-level tag namespace and document any naming changes in the scoping report.

Custom fields on Sobot Customer records and Tickets require field-level mapping to Intercom custom User and Conversation attributes. Sobot field types (text, number, date, dropdown, checkbox) map to equivalent Intercom attribute types. Multi-select dropdowns in Sobot map to Intercom list attributes. We flag any Sobot custom fields with no Intercom equivalent as requiring either a custom attribute creation or a documented exclusion during scoping.

Sobot workflow automation rules are extracted as structured logic definitions and delivered as a written inventory document for the customer's admin to rebuild in Intercom Workflows. Sobot's property-triggered rules, delay actions, and CRM actions do not migrate as functional Intercom Workflows because the trigger models differ. We document each Sobot rule's trigger, conditions, actions, and recommended Intercom Workflow equivalent with the admin's team.