Migrate from TrueEngage to Intercom

All TrueEngage interactions (chat sessions, WebRTC voice calls, WebRTC video calls) are recorded in Genesys Cloud as the system of record. We extract interaction records from Genesys Cloud via its API, preserving timestamp, channel type, agent assignment, disposition, and recording reference. Each interaction becomes an Intercom Conversation with the conversation_part content migrated as message threads. For voice and video interactions, we attach call duration and disposition as custom conversation attributes. Channel metadata (web calling vs. chat) is preserved in an intercom_channel_type attribute.

TrueEngage business hours, holiday calendars, and queue availability rules are defined in TrueEngage and pushed to Genesys Cloud routing flows. We export schedule definitions and map them to Intercom's Working Hours settings in Admin. Holiday calendars and out-of-hours routing rules have no native Intercom equivalent and are documented in the handoff spec for manual rebuild as Inbox rules with time-based conditions.

Cobrowse session logs, shared-screen outcomes, and video-initiation flags are stored in TrueEngage, not Genesys Cloud. We extract TrueEngage Cobrowse session summaries and attach them as internal notes on the corresponding Intercom Conversation, tagged with a custom cobrowse_session attribute. Intercom has no native Cobrowse feature, so session context is preserved as structured note text rather than a first-class object. If Cobrowse is a core support channel, we recommend evaluating a third-party Cobrowse integration post-migration.

TrueEngage queues Callback Requests into Genesys Cloud as callback appointments. We extract callback records (visitor contact, requested time, queue assignment, outcome) from Genesys Cloud and create Intercom Conversations with a scheduled_callback custom attribute carrying the original requested time. Intercom's Inbox rules can route callback-conversation records to a dedicated team queue.

TrueEngage Widgets — each with targeting rules (geographic, time-based, page-based, visitor-segment conditions), channel routing, and availability settings — have no export API and cannot be migrated programmatically. We run a joint discovery session to document all active Widget configurations as a written specification, then deliver an Intercom rebuild plan mapping each Widget's channels and routing logic to Intercom Inbox rules, Operator routing, and Fin AI procedures. This is a manual rebuild scope included in the handoff deliverable.

TrueEngage Feedback form definitions (questions, branching logic, styling) and all submitted responses are stored in TrueEngage. We export form schemas and all response records from TrueEngage. Form questions map to custom Ticket attributes in Intercom, and submitted responses populate those attributes on the corresponding Conversation or Ticket. Branching logic has no direct Intercom equivalent and must be rebuilt manually as a Fin AI procedure or as a pre-conversation intake form in Intercom's messenger.

TrueEngage Visitor records are session-scoped browser identities tracked for proactive engagement triggers. These are ephemeral and tied to active Widget sessions — they are not persistent customer records and are not migrated. Visitor Engagement AI triggers (proactive chat based on browsing behaviour) have no Intercom equivalent and are documented in the handoff spec for rebuild using Intercom's Operator or Fin AI rules.

WebRTC voice and video calls routed through TrueEngage Widgets are handled as standard Genesys Cloud calls. We extract call records (caller ID, duration, disposition, recording URL) from Genesys Cloud and create Intercom Conversations with a voice_channel custom attribute. The SIP trunk provisioned by TrueEngage is non-transferable; Intercom requires its own SIP trunk and DID provisioning for web calling, which we include in a telco readiness checklist in the migration plan.

Cross-channel transfers and escalations from chat to voice to video during a single interaction carry a transfer history log in TrueEngage. We extract channel-switch events from Genesys Cloud and append them as internal notes on the corresponding Intercom Conversation, noting the transfer timestamp, source channel, destination channel, and agent. Intercom's assignment history is preserved natively in the conversation state.

Because TrueEngage holds no independent contact database, all customer contact records live in Genesys Cloud. We extract Genesys Cloud Contact records (name, email, phone, attributes) and migrate them to Intercom Contacts. Leads vs Contacts in Intercom are determined by the customer's definition of an active customer relationship; we use the Genesys Cloud contact type or lifecycle property to make the split and flag any ambiguous records for customer validation during scoping.