Migrate from Stonly to Intercom

Stonly Guides map to Intercom Help Center Articles. We export guide title, step text (including rich text formatting), media attachments (images, PDFs), custom CSS, and in-guide variable configurations. Branching decision-tree logic is documented as a separate step-by-step tree diagram in our export manifest so the content team can re-author the decision logic as separate articles or as an Intercom Product Tour. Guide publication status (published, draft, archived) maps to Article state in Intercom.

Stonly Knowledge Bases map to Intercom Help Center Collections. We export the full KB hierarchy including category names, descriptions, slug structure, ordering, and the mapping of which guides belong to which categories. Collection parent-child relationships and sorting order are preserved in Intercom's Collection structure.

Stonly Knowledge Base categories map to Intercom Help Center Sections. We export category names, descriptions, and ordering, and preserve the guide-to-category assignment so articles land in the correct section when imported. Multilingual category names are preserved per language version.

The Stonly Widget is a site-side JavaScript snippet that Stonly does not expose as a portable configuration file. We cannot migrate it programmatically. We document the domain list and widget placement locations (header, specific pages, support buttons) from the Stonly widget configuration export, and the destination team installs the Intercom Messenger widget from their workspace settings. The Stonly widget snippet must be removed from the site at cutover.

Stonly Triggers (URL-based, event-based, and user property-based targeting rules) have no direct equivalent in Intercom's Help Center model. We export trigger rules as structured data including targeting criteria, guide assignments, and trigger conditions. Intercom's Rules engine can replicate some URL-based and event-based routing, but not the full Stonly trigger logic. We deliver a written inventory of every active Trigger with its conditions and recommended Intercom Rule or Workflow equivalent for the customer's admin to rebuild.

Stonly custom user properties (subscription level, account type, plan tier, etc.) map to Intercom Contact custom attributes. We export the complete property schema including property names, data types, and any value mappings. Custom attributes must be pre-created in Intercom before migration; we provide the attribute creation manifest with names and types so the admin can provision them in Settings > Data > Contact Attributes.

Stonly User Events (tracked actions like 'purchased_product' or 'created_ticket') map to Intercom Contact Events. We export event names, event schemas, and any event-based guide routing rules. Intercom's event tracking uses a different API format (Intercom events API vs Stonly's widget-based event tracking), so the event schema names migrate but the event instrumentation code must be updated on the site or app to fire against the Intercom SDK.

Stonly AI Answers configurations (knowledge base scope, query routing rules, fallback behavior) have no direct Intercom equivalent because Fin AI is configured differently. We export the AI Answer settings as structured data and deliver a written reference document so the customer's Intercom admin can configure Fin to answer from the migrated Help Center content. Fin AI training is a manual step in Intercom's platform and is outside automated migration scope.

Stonly provides full-path analytics including guide completion rates, step-level drop-offs, and usage trends. We export analytics snapshots as CSV at the time of migration. Historical Stonly analytics cannot be programmatically re-imported into Intercom because Intercom's analytics are conversation and article-based, not guide-based. The CSV export is delivered as a downloadable file for the customer to store or import into a BI tool separately.

Stonly team members include names, email addresses, and roles (Admin, Editor, Viewer). We export the team roster as CSV with role mappings: Stonly Admin and Editor map to Intercom Admin, Stonly Viewer maps to Intercom Agent. Team members must be manually invited to the Intercom Workspace post-migration; we provide the roster CSV with the correct role designations for the admin to use during the invite process.