Migrate from Tidio to Gorgias

Tidio Contacts (name, email, phone, location, custom contact properties) map to Gorgias Customers. The email address is the primary dedupe key. Tidio custom contact properties that exist on the contact profile attach to the Gorgias Customer as custom fields. Tags from Tidio Contacts carry forward as Tags on the corresponding Gorgias Customer record. If Tidio used the Shopify integration to create contact records, the Shopify customer ID is preserved as a custom field so Gorgias can re-link the same Shopify customer on connection.

Tidio conversation threads map to Gorgias Tickets. The channel origin (email, chat, WhatsApp, Messenger, Instagram) maps to the Gorgias channel field. The full message history transfers as a chronological thread with each message preserving its timestamp, author (agent or customer), and content. The assigned Tidio agent resolves to the Gorgias agent by email match. Pre-chat and offline messages transfer with the same structure. The conversation subject or first message becomes the Ticket subject.

Tags are flat string labels in Tidio applied to contacts. They migrate as Gorgias Tags attached to the corresponding Ticket. Tidio tag names with spaces or special characters are normalized to Gorgias-compatible tag slugs. Tags used for routing, priority, or category classification carry forward with the same label so agents can filter Gorgias Views using familiar tag names.

Tidio channel configurations (email mailboxes, WhatsApp number, Messenger page, Instagram account) include platform-specific tokens and webhook URLs. We export the channel list and connection metadata as a structured manifest. Re-establishing channels at Gorgias requires re-authorizing each platform's OAuth connection within Gorgias settings because OAuth tokens cannot be transferred between platforms. The channel manifest lists which channels were active, their type, and their configuration date so nothing is forgotten at the destination.

Tidio agent records (name, email) map to Gorgias agents. On Growth and Plus tiers, Tidio role and department assignments are available and migrate as Gorgias team assignments. Starter-plan Tidio accounts have no role-based access control; every user is an admin, so we flag this during scoping and advise a permissions redesign for teams moving to Gorgias where full RBAC is standard. We match agents by email; unmatched agents go to a provisioning queue.

Tidio Flows are built in a visual drag-and-drop builder with no public API endpoint to read Flow logic. We cannot automate the transfer of Flows to Gorgias Automate Rules. During scoping, we enumerate all active Flows by name, trigger type (widget, offline, Facebook Messenger, Instagram), and step count, and produce a structured JSON manifest. This manifest lists the Flow name, trigger conditions, block sequence, and message content so your team can replicate the logic manually in Gorgias Automate Rules or a third-party chatbot tool. This is the most common source of migration surprises for Tidio customers.

Lyro's question-and-answer pairs, imported Help Center articles, Shopify product data, and web page crawls live inside Tidio's proprietary AI infrastructure with no export mechanism. We document which data sources were connected, their last sync dates, and the content types they contained so your team can re-authorize and re-sync equivalent sources in Gorgias Knowledge Base. The Lyro AI conversation logs are also not accessible via API; we flag the existence of these records in the scope and note what analytics you will leave behind. This is manual reconstruction work at the destination.

Tidio macros are pre-written response templates with variable placeholders for order numbers, customer names, and tracking data. They cannot be exported as reusable templates via Tidio's API. We list all macro names, their variable placeholders, and full content as a structured document so your team can recreate them in Gorgias as Templates. The Shopify variable resolution logic (pulling order status into a response) should be replicated using Gorgias' own variable system once the Shopify store is re-connected.

Standard Tidio contact properties (name, email, phone, location) map directly to Gorgias Customer standard fields. Custom contact properties use Tidio-specific field names and types that may need renaming in Gorgias. We flag each custom property by name, type (text, number, dropdown), and whether it was actively used on any contacts. Dropdown-type custom properties require recreating the value list at Gorgias before importing records that reference those values.

Tidio operating hours are configured per-channel and control when automated replies fire. We export the configured hours as structured data (day of week, open time, close time, timezone, channel assignment). At Gorgias, these are re-entered under Settings > Operating Hours and then assigned to individual channels. The export manifest ensures no schedule is forgotten during the reconfiguration.

Departments in Tidio are only available on the Plus plan ($749 per month) and control agent-to-department routing. On Growth and Starter tiers, this object does not exist. If department routing was in use, we export the department list, the agents assigned to each department, and the routing rules as structured data. At Gorgias, these map to Teams with corresponding agent assignments and routing rules configured under Settings > Teams.

Tidio Visitor records include location, viewed pages, and session duration. Full visitor history is only retained while a visitor is active. Historical visitor aggregates are captured from conversation context (which pages were viewed before a conversation started). We do not migrate raw Visitor session logs; we attach the page-view context from the conversation record to the corresponding Customer in Gorgias if it was captured in the conversation metadata.