Migrate from Thread to Intercom

Thread Review records have no native Intercom equivalent. We create Intercom Tickets for each Review and preserve review source platform (Google, Trustpilot, G2, Capterra), star rating, and review body as custom attributes on the Ticket. The review_response field from Thread maps to an Intercom admin Note attached to the Ticket so the response text is visible in the conversation timeline. We create a custom attribute rt_source__c for the review platform and rt_rating__c for the star rating. Review attribution linkage is enforced: the review response import is queued to run only after the parent review record is confirmed written to Intercom.

Thread Conversations map to Intercom Conversations by default. If the customer prefers a ticket-first workflow in Intercom, we map to Ticket instead and configure the channel accordingly. Each message in the Thread conversation chain becomes an Intercom conversation part with the original timestamp preserved. Author attribution (agent vs customer) maps from Thread's user role metadata to Intercom's admin vs user participant roles. Channel metadata (origin channel: email, chat, review) becomes an Intercom conversation tag.

Thread Ticket records with PSA-linked fields (when the ConnectWise integration is active) map to Intercom Ticket with status, priority, assignee, and the PSA reference number preserved in a custom attribute psa_reference__c. Thread ticket status values map to Intercom Ticket status values during the transform phase. Assignee resolution is deferred until after the User mapping step so that OwnerId references are satisfied.

Thread Users (agents and admins) map to Intercom Admins and Team Members based on role metadata. We extract display name, email, and role assignment and create Intercom admin records during migration. Any Thread User without a matching Intercom Admin email goes to a reconciliation queue for the customer's admin to provision before record import resumes. Active vs inactive status is preserved.

Thread Teams map directly to Intercom Teams. We create the team structure in Intercom before any Conversation or Ticket import so that the team assignment on records resolves at the time of insert. If Thread teams are mapped to Intercom Inboxes, we configure the Inbox-Team relationship during the setup phase.

Thread Response Templates map to Intercom Saved Replies. Template shortcut codes and content transfer directly. If the Thread template references variables (such as {{customer_name}} or {{ticket_id}}), we document the variable mapping for the customer's admin to update in Intercom's Saved Replies editor post-migration since variable syntax differs between platforms.

Thread Tags applied to Tickets and Reviews map to Intercom Tags. We export the complete tag vocabulary and apply tags to the migrated Conversation and Ticket records. Tags that exceed Intercom's character limits are truncated and flagged for the customer's admin to rename. Review-source tags (e.g., trustpilot, google-review) are created explicitly as part of the Review-to-Ticket mapping.

File attachments within Thread conversations are stored on Thread's CDN. We download all attachments, rename them with conversation identifiers, and re-upload them to Intercom's file storage before attaching them to the corresponding Intercom Conversation Part records. The original file name and MIME type are preserved in Intercom's attachment metadata.

Thread custom properties on Tickets and Conversations vary by account configuration. We export the complete custom property schema alongside the data, then create equivalent custom attributes in Intercom before the migration phase begins. Custom attribute types (string, number, date, boolean, list) are mapped to Intercom's attribute type system. Any Thread custom property that has no direct Intercom equivalent is flagged for the customer to review during scoping.

Thread Integrations with HubSpot CRM, Mailchimp, and Google Sheets expose connection metadata, API credentials, and sync state. We export integration configurations as reference data and flag which ones require reconfiguration in Intercom or replacement with an Intercom-native equivalent. For example, Thread's ConnectWise PSA integration has no direct Intercom equivalent and is flagged as a configuration that requires manual rebuild in Intercom's integrations directory.