Migrate from UserEcho to Intercom

EchoDesk tickets carry status (open, pending, resolved, closed), priority, assignee, custom fields, and full reply threads. We extract the complete conversation history and reconstruct each thread in Intercom as a Conversation with message parts tagged by author (agent vs customer). EchoDesk status maps to Intercom conversation_state (open, resolved). Custom fields on EchoDesk tickets become custom attributes on the Intercom conversation.

EchoChat transcripts include message text, timestamps, agent ID, visitor identifier, and open or closed status. We convert each session into an Intercom Conversation tagged with source=chat in the conversation part metadata. Agent and visitor identifiers are preserved as contact and teammate references. Closed status maps to Intercom's conversation_state=resolved.

EchoForum topics include vote counts, status tags (planned, under review, completed, declined), title, body, and nested comment threads. We map topics to Intercom Articles with article_type=ideas. Vote scores are preserved in a custom attribute echoforum_votes__c since Intercom Ideas does not have a native vote count field. Comment threads migrate as threaded article comments. The EchoForum status becomes a custom field echoed_status__c for admin workflow rebuilding.

EchoSmart articles have publication status, two-level category assignments, and attachment references. We export article title, body (HTML), category hierarchy, and parent-child relationships. In Intercom, articles are created as Help Center articles inside Collections. Inline images are downloaded and re-uploaded to Intercom's image host to avoid broken image links post-migration.

UserEcho agent profiles (users with moderation or helpdesk access) map to Intercom Admins and Teammates. We export display_name, email, and role flag. Agent email becomes the Intercom teammate identifier. Active agent count at migration time is scoped against Intercom's admin seat billing to avoid inflated subscription costs.

UserEcho end-user profiles map to Intercom Contacts. We export email address, display name, and any associated custom fields. Unsubscribed status from UserEcho maps to Intercom's unsubscribed_from_emails flag. Activity counts (ticket count, forum post count) from UserEcho become custom contact attributes for segmentation.

EchoDesk category taxonomy is two-level (parent and child). We preserve the hierarchy during extraction and map it to Intercom Collections with Sections inside. The customer chooses whether to create separate Collections per product line or a single Collection with Section-based separation.

EchoForum categories are separate from EchoDesk categories in UserEcho even though the platform shares a user table. We route forum categories to a distinct Intercom Collection used for ideas and feedback content, separate from the help center collection.

Tags applied across EchoDesk tickets, EchoForum topics, and EchoSmart articles are exported as a flat list with their object associations. In Intercom, tags are recreated as labels on the corresponding Conversation or Article. Tag-object associations migrate as tag assignments on the target object.

Files attached to tickets, KB articles, and forum posts are downloaded individually with original filenames and MIME types preserved. We re-upload each file to Intercom's attachment endpoint linked to the corresponding Conversation or Article. Inline images embedded in EchoSmart article HTML are extracted and re-hosted in Intercom's media library to prevent broken image rendering.

EchoForum nested comment threads are extracted in tree order and flattened into Intercom article comments under the parent topic article. Comment author (agent or customer) and created_at timestamp are preserved. Deeply nested comment trees beyond three levels are flattened with an indent indicator in the comment body to preserve readability.