Migrate from Thena to Intercom

Thena Requests map to Intercom Tickets. The Thena Request fields—Subject, Description, Source, Status, assignee, reply count, Sentiment, and Urgency—map to Intercom Ticket title, description, source channel, status, assignee, and custom attributes. AI-generated Sentiment and Urgency from Thena transfer as Intercom custom ticket attributes. We flag records with null AI fields during extraction and document coverage gaps in the migration summary. Closing status transfer requires resolving Thena's mandatory-field-on-close constraint: we audit each closed Request against its field schema and only write Intercom resolved status after confirming all Thena-required fields were populated on the source record.

Thena Conversations are nested under Requests via GET /rest/v2/requests/{id}/conversations. We reconstruct the full message thread in Intercom by replaying each Thena Conversation as an Intercom conversation part linked to the parent Ticket. Timestamps, internal versus customer-facing flags, and attachment references preserve. The Intercom Messenger visibility rule applies: we simulate an inbound customer message to establish conversation context before posting outbound replies, ensuring the thread renders correctly in the Intercom Inbox.

Thena Accounts at GET /rest/v2/accounts map directly to Intercom Companies. The Thena account domain becomes the Company website field and acts as the dedupe key during import. We create Companies before any Contacts are imported so that the company_id lookup relationship is satisfied at Contact insert time.

Thena Users at GET /rest/v2/users map to Intercom Contacts. We map Thena user type (agent versus end-user) to Intercom Contact role using a custom attribute. Active and inactive status from Thena transfers to Intercom contact suppression state. Intercom requires contacts to exist before any ticket referencing them is created, so we run the User extraction and import first.

Thena custom fields at GET /rest/v2/custom-fields map to Intercom custom attributes on Contacts, Companies, and Tickets. We retrieve the full custom field schema before migration and pre-create the corresponding Intercom custom attributes (dropdown, boolean, text, number) in the Intercom workspace via Settings > Data > Custom Attributes. Dropdown values from Thena migrate as option labels in Intercom; we validate that all Thena dropdown values fit within Intercom's option limit per attribute.

Thena sub-statuses are workspace-configured tree structures under Open, In progress, On hold, and Closed. We extract the full sub-status tree during scoping and map each to an Intercom Ticket Status label. Since Intercom uses a flat state model rather than hierarchical sub-statuses, we collapse the tree into the closest Intercom status label and preserve the original Thena sub-status value in a custom ticket attribute for audit and reporting.

Thena Workflows built from Triggers, Conditions, and Actions (status change, assignee change, custom field change, Slack notification) do not migrate as automation code to Intercom because the trigger-event model differs. We export the workflow configuration as a structured written summary: trigger type, conditions, actions, and recommended Intercom workflow equivalent. The customer's Intercom admin rebuilds each workflow in Intercom's workflow builder post-migration.

Thena Forms support create, batch update, get, and search via the v2 API. Form field schemas and definitions migrate as documentation. Form submission data maps into Intercom ticket or contact records based on the form's target object. We do not migrate the Form as a live widget; the customer's admin configures an equivalent Intercom email or chat form post-migration.

Thena Request assignee references map to Intercom Admin (agent) or Teammate records. We resolve Thena assignee by email match against the Intercom workspace user list. Assignees without a matching Intercom user enter a reconciliation queue for the customer to provision before record import resumes. Resolution order is critical: Admins must exist in Intercom before tickets referencing them are created.

Thena's reply count, sentiment score, urgency score, and AI tagging metadata transfer as Intercom Ticket custom attributes. These fields are populated by Thena's inference pipeline and may not be set on all historical tickets; we flag records with null AI fields during extraction and include a coverage count in the migration summary report.