Migrate from Sunrise HR Case Management to Intercom

Each Sunrise HR Case maps to an Intercom Conversation. The case ID, status, priority, category, created date, updated date, assignee (agent), and linked employee all transfer as the opening Conversation Part — a structured Note rather than a free-text message so that the case fields remain parsable after migration. The Sunrise case audit trail (status-change events, SLA breach events, assignment changes) becomes a sequence of internal Note Parts appended in chronological order to preserve the full compliance history. Intercom's conversation state (open, closed, snoozed) maps from Sunrise case status with a custom conversation attribute case_status__c carrying the original Sunrise value.

Multiple Sunrise HR Queries linked to a single parent Case merge into the corresponding Intercom Conversation as message Parts. Each Query contributes a message Part with the query text, submitter, and timestamp. If a Query was resolved independently without a parent Case, we create a standalone Conversation for it and tag it with a query_type custom attribute. The merge handles cases where employees submitted several queries that Sunrise tracked separately but that Intercom would represent as a single threaded conversation.

Structured HR Requests (absence approvals, equipment requests, onboarding tasks) map to Intercom Conversations with a request_type custom attribute carrying the original Sunrise request category. Approval chain information and current stage from Sunrise migrate as internal Note Parts. If the destination Intercom workspace uses Tickets (Service Desk), we evaluate whether to use Conversations or Tickets based on the customer's intended use of the approval workflow post-migration.

Employees referenced from the integrated HRIS (Infor HCM or connected HRIS) map to Intercom Contacts. We preserve the employee identifier, name, email, department, and job title as Contact attributes. If the HRIS integration was a custom or non-Infor connection, we assess the data mapping during discovery and may require a pre-migration employee-data reconciliation step. External employee IDs from Infor HCM map to a custom Contact attribute hr_external_id__c for future HRIS re-integration. Orphaned employees (no email) are held in a reconciliation queue.

Sunrise Agents map to Intercom Team Members. We match by email address. Agent name, role, and team assignment from Sunrise map to the Team Member's name, role tag, and Inbox assignment. Team structures may differ between Sunrise and Intercom, so we document the current team hierarchy and flag any unresolvable role differences during scoping for the customer's HR admin to map manually in Intercom before cutover.

SLA definitions in Sunrise are tied to case categories and stored in the Infor OS configuration layer — not as exportable records. We export SLA names, target resolution times, and breach actions as a configuration document during discovery. In Intercom, SLA metrics are available on Pro and Premium tiers through the native SLA feature, but Sunrise-specific category-to-SLA mappings require manual reconfiguration. We document the SLA matrix and recommend the customer involve their Sunrise administrator to reproduce SLA rules in Intercom, referencing the Intercom SLA metrics documentation for the target tier.

Escalation rules in Sunrise are stored as Infor workflow engine configuration, not as database records. They do not export as data. We document every visible escalation rule during discovery — trigger condition, action (alert, reassign, notify), and target — and deliver a written inventory with recommended Intercom Rules equivalents. The customer or an Intercom partner rebuilds these post-migration. Migrations that skip this step end up with cases that no longer escalate automatically, creating SLA risk on day one.

Historical SLA breach events stored as audit entries on Sunrise Cases migrate as custom attributes on the corresponding Intercom Conversation: sla_breached_at__c (timestamp), sla_breach_name__c (SLA name), and sla_breach_reason__c. These fields are set to read-only in Intercom's attribute configuration so they cannot be accidentally recalculated. Preserving breach records is important for HR teams that report SLA compliance to management or regulators.

Documents attached to Sunrise cases (policies, evidence, correspondence) are extracted as binary blobs. We re-attach them to the corresponding migrated Intercom Conversation as file Parts, preserving original filenames and upload timestamps. If attachments were stored in a linked SharePoint or external document management system rather than within Sunrise itself, we document the external links and recommend the customer verify document accessibility post-migration before closing the Sunrise instance.

Sunrise case categories and tags export as flat label lists. We map them to Intercom Conversation Labels, merging where duplicate categories exist. Labels appear in the Intercom sidebar and are available for filtering and reporting. If the customer's Sunrise categories include hierarchical groupings, we flatten them into label names and document the original hierarchy in a reference sheet for the admin to optionally recreate as separate Labels in Intercom.

Power BI dashboards built on Infor OS reporting are not portable. We provide a structured data extract of the underlying metrics (case counts by category, average resolution time, SLA breach rate, agent workload) as CSV files so the customer can rebuild reports in Intercom's native reporting or in a BI tool of their choice. We do not rebuild the dashboards as part of migration scope.