Migrate from Verint Channel Automation to Gorgias

Verint Interactions map to Gorgias Tickets as the primary ticket object. Each Interaction carries channel attribution (email, chat, messaging, social), status, timestamps, and SLA flags that map to Gorgias Ticket status and priority fields. We extract Interactions via the Verint Developer Portal REST API or via SFTP export, transform the channel enum to Gorgias channel type, and import via the Gorgias Tickets API. The original Interaction ID is preserved in a custom Gorgias ticket attribute for audit traceability.

Verint Channel assignments (voice, email, social, messaging, live chat) map to Gorgias channel type fields. Voice channel does not natively exist in Gorgias; we flag these Interactions for the customer to handle as a separate voice migration or third-party widget integration. Email, chat, Facebook Messenger, Twitter/X DM, WhatsApp, and SMS map directly to Gorgias channel types.

Verint Agent records (name, role, team assignment, capacity settings) map to Gorgias Users. We extract agents via Verint API, map team assignments to Gorgias Teams, and import Users via the Gorgias Users API. Active and inactive status is preserved; agents assigned to Interactions after migration inherit their original owner from the Interaction mapping.

Verint Customer and Contact profiles map to Gorgias Customers. Customer details (name, email, phone, address) migrate directly. If Verint Customer records include eCommerce data from an integrated CRM or ERP, we map that to Gorgias Customer extra fields for display in the ticket sidebar. Cross-channel interaction history is preserved as a linked Ticket list on the Customer record.

Verint IVA and Agent Copilot Bot configurations define automation logic and decision trees that are not API-exportable. We document the bot decision logic during discovery and map each bot trigger and action to an equivalent Gorgias Rule (automated workflow) or Macro (canned response with placeholders). The customer rebuilds these in the Gorgias Rules engine post-migration; we provide the written specification during handoff.

Verint business-configurable routing rules map incoming Interactions to teams, agents, or bots based on conditions. Routing logic is not exposed as structured data from Verint. During discovery, we capture the routing configuration as written documentation with condition matrices and action mappings. In Gorgias, we map these to Rules with conditions (channel, customer, keywords) and actions (assign to team, apply tag, set priority). The customer or a Gorgias specialist implements the Rules based on our documentation.

Verint SLA rules define response and resolution time targets per channel or queue. We extract SLA definitions as structured records where accessible via Verint API, then map them to Gorgias first-response and next-response SLA policies. Complex multi-tier SLA hierarchies with conditional escalation paths require manual rebuild in Gorgias SLAs. We deliver a written SLA mapping document specifying target times, business hours, and escalation triggers.

Verint Knowledge Management articles (surfaced to agents and bots during Interactions) map to Gorgias Help Center articles. We export article content, tags, and category associations via Verint API, reformat HTML content to Gorgias Markdown-compatible format, and import via the Gorgias Help Center API. Category hierarchy maps to Gorgias article sections. Articles linked to specific bot flows require re-linking post-migration.

Verint email engagements map to Gorgias Messages attached to Tickets. The email subject, body, sender, recipient, and timestamp migrate as Message records. Attachments migrate as Ticket attachments. Email threading references are preserved in the Message metadata so that follow-up emails land in the correct Ticket.

Verint call recordings and call metadata (duration, disposition, agent, customer) are exported via SFTP as WAV files with metadata. Gorgias does not natively support voice; we map call recordings as external file links attached to the relevant Ticket, with call metadata stored in a custom ticket attribute. The customer configures a cloud storage link or compliance archive reference for access.

Verint live chat and messaging engagements (WhatsApp, SMS, Facebook Messenger, Twitter/X DM) map to Gorgias Messages with the channel type preserved. Chat timestamps and message sequence order are maintained during migration to preserve conversation context. Agent and customer message attribution is preserved via the User and Customer lookups.

Verint Interaction tags and labels map to Gorgias Tags. Tags applied at the Interaction level migrate to the equivalent Ticket. Tags used for routing logic or SLA assignment are noted in the routing rule documentation as they require Rule reconfiguration post-migration. Tag-based reporting in Gorgias uses the same tag taxonomy.