Migrate from Verint Channel Automation to Intercom

Verint Interactions (the core ticket/conversation object spanning voice, email, social, and chat) map to Intercom Conversations. Each Interaction's status (open, pending, resolved, closed), timestamps, and channel attribution transfer as Conversation attributes. Channel type (email, chat, WhatsApp, Facebook Messenger, Twitter/X) migrates as a custom attribute conversation_attribute_channel__c because Intercom does not natively store channel metadata at the Interaction level. Threading from Verint Interaction messages preserves message ordering in Intercom's conversation timeline.

Verint Voice Channel (inbound calls, call disposition, WAV recordings, call duration) has no direct Intercom equivalent because Intercom is a messaging-first platform without native telephony. Recorded calls exported via SFTP as WAV files cannot be imported into Intercom's message thread. We document call disposition data as a custom Conversation attribute and recommend a separate call logging strategy (Intercom's Conversations API or a telephony partner integration) for teams that need to preserve voice context.

Verint digital channels (email, live chat, WhatsApp, Facebook Messenger, Twitter DM, SMS) map to Intercom's channel classification on Conversations. Channel assignment migrates as a custom attribute. Intercom's email routing relies on the original email address thread; we preserve the email thread ID from Verint's metadata to prevent duplicate threads.

Verint Agent records (name, role, team assignment, capacity settings) map to Intercom Admins and Operators. We extract agent profiles via Verint API, resolve by email against Intercom Admin provisioning, and assign to Intercom Teams matching the Verint team structure. Agent capacity settings and work schedules do not migrate as Intercom scheduling data; they are documented for the customer to configure in Intercom's Workload management settings.

Verint IVA and Agent Copilot Bot configurations (decision trees, automation logic, handoff rules) are not structurally exportable from Verint. We document the bot logic during discovery by interviewing the customer's Verint admin and reviewing bot configurations in the Verint GUI. The output is a written bot-inventory document with Intercom Fin AI Agent setup instructions and Intercom Rules equivalents for each automation step. Fin AI Agent requires training on Intercom Articles, which we migrate in parallel.

Verint business-configurable routing rules (conditions mapping incoming contacts to teams, agents, or bots) are not exported as structured data. We run a routing-rule discovery session with the customer's Verint admin during scoping, documenting each rule's trigger conditions, priority order, and routing target. The output is a written Rules inventory mapped to Intercom Rules syntax, which the customer's admin rebuilds post-migration. Routing rules involving agent skills or capacity-based assignment require Intercom's Team inbox configuration as a prerequisite.

Verint SLA rules (response time and resolution time targets per channel or queue) map to Intercom SLA Policies, available on Intercom Premium tier ($134/seat/month). We extract SLA definitions from Verint via API where accessible, preserving tier names, time windows, and breach escalation settings. SLA policies are applied to Intercom Inboxes matching the original Verint queue structure. Teams on Intercom Pro tier ($74/seat/month) must upgrade to Premium or accept manual SLA tracking without automated breach alerts.

Verint Knowledge Management articles (title, body content, tags, category associations) map to Intercom Articles in the Help Center. We export article content via Verint API, transform rich-text HTML to Intercom's article format, and map Verint categories to Intercom Collections and Sections. Article attribution to agents and bots does not migrate; Intercom Articles are surfaced to customers and Fin AI Agent rather than to agents at runtime.

Verint Customer/Contact profiles (name, email, phone, company, interaction history, custom attributes) map to Intercom Users. We extract contact records via Verint API or SFTP export, resolve duplicates by email, and import into Intercom with custom attributes preserving any Verint profile fields not natively mapped. Intercom's company model (linking Users to Companies) maps from Verint's company association on Customer profiles.

Verint Engagement Data Management exports interaction data and recordings via SFTP push. The export requires Verint-side configuration of the SFTP destination and WAV media format. We configure an SFTP receiver, extract metadata (interaction ID, channel, timestamps, agent, disposition), and push structured metadata into Intercom as Conversation Parts or custom attributes. Media files (WAV recordings) cannot be imported into Intercom's messaging thread; they require a separate storage and access strategy.