Migrate from TriActive to Intercom

TriActive Tickets map to Intercom Conversations. The ticket subject becomes the Conversation title, description becomes the initial user message, status maps to an Intercom state (open, closed, snoozed), and priority maps to a Conversation priority level or tag. We extract full thread history including internal notes and public replies and reconstruct the conversation timeline using Intercom's part structure. Tickets are the most schema-variable object in TriActive given the lack of public documentation; we validate the actual field names from sample exports before building the transform.

TriActive customer records map to Intercom Contacts by email as the dedupe key. We extract name, email, phone, and any custom fields as Contact attributes. Phone number validation in Intercom should be disabled during migration (Settings > Your Workspace > People Data > Phone) because TriActive records may contain invalid formats. Contacts without email are held in a manual review queue.

TriActive Company records map to Intercom Companies. The company name becomes the Intercom Company name field and domain maps to the website field. We create Companies before Contacts so that the Contact-Company association is satisfied at insert time. Company size, industry, and any custom company fields map to Intercom Company attributes or custom attributes on the Company object.

TriActive Agent records map to Intercom workspace teammates. We match by email as the dedupe key. Role assignments from TriActive map to Intercom Team membership and inbox permissions. Agents without email or with duplicate email are held in a reconciliation queue for the customer's admin to resolve. Inactive TriActive agents map to inactive Intercom seats, which the admin activates post-migration if needed.

TriActive Team structures map to Intercom Teams. Agent-team assignments migrate as membership records linking each agent to their team. Team-level routing rules (which team receives which conversation type) are documented during scoping and provided as a written configuration guide for rebuilding in Intercom > Inbox Settings. Routing rules are not migrated as automation code; they require manual configuration in the Intercom admin interface.

TriActive custom ticket fields map to Intercom custom data attributes. Field type compatibility is required at insert time: text fields map to Intercom text attributes, numeric fields to number attributes, date fields to date attributes, and boolean fields to boolean attributes. Fields with mismatched types are flagged during validation and held for admin review. We identify all custom fields during the discovery phase by inspecting sample TriActive exports and document the full attribute list before the first API insert.

TriActive ticket conversation threads map to Intercom Conversation parts. Each message in the thread becomes a conversation_part record with author, body, type (user message, admin message, note, and activity), and timestamp preserved. We do not recreate individual email notification events from TriActive as separate Intercom parts; only substantive conversation contributions migrate to keep the Intercom inbox clean. Attachments referenced in conversation parts migrate as separate attachment records linked to the conversation.

TriActive file attachments map to Intercom attachments linked to the relevant conversation or message part. We extract attachment filename, MIME type, and storage reference from TriActive exports and upload to Intercom's attachment API. Attachments that cannot be retrieved from TriActive (due to undocumented export endpoints) are flagged in the migration report with the original filename and a recommendation to manually retrieve from TriActive's file storage if the records are still accessible.

TriActive knowledge base articles map to Intercom Help Center articles. Article title, body (HTML or markdown), author, and publication status migrate. Published state in TriActive maps to published in Intercom; draft state maps to draft. We preserve article body formatting by detecting the source format and applying appropriate HTML sanitization on insert. Article URLs from TriActive are documented for external link updates post-migration.

TriActive article categories map to Intercom Collections (top level) and Sections (second level). TriActive's category hierarchy is inferred from sample KB exports; if TriActive uses a flat category structure, we flatten it to Collection > Article in Intercom and document the flattening logic. Article-category assignments migrate as section-article relationships. The customer reviews the resulting Collection-Section hierarchy in the test migration before production cutover.

TriActive ticket owners map to Intercom teammates by email match. Owner assignments on tickets become admin assignments on Intercom conversations. Any TriActive owner without a matching Intercom workspace member is held in the ownership queue and documented for admin resolution before the production migration runs. Owner email matching avoids creating duplicate user records in Intercom.