Migrate from Thulium to Gorgias

Thulium Cases map directly to Gorgias Tickets as the primary support record. Each Case carries a status (open, pending, resolved, closed), priority, and assignee. We extract the conversation history embedded within the Case (email, chat, and voice sub-objects), flatten it into a linear chronological message thread on the Gorgias Ticket, and preserve the original timestamp on each message. Case channel type maps to the Gorgias channel field (email, chat, phone). If Thulium uses custom status labels, we apply a status mapping table during the transform phase.

Thulium CRM Contacts (name, email, phone, and custom field values) map to Gorgias Customer records. The Thulium contact email serves as the dedupe key during import. Thulium CRM custom field values attached to a Contact migrate to the corresponding Gorgias Customer custom field; where the field type differs (e.g., Thulium list or yes/no to a Gorgias text field), we apply a value-mapping table at transform time to preserve the data as readable text rather than a raw value code.

Thulium Companies (organizational name, address, and Company-level custom fields) map to the organization attribute on the Gorgias Customer record. We link each Thulium Contact to its parent Company via a lookup resolution step before inserting the Customer record in Gorgias. If Gorgias is on a plan without organization fields, we map Company data to a Customer-level custom text field to preserve the account context.

Individual email, chat, and voice interactions stored as sub-objects within a Thulium Case are flattened into a chronological message thread within the corresponding Gorgias Ticket. Each message carries the sender (agent or customer), channel, timestamp, and message body. Internal notes from Thulium map to private internal messages in Gorgias. We preserve the original message timestamp and author so the full conversation chronology is intact in Gorgias.

Thulium Agents (user accounts assigned to Cases and Companies) map to Gorgias User records. We resolve each Agent by email match against the Gorgias destination. Any Thulium Agent not yet provisioned in Gorgias is held in a reconciliation queue while the customer's admin creates the corresponding User account. Agent role assignments (admin, supervisor, agent) map to Gorgias permission groups where applicable.

Thulium CRM custom fields on Contacts and Companies require type-aware mapping before import into Gorgias. Thulium field types map as follows: text and large text map to Gorgias text fields; numeric maps to Gorgias number fields; date maps to Gorgias date fields; email maps to Gorgias text with email validation applied; link maps to Gorgias URL fields; list maps to Gorgias text (list values serialized as comma-separated text); yes/no maps to Gorgias text with a true/false value. We build a per-field mapping table during scoping and apply it at transform time to preserve data fidelity.

Thulium Tags applied to Cases for categorization map directly to Gorgias Tags. We apply a value-mapping table for any naming differences between Thulium tag names and the target tag names in Gorgias. Tags with identical names in both platforms match automatically. Tags with different names require explicit mapping during the transform phase.

Files attached to Thulium Cases or Contacts are exported with original filenames preserved and re-uploaded to Gorgias via the REST API after the primary record import. Gorgias does not attach files via CSV import; the REST API is the only reliable path for attachment migration. We batch attachments by parent record, re-upload each file, and link it to the corresponding Ticket or Customer record. Inline images embedded in conversation messages are handled as separate attachment records.

Thulium workflows and automation rules do not migrate to Gorgias as code. Thulium's workflow model uses different trigger conditions, actions, and branching logic than Gorgias Rules and Macros. We deliver a written inventory of every active Thulium workflow and automation with its trigger conditions, actions, and recommended Gorgias Rules or Macros equivalent. The customer's admin rebuilds these in Gorgias post-migration.

Thulium canned responses and templates map to Gorgias Macros, which include predefined responses and actions. Simple macros with static text and standard actions migrate via mapping. Macros with conditional logic, placeholders referencing Thulium CRM fields, or integrations to external tools require manual review and adjustment in Gorgias after migration.

Thulium reporting configurations, custom dashboards, and analytics views do not migrate to Gorgias as they are platform-specific reporting definitions. We deliver a written report inventory listing each Thulium report with its filters, metrics, and visual configuration as a reference for the customer's admin to recreate in Gorgias Analytics or via a third-party BI tool connected to Gorgias data.

Thulium voice call recordings embedded in Cases are exported as audio files and re-uploaded as attachments to the corresponding Gorgias Ticket record. Call metadata (duration, disposition, agent) is preserved in the ticket message thread as a structured note. If Thulium stores call recordings in a separate system, we flag this during scoping and coordinate with the customer on retrieval before the migration window.