Migrate from TrueEngage to Gorgias

TrueEngage Widgets (chat, voice, video, Cobrowse deployments on websites, mobile apps, kiosks) have no direct Gorgias equivalent because Gorgias uses channel-level configuration rather than a widget-deployment model. We document the Widget inventory during a joint discovery session — channel type, targeting rules, scheduling, branding, and routing destination — and translate each Widget into a Gorgias channel (chat widget via Gorgias chat integration, email via SMTP, social via channel connects) with a Macro that replicates the routing outcome. Widget targeting rules (geographic, time-based, page-based, visitor-segment conditions) map to Gorgias Rules with conditions. This is a configuration rebuild, not a data migration.

TrueEngage interactions (chat sessions, voice calls, video sessions) are stored in Genesys Cloud as the system of record, not in TrueEngage itself. We extract interaction data from Genesys Cloud's REST API using the architect data actions and conversation records endpoints. Each interaction maps to a Gorgias Ticket: Genesys interaction ID becomes a custom field te_interaction_id__c; channel type (chat/voice/video) becomes a custom field te_channel_type__c; disposition and outcome migrate as Ticket tags. Agent assignments resolve via email match to Gorgias agents.

Cobrowse session outcomes, shared screen metadata, and session duration live in TrueEngage — they are not stored in Genesys Cloud. Gorgias has no native Cobrowse object, so we extract session summaries from TrueEngage during discovery and append them as Ticket Notes with a custom field te_cobrowse_session__c carrying session ID, duration, and outcome. This preserves the Cobrowse context attached to the relevant Ticket rather than losing it during migration.

TrueEngage Feedback Forms (custom questions, branching logic, styling) and submitted responses have no Gorgias equivalent as a stored object. We export the form schema (question text, order, type, required flag) from TrueEngage during discovery and recreate it as a Gorgias Macro or a saved reply template with the same question sequence. Submitted response data maps to Ticket Tags and custom fields on the relevant Ticket. Satisfaction scores from Feedback Forms migrate as a custom field te_csat_score__c on the Ticket.

TrueEngage Callback Requests (scheduled or immediate callback offers from website visitors) are queued into Genesys Cloud as callback appointments. We extract callback request records from Genesys Cloud with requester contact, requested time, status, and queue assignment, and create corresponding Gorgias Tickets with a custom field te_callback_request__c set to true, the requested callback time in te_callback_time__c, and request status in te_callback_status__c.

TrueEngage business hours, holiday calendars, and queue availability rules drive Widget availability and routing. We document the full schedule inventory (timezone, business hours per day, holiday overrides) during discovery and recreate equivalent availability rules in Gorgias. Gorgias availability rules control when chat and email channels accept new tickets; they do not have the same calendar complexity as TrueEngage scheduling, so some multi-timezone and holiday-routing complexity may require a Gorgias Rule or a separate scheduling tool.

TrueEngage Widget routing rules (geographic targeting, time-based routing, page-based triggers, visitor-segment conditions) are configured per Widget in the TrueEngage GUI and have no standalone export. We document the complete routing rule inventory during discovery — rule name, trigger condition, routing destination (queue, agent, message) — and rebuild each as a Gorgias Rule with equivalent conditions. Rules referencing Genesys Cloud queues require the customer to define corresponding Gorgias team assignments before migration.

TrueEngage Visitor records are ephemeral session-scoped browser identities used for proactive engagement triggers; they are not persistent contacts and have no independent value after a session ends. We do not migrate TrueEngage Visitors as records. If a TrueEngage interaction includes visitor email or phone, that contact information maps to a Gorgias Customer record created from the interaction data extracted from Genesys Cloud.

WebRTC voice and video calls routed through TrueEngage Widgets are handled as standard Genesys Cloud calls. We extract call records from Genesys Cloud — call duration, disposition, recording URL, agent — and map them to Gorgias Tickets with a te_channel_type__c = 'voice' custom field and te_call_duration__c in seconds. Call recordings are stored in Genesys Cloud compliance storage; we preserve the recording URL as a custom field te_recording_url__c on the Ticket and note that the customer must provision independent call recording in Gorgias voice channel post-migration.

Cross-channel transfers and escalations (chat to voice to video) during a TrueEngage interaction carry a transfer history log recorded by TrueEngage, while the routing record lives in Genesys Cloud. We extract transfer events from Genesys Cloud conversation records and append them as Ticket Notes with te_transfer_event__c indicating the channel-switch event, source agent, destination agent, and timestamp. This reconstructs the escalation trail within the relevant Gorgias Ticket.

Customer records are not stored in TrueEngage — they live in Genesys Cloud as the system of record. We extract customer data from Genesys Cloud (contact name, email, phone, organization, any custom person attributes) and create corresponding Gorgias Customer records. The Genesys interaction ID links each Ticket to the correct Customer via Gorgias's customer lookup by email. External_id on Gorgias Customer stores the Genesys person ID for cross-system reference.

TrueEngage interaction tags and Labels applied during routing or disposition migrate as Gorgias Tags on the relevant Ticket. We extract the full tag inventory from Genesys Cloud interaction metadata and map them directly. Tags used for routing classification in TrueEngage map to Gorgias Tags that can be used in Rules for ticket assignment and macro triggering.