Migrate from Tidio to Intercom

Tidio Contacts (name, email, phone, location, and all custom contact properties) map directly to Intercom Contacts. We extract standard fields and custom properties, then create corresponding Intercom data attributes under Settings > Contact data. Tags attached to Tidio contacts migrate as Intercom contact labels. Email addresses serve as the dedupe key—if a contact with the same email already exists in Intercom, we skip the insert and flag the duplicate for the customer's admin to resolve.

Tidio conversation threads become Intercom conversation records with individual messages as Parts. Channel origin (email, chat, WhatsApp, Messenger, Instagram) maps to the Intercom Part source attribute. Agent assignment migrates by resolving the Tidio agent email to an Intercom admin or agent user. Pre-chat and offline messages are preserved as separate Parts with the same thread identifier. Historical timestamps are preserved on each Part so the original conversation ordering is intact.

Tidio tags are flat string labels applied to contacts. We export the complete tag list and create corresponding Intercom contact labels. Label creation is part of the migration payload and does not require manual entry. If a contact in Tidio has multiple tags, each tag becomes a separate label on the Intercom contact.

Tidio channel configuration (email addresses, WhatsApp number, Messenger page, Instagram account) includes platform-specific tokens and webhook URLs. We document which channels were active in Tidio and map them to the equivalent Intercom inbox or channel connection. Each Tidio email-address-based channel maps to a corresponding Intercom team inbox. Social channels (WhatsApp, Messenger, Instagram) require re-authorization at Intercom and are documented in the channel manifest so the admin knows which connections to re-establish.

Tidio Flows cannot be exported via API—no public endpoint exposes Flow logic or trigger conditions. We enumerate all active Flows by name, trigger type (visitor action, keyword, time on page), and block count, and produce a structured JSON manifest so the customer's Intercom admin or partner can rebuild them in Intercom's Workflow builder. Flows are the most common source of migration surprises for Tidio customers; we surface this gap in the scoping call before any data moves.

Lyro AI knowledge bases (Q&A pairs, imported Help Center articles, Shopify product feeds, web page crawls) live in Tidio's proprietary infrastructure with no export API. We document which data sources were connected to Lyro and their last sync dates so the admin knows what content to re-upload and retrain in Intercom's Fin AI Agent knowledge base. This is manual work outside the migration scope.

Lyro conversation logs (AI-to-customer interaction records) are not accessible via Tidio API and cannot be migrated. We flag the existence of these records in the scope and document the date range so the admin understands what AI conversation analytics will not be available post-migration. Tidio conversation analytics do not include Lyro-specific data.

Standard Tidio contact properties (name, email, phone, location) map to Intercom's built-in contact attributes. Custom contact properties use Tidio-specific field names and types that require creation of corresponding Intercom data attributes before migration. We flag any Tidio property that uses a type (date, number, URL, checkbox) that Intercom stores as string and document the type decision during scoping.

Tidio agent records (name, email, role) map to Intercom admin or agent users. On Tidio Starter plans, every user is an admin by default with no role-based access control. We detect which Tidio plan was in use and flag any permission gaps when mapping to Intercom, which has a more granular admin, agent, and viewer role model on Advanced and Expert.

Tidio departments (available on Plus tier only) map to Intercom Teams. Agent-to-department assignments and routing rules export as structured data. Tidio Starter and Growth accounts that did not use departments will have no corresponding structure in Intercom and will route all conversations to the default team inbox unless routing rules are configured post-migration.

Tidio macros are pre-written response templates with variable placeholders. There is no export mechanism for macros as reusable templates. We list all macro names and full content as a structured document so the admin can create equivalent Saved Content in Intercom manually. Variable placeholders in Tidio (e.g., {{customer_name}}) will need to be recreated using Intercom's variable syntax.

Tidio operating hours are configured per-channel and control when automated replies fire. We export the configured hours as structured data (day of week, start time, end time, timezone per channel) so they can be re-entered in Intercom under Settings > Working hours. If no operating hours were configured in Tidio, Intercom will assume 24/7 availability by default.