Migrate from Trengo to Gorgias

Trengo Conversations map directly to Gorgias Tickets. Each Conversation's metadata (status, priority, assignee, channel, created_at, updated_at, first_message_timestamp) transfers to the corresponding Gorgias Ticket fields. Internal notes on Trengo Conversations become Gorgias internal notes attached to the Ticket. The 7-day rolling window is a billing context in Trengo and has no equivalent field in Gorgias; we capture the window count during scoping but do not write it as a ticket attribute.

Trengo Messages nested inside a Conversation (inbound, outbound, internal notes) map to Gorgias Ticket Messages. Each Message carries its sender attribution (agent name, customer name), timestamp, channel source (email, WhatsApp, Instagram, Facebook, live chat, voice, SMS), and attachment references. We preserve message ordering by created_at timestamp to maintain the conversation timeline at the destination. Large threads with hundreds of messages require cursor-based pagination on the Trengo API side.

Trengo Contacts with standard fields (name, email, phone, channel identifiers) map to Gorgias Customers. Custom contact properties from Trengo (defined per-account) are mapped to Gorgias Customer attributes, with type conversion applied for date, boolean, and multi-select fields. Trengo contact tags (applied as flat label arrays) migrate to Gorgias Customer tags. The customer's Shopify customer ID from Trengo's eCommerce context maps to Gorgias's external_id field for order linking.

Trengo Channels (WhatsApp, email, Instagram, Facebook, live chat, voice, SMS) map to Gorgias Channel configurations. Channel credentials (API keys, phone numbers, page IDs) are exported as structured configuration data and must be reconnected by the customer's admin in Gorgias Settings after migration. WhatsApp Business API phone number migration is governed by Meta's portability rules; ClonePartner and Gorgias's own migration wizard support phone number transfer to retain WhatsApp quality rating and message templates.

Trengo Teams and their member assignments export cleanly. Routing rules (which team handles which channel or inbox) export as structured configuration data alongside the user roster. We map each Trengo team to a Gorgias Team and preserve the team inbox structure. Agent-level permissions and conversation ownership transfer as Gorgias agent role assignments.

Trengo User profiles (name, email, role, active/inactive status) map to Gorgias Agents. We resolve by email match against the Gorgias destination. Any Trengo User without a matching Gorgias agent account goes to a reconciliation queue for the customer to provision before record import resumes. Agent permissions (admin, agent, supervisor) map to Gorgias role assignments.

Trengo Knowledge Base articles with body content, categories, publication status, and linked widget associations map to Gorgias Help Center articles. Article-category hierarchy migrates as Gorgias category and subcategory structure. Publication status (published, draft, archived) is preserved. Articles linked to specific inbox widgets in Trengo require manual re-association in Gorgias Help Center settings post-migration.

Trengo workflow triggers and actions export as structured JSON where the API exposes them. Complex multi-step automations may require manual documentation from the customer's admin. We do not rebuild Trengo workflows as Gorgias Rules during migration. We deliver a written inventory of every active Trengo workflow with its trigger, conditions, actions, and recommended Gorgias Rule equivalent, so the customer's admin can recreate them post-migration. This is a standard deliverable, not a technical migration.

Trengo tags applied to Conversations or Contacts export as flat label arrays. We apply a naming map to avoid tag name collisions at the Gorgias destination (for example, a tag named 'urgent' in Trengo that conflicts with Gorgias's built-in priority tagging). Tag naming strategy is confirmed during scoping with the customer.

Aggregated reporting data from Trengo (CSAT scores, response times, channel volumes, agent performance) is exportable as CSV. Historical report snapshots carry forward as static data. SLA thresholds and performance benchmarks do not migrate as live configurations; they must be re-entered in Gorgias Reporting settings. We deliver a written report inventory document listing every Trengo report with its metrics and recommended Gorgias equivalent.

Trengo custom contact fields (defined per-account, supporting text, number, date, boolean, multi-select types) map to Gorgias Customer attributes. We pre-create the destination attributes in Gorgias during the schema design phase before importing any contact records. Type mismatches (for example, Trengo multi-select rendered as comma-separated text) are resolved during the transform phase.

File attachments on Trengo Messages (images, PDFs, documents) migrate to Gorgias Ticket attachments via direct file reference transfer. We preserve attachment filenames and content types. Very large attachments (exceeding Gorgias's 25 MB per-file limit) require the customer to use an external file hosting link in the ticket note.