Migrate from TrueEngage to Zoho Desk

TrueEngage Widgets (chat, voice, video channels with targeting rules and scheduling) have no API export mechanism. During joint discovery, we document each Widget's channel type, targeting conditions (geo, time, page, visitor segment), routing assignment, and availability schedule. These settings are rebuilt as Zoho Desk Zia Skills (skill-based routing) and Custom Functions (business logic) documented in a written handoff. The Widget display configuration (branding, positioning, mobile behaviour) is not migratable and requires redesign in Zoho Desk's widget or live chat configuration.

Full interaction history — chat transcripts, call recordings, video session metadata, and disposition data — is stored in Genesys Cloud as the system of record. We extract Interactions from the Genesys Cloud CX Cloud API (Interactions v2 endpoint), map channel type to Zoho Desk Ticket channel (Email, Phone, Chat, Social), and preserve transcript content as Ticket Thread entries. Genesys interaction ID is stored as a custom field genesys_interaction_id__c for audit traceability.

Cobrowse session outcomes and video-initiation flags live in TrueEngage, not Genesys Cloud. We extract session summaries from TrueEngage during discovery (session start time, shared screens, outcome, agent ID) and append them as structured notes on the corresponding Zoho Desk Ticket or as custom fields (cobrowse_session_id__c, cobrowse_outcome__c). If the destination supports embedded collaboration tools, session links are stored as URL fields. This metadata would be lost without the TrueEngage-specific extraction step.

TrueEngage Callback Requests (scheduled or immediate callback offers from website visitors) are queued into Genesys Cloud as callback appointments. We extract callback requests from Genesys Cloud's callback queue records, map requester contact information, requested time, queue assignment, and outcome to a Zoho Desk Ticket of type Callback. The Genesys callback appointment ID is preserved as a custom field for reconciliation.

TrueEngage Feedback Form schemas (questions, branching logic, styling) and all submitted responses live in TrueEngage. We export form definitions and response records, then recreate equivalent surveys in Zoho Desk's Survey module (Professional tier). Each submitted response is loaded as a Zoho Desk Satisfaction Rating linked to the corresponding Ticket. Form branching logic that cannot be replicated in Zoho Survey is documented as a manual-setup note for the customer's admin.

Widget targeting rules (geographic, time-based, page-based, visitor-segment conditions) are configured per Widget in TrueEngage's GUI. These are not stored as standalone Genesys Cloud objects. We extract routing rule definitions during discovery as a structured document, then map each rule to Zoho Desk Assignment Rules (agent or queue assignment based on ticket criteria) and Workflow Rules (trigger actions on ticket creation or update). The written routing rule inventory is included in the handoff package.

WebRTC voice and video calls through TrueEngage Widgets are handled as standard Genesys Cloud calls with a SIP trunk provisioned by TrueEngage. Call records, recordings, and disposition data exist in Genesys Cloud. We extract call records from the Genesys Cloud API, load them as Zoho Desk Tickets with Phone channel, and attach recording URLs as Ticket attachments. The Genesys SIP trunk itself is non-transferable — Zoho Desk must provision its own SIP trunk or integrate with Zoho Voice for web calling post-migration.

Cross-channel transfers and escalations (chat to voice to video during a single interaction) carry a transfer history log. TrueEngage records the channel-switch events; Genesys Cloud records the routing path. We extract transfer event logs from both sources, merge them by interaction ID, and append a chronological transfer timeline to the Zoho Desk Ticket as structured notes or custom Activity entries. Agent IDs are mapped to Zoho Desk agent email addresses via the owner reconciliation step.

Business hours, holiday calendars, and queue availability rules drive Widget availability in TrueEngage. These are defined in TrueEngage and pushed to Genesys Cloud routing flows. We export schedule definitions as structured data and configure equivalent Business Hours and Holiday Schedules in Zoho Desk. Zoho Desk's Business Hours module supports multiple schedules per department or team, matching multi-queue TrueEngage deployments.

TrueEngage Visitor records are session-scoped browser or app identities tracked by Visitor Engagement AI for proactive engagement triggers. These are ephemeral and tied to active Widget sessions — they have no persistent identity value once the session ends. We do not attempt to migrate Visitors. Proactive chat trigger rules (behaviour-based outreach) are documented as a routing-rule-equivalent for rebuild in Zoho Desk or a connected CDP.

Post-interaction satisfaction ratings submitted through TrueEngage Widgets (star ratings, CSAT scores) are stored alongside Feedback form responses in TrueEngage. We extract satisfaction scores linked to the corresponding interaction ID and map them to Zoho Desk Satisfaction Ratings. The Genesys interaction ID is used to resolve the correct Zoho Desk Ticket for linking.

Persistent contact records (customer name, email, phone, organization) that initiated or received TrueEngage interactions are stored in Genesys Cloud's contact and organization objects. We extract these via the Genesys Cloud API and load them into Zoho Desk as Contacts and Accounts. The Genesys organization ID is preserved as a custom field for audit. This is the primary mechanism for rebuilding the customer relationship record in Zoho Desk.