Migrate from Splashtop Remote Support to Intercom

Splashtop Technicians map to Intercom Teammates. We extract the technician list from the Splashtop admin console (CSV) or Enterprise API and create corresponding Intercom Teammates with matching names and email addresses. Role mapping: Splashtop Admin maps to Intercom Admin, Splashtop Technician maps to Intercom Agent or Teammate depending on the customer's Intercom permission structure. Role definitions are inferred from the Access Permissions CSV since Splashtop does not export role schemas as a standalone artifact.

Splashtop Service Desk Channels (Enterprise tier only) map to Intercom Inboxes. Each Splashtop channel with its associated SOS Call configuration, invitation links, and web form widgets translates to an Intercom Inbox with routing rules. We preserve the channel name, associated technician group, and any custom web form field definitions as Intercom conversation attributes. Note that Splashtop's SOS Call session-code workflow does not have a direct Intercom equivalent; the channel migration captures routing context rather than the attended-access session model.

Open Splashtop SOS Requests map to Intercom Conversations. Each SOS request carries session metadata (session code, requester identifier, technician assigned, timestamp, channel) which we preserve as custom conversation attributes in Intercom. The conversation body is reconstructed from the session context fields since Splashtop SOS requests are session-initiation records rather than threaded message history. Closed or resolved SOS requests are migrated as resolved Intercom conversations with the original resolution status preserved.

Splashtop Computer records have no direct Intercom equivalent because Intercom does not manage endpoint inventory. We offer two options: (1) create an Intercom Custom Object called Endpoint with fields for computer name, group, last session timestamp, and technician permissions as reference data attached to the customer Contact, or (2) export the computer inventory as a CSV deployment manifest for the customer's IT team to use in coordinating Streamer uninstallation. Option 2 is the recommended path because endpoint reference data in Intercom is not actionable.

Splashtop Computer Groups map to an Endpoint Group custom object in Intercom if the customer selects the Custom Object option for computer data. Group membership is preserved as a lookup relationship. This is informational only and does not drive any Intercom routing or automation logic.

Splashtop Access Permissions (CSV export of user-to-computer assignments and roles) do not migrate as permission records because Intercom's permission model is Teammate-based, not resource-based. We provide a written access permissions audit as a CSV that the customer's admin uses to configure equivalent Inbox access and team permissions in Intercom. Admin, Technician, and User role definitions are inferred from the Access Permissions export.

Splashtop Deployment Codes (used for silent Streamer installation) are not migratable to Intercom. These codes are scoped to the Splashtop account and tied to the computer inventory. We flag them as decommissioned and provide a written inventory of all active deployment codes for the customer's IT team to revoke during the Splashtop account cancellation process.

Splashtop Session History is not available as a public API export or standalone CSV on Basic, Plus, or Premium tiers. On Enterprise, session logs are retained in the Splashtop console but not exported as a structured data artifact. We do not migrate session history to Intercom because Intercom Conversations are customer messaging records, not remote session audit trails. If the customer requires session history for compliance, we recommend a separate Splashtop session log archive as a standalone document rather than an Intercom migration target.

Splashtop Connector RDP profiles (Profile Name, Deploy Code, Enable Recording, RDP-specific settings) are Splashtop-specific and have no Intercom equivalent. RDP profile CSVs are excluded from the migration and flagged in the written handoff document for the customer's IT team to handle outside of Intercom.

Splashtop SOS attended-support technicians on the $22-$33/technician/month plan map to Intercom Starter or Pro Teammates. The attended session model (user downloads SOS app, provides session code) does not translate to Intercom's proactive or inbound messaging model, but the technician identity and contact information migrate as Teammate records. The customer should audit whether the attended support workflow is being replaced by Intercom messaging or supplemented alongside it.