Migrate from Stames to Gorgias

Stames Tickets map directly to Gorgias Tickets. We preserve ticket subject, status, priority, assignment (via user lookup resolution), created_at and updated_at timestamps, and external_id set to the original Stames ticket ID for cross-reference. Ticket channel attribution (Facebook, Instagram, WhatsApp, Email, API, Contact Form) migrates as a source field on the linked message record.

Stames Customer profiles map to Gorgias Customer records. We preserve name, email, phone, and any metadata fields. Customer external_id maps to the Stames customer ID. Customer-to-Ticket associations are preserved via the ticket's customer_id foreign key resolved at import time. If a Stames Customer email matches an existing Gorgias Customer, we apply the customer's deduplication rule during scoping.

Stames Conversation records (the threaded message chain on a Ticket) map to Gorgias Message records in chronological order. Each Message inherits the channel attribution from Stames (channel stored as a field on Conversation). We preserve message body, sender type (agent or customer), sender identifier, and timestamps to maintain the original conversation timeline in Gorgias. Thread ordering is enforced by created_at sort before insert.

Stames stores channel source (Facebook, Instagram, WhatsApp, Email, API, Contact Form) as a property on the Conversation record. We map this to Gorgias Message's source channel field so that the channel icon appears correctly on each message in the Gorgias inbox. Channel assignments require manual verification post-migration since Stames channel configuration does not export via API.

Stames User and Agent accounts map to Gorgias User records. We match by email address. Role and permission sets migrate as Gorgias role assignments (admin, agent, observer) with role IDs retrieved from GET /api/roles before user creation. Gorgias does not expose user lifecycle webhooks; we poll GET /api/users on a schedule post-migration to detect agent changes rather than relying on event-based provisioning. Deleting a user in Gorgias is irreversible; we recommend setting active=false via PUT for deactivations.

Stames Tags applied to Tickets map to Gorgias Labels. We extract tag names, normalize formatting (lowercase, hyphenated), and create corresponding Label records in Gorgias before ticket import. Tag-to-ticket associations are inserted as label assignments after tickets are committed. Label naming collisions are resolved with a scoping-prefix convention if the customer has overlapping tag names.

File attachments on Stames Tickets and Conversations are downloaded to local storage, re-uploaded to Gorgias via the attachment API, and linked to the corresponding ticket and message records. Media URLs from Stames are replaced with Gorgias attachment URLs after upload. Attachment metadata (filename, MIME type, size, upload timestamp) is preserved as Gorgias attachment properties. Attachments requiring authentication for access must be re-hosted by the customer before migration.

Stames Reminder and Notification settings attached to Tickets are exported as custom fields on the Ticket record for post-migration review. We create a Reminder_Date__c custom field in Gorgias with external_id set to the Stames ticket reminder field reference. SLA metadata similarly migrates as SLA_Deadline__c custom fields. SMS and Email notification triggers cannot be migrated and must be recreated as Gorgias Rules post-migration; we document each trigger in the automation inventory deliverable.

Stames self-service customer portal configurations, including custom forms, portal access controls, and portal-facing content, are not part of the Stames API-accessible data model. We do not migrate portal configurations. Customers must manually configure a Gorgias Help Center post-migration. This limitation must be communicated during discovery to avoid expectations of full portal parity. We provide a portal configuration checklist aligned to the customer's existing Stames portal structure.

Channel integrations (Facebook page, Instagram business account, WhatsApp Business API, email routing, contact form endpoints) are stored as Stames platform-level settings and do not export via API. Channels must be reconnected manually in Gorgias during the post-migration setup phase. We provide a channel reconnection checklist with the credentials inventory from the customer's Stames account so that no integration is overlooked.

Stames custom fields on Tickets and Customers map to Gorgias CustomField records created via POST /api/custom-fields with external_id set to the Stames field identifier. We support text, number, date, boolean, and select field types. Multi-select or checkbox fields from Stames map to Gorgias multi-select custom fields. Custom field values on existing tickets are inserted after the custom field schema is deployed and validated in the destination account.

Stames automation rules, notification triggers, and SLA enforcement configurations do not migrate to Gorgias because the two platforms have different automation models. Stames triggers are event-based with limited branching; Gorgias Rules support conditions, actions, and time-based routing with macros. We deliver a written inventory of every active Stames automation with its trigger, conditions, and actions, plus a recommended Gorgias Rules equivalent for the customer's admin to rebuild post-migration.