Migrate from Sprinklr Service to Intercom

Sprinklr Cases carry a header record (Case ID, priority, status, SLA timer, assigned agent) plus one or more message child records. Intercom Conversations are a single thread record where the message chain is the case. We merge the case header and message records into one Intercom Conversation object, preserving the original Sprinklr case ID as a custom conversation attribute.

Sprinklr contacts (name, email, phone, company association, custom profile fields) map 1:1 to Intercom contacts. All Sprinklr custom fields on the contact entity migrate as Intercom custom attributes. The contact's company association resolves via the Sprinklr Company to Intercom Company lookup.

Sprinklr company records encompassing name, domain, industry classification, employee count, and annual revenue fields migrate directly to Intercom company profiles using standard field mappings. When Sprinklr contains parent-child organizational hierarchies, these relationships transfer to Intercom via the parent_company_id field, preserving structural ownership information. This maintains the organizational context of customer accounts during migration, which is particularly valuable for enterprise accounts with subsidiary structures or franchise operations.

Sprinklr agent records (name, email, role, skills, active/inactive status) migrate as Intercom Admins. The Sprinklr role hierarchy (Agent, Supervisor, Admin) requires manual Inbox team assignment in Intercom since Intercom uses Admin vs. Agent roles without granular permissions per skill. We preserve the Sprinklr agent email for email-match resolution against Intercom admin emails.

Sprinklr natively ingests Twitter/X, Facebook, Instagram, WhatsApp, Apple Business Chat, voice, email, and web chat as separate channel objects. Intercom collapses these into a single conversation with a source field (email, chat, push, api, etc.). We map Sprinklr channel types to the closest Intercom source value and store the original Sprinklr channel name as a custom attribute.

Sprinklr SLA policies define first response and resolution timers per case priority and channel. Intercom has no native SLA policy engine — SLA compliance must be rebuilt manually in Intercom's Inbox settings or via workflow-based reminders. We export the full SLA policy configuration (name, thresholds, business hours) as a structured JSON reference document for your Intercom admin to configure.

Sprinklr skill-based and priority-based routing rules assign incoming cases to agents with matching skill tags. Intercom has no equivalent routing engine — inbound assignment defaults to general inbox or round-robin. We export the full routing rule logic (conditions, target agents, priority thresholds) as a rebuild reference for Intercom workflow configuration.

Sprinklr macros bundle message templates with variable placeholders for agent quick-reply. Intercom Saved Replies are simpler static templates without variable substitution logic. We export all Sprinklr macro definitions as a structured reference so your Intercom team can rebuild them as Saved Replies or integrate a variable-replacement tool.

Sprinklr Knowledge Base articles (title, body content, collections, status, author, created/updated timestamps) export via the Sprinklr Knowledge Base API and import to Intercom Help Center via the Articles API. Article collections map to Intercom collections. We preserve article slugs, publication status, and author attribution.

Sprinklr custom entities created in Entity Studio (e.g., Warranty, Subscription, Asset) map to Intercom Custom Objects. Intercom Custom Objects require schema creation in the workspace before migration. We inspect the Sprinklr custom entity schema, generate the equivalent Intercom Custom Object definition, and map all instance records after the target schema is live.

Sprinklr file attachments on cases re-upload to Intercom conversation attachments. Sprinklr's Data Connector can export files to S3; we retrieve them and attach them to the corresponding Intercom conversation message using the Intercom Attachments API. Intercom supports standard file types but blocks .exe, .sys, .scr, and other potentially malicious formats.

Sprinklr CSAT surveys generate per-case satisfaction scores and optional free-text responses. Intercom Conversation Ratings capture a thumbs up/down or 1–5 star rating per conversation. We map Sprinklr numeric CSAT scores to Intercom's 1–5 star scale and store Sprinklr's free-text CSAT response as a custom conversation attribute.

Sprinklr message records including body text, author type, timestamp, channel origin, and attachment metadata transfer to Intercom as Conversation Parts within the target conversation thread. Author type distinctions between agent and user map directly to Intercom's part_author_type field. All original message timestamps are preserved as Intercom created_at timestamps on each respective conversation part, ensuring the chronological sequence of customer interactions remains intact after migration.