Migrate from trueAct to Intercom

trueAct Cases migrate to either Intercom Conversations (best for email and chat threads where context matters) or Tickets (best for structured trackable requests without live customer-facing threads). We help the customer decide during discovery by analyzing the source case data: cases with extensive message threading map to Conversations via the Create Conversation and Reply to Conversation endpoints; cases that are task-like requests (bug reports, feature requests, back-office tasks) map to Tickets via the Create Ticket endpoint. The choice affects API call volume significantly—message-by-message migration inflates API calls by 10-100x per Intercom's own migration documentation.

trueAct Contacts map directly to Intercom Contacts. Each Contact must have at minimum an email address or a user_id from the source system. We resolve multi-address records to the primary address and preserve custom field values against Intercom's custom contact attribute schema. Contacts must be created before any Conversation or Ticket migration because Intercom requires every conversation to be associated with an existing contact.

trueAct Organizations map to Intercom Companies. The parent-child hierarchy between Organizations is preserved as a Company group relationship in Intercom where supported. We use the Organization domain as the Company website field and as the dedupe key during import. Organization ID mapping is maintained through the migration so that cross-references in Cases are resolved correctly.

trueAct Agents map to Intercom Admins. We resolve by email match and preserve role and team assignment as Intercom team memberships. Agent permissions that do not translate directly to Intercom's three-tier admin model (Admin, Agent, Team Manager) are flagged in the reconciliation report for the customer's admin to set manually post-migration.

trueAct Teams map directly to Intercom Teams. Agent-to-team memberships transfer as Intercom team assignment records. We recreate the team inbox structure in Intercom so that migrated Cases are routed to the correct team queue based on the original trueAct team assignment.

trueAct user-defined custom fields on Cases and Contacts map to Intercom custom attributes. We flag any custom fields that exceed Intercom's supported attribute type limits (for example, very long text fields or restricted picklist values) during scoping and either split them into multiple attributes or archive the overflow as note attachments. Custom attribute creation happens before data migration begins.

File attachments on trueAct Cases and Contacts migrate to Intercom attachments associated with the parent Conversation or Ticket. Inline images and linked documents are handled separately, with inline images embedded in message content and linked documents uploaded as file attachments. We preserve the association back to the parent record and flag any file types that Intercom does not support for preview in the Messenger.

trueAct NPS survey responses include the score, open-ended comment, timestamp, and originating contact. Intercom has no native NPS object. We consolidate multiple survey events per contact into the most recent NPS score stored as a custom contact attribute, and archive the full response history (including all comments and timestamps) in a linked Notes attribute or as an attached text file per Intercom's custom attribute documentation.

trueAct multi-channel case aggregation from email, chat, phone, and web forms includes source channel metadata on each case. We preserve the source channel as conversation metadata in Intercom and maintain thread continuity for email and chat channels. Phone channel events without a corresponding message thread are imported as Conversation notes with a phone source tag.

trueAct workflow rules, routing logic, escalation triggers, and SLA timers are stored as configuration with no standalone export format. We do not migrate workflows as code. We deliver a written audit questionnaire during scoping that captures every active routing rule, condition, and action, and the customer rebuilds these in Intercom's workflow builder post-migration. This is documented explicitly in the handoff package, not executed as part of the data migration scope.