Migrate from Watermelon to Gorgias

Watermelon Contact records with name, email, phone, and all custom fields map directly to Gorgias Customer records. The email field serves as the dedupe key during import. Custom Contact fields in Watermelon require discovery during scoping; we map each to a Gorgias custom field with the matching data type (text, number, date, boolean, or select). Any multi-select or comma-separated values in Watermelon custom fields require transformation to Gorgias-compatible format during the import phase.

Each Watermelon Conversation maps to one Gorgias Ticket. The conversation.channel_type and conversation.channel_id preserve the original channel context as ticket metadata. Conversation status (open, resolved, pending) maps to Gorgias Ticket status values. We resolve the parent Customer record by email match before inserting the Ticket so that the customer_id reference is satisfied at import time. The original Watermelon conversation ID is preserved as an external_id field for audit.

Individual Watermelon Messages (sender type, content, timestamp, channel metadata) migrate as Gorgias Messages inside the parent Ticket. We preserve the chronological sequence by setting the created_at timestamp from the source Watermelon message. Attachments migrate as URL references if they are externally hosted, or as file attachments if the Watermelon attachment URLs are reachable from our migration environment. The sender type (agent, bot, customer) maps to the Gorgias message.sender_type field.

Watermelon Tags applied to Contacts and Conversations migrate as Gorgias Tags. We export the full tag array per Contact and per Conversation and insert them during the Ticket import phase. Tags used for categorization in Watermelon become Tags in Gorgias with no transformation required. The customer chooses whether to scope tag migration to Contact tags only, Ticket tags only, or both during scoping.

Contact-level custom fields are discovered during scoping by calling the Watermelon Contacts endpoint and inspecting the field keys present across the dataset. Each custom field is typed (string, integer, boolean, array) and mapped to a Gorgias custom field of the equivalent type. Gorgias requires object_type (Ticket or Customer) when creating custom fields via API. We create all Customer custom fields before Contact import, and Ticket custom fields before Conversation import, using the Gorgias v2 custom-fields endpoint.

Watermelon Flow automations and AI Actions are not accessible via the API and cannot be exported programmatically. We document every active Flow by inspecting the Watermelon dashboard via authenticated session, recording the trigger type (event, keyword, tag, channel), conditions, actions, and routing logic. This documentation is delivered as a structured inventory with recommended Gorgias Rule equivalents (Conditions, Actions, HTTP hooks). The customer's admin rebuilds Flows as Gorgias Rules post-migration.

WhatsApp Business, Meta (Facebook, Instagram), and live chat integrations are OAuth-based connections scoped to the Watermelon installation. These cannot be transferred as credentials. We inventory every connected channel, record the associated business account identifiers, and provide step-by-step reconnection instructions for Gorgias channel setup. The customer must have admin access to the Meta Business and WhatsApp Business accounts to complete reconnection in Gorgias. Email channel migration is straightforward via SMTP or IMAP configuration in Gorgias settings.

Watermelon webhook endpoint URLs and event types (new contact, message received, conversation resolved) are documented during scoping. Gorgias uses HTTP integrations for outbound webhook delivery, which requires manual re-registration post-migration. We provide a webhook inventory document listing each endpoint URL, the events subscribed, and the payload format so that the customer's engineering team can re-register them in Gorgias.

Watermelon Notes attached to Contacts migrate as Notes on the corresponding Gorgias Customer record. The note body and created_at timestamp are preserved. Notes on Conversations migrate as Notes on the corresponding Gorgias Ticket. We do not currently migrate attachments embedded in notes; URL references to externally hosted files are preserved as text in the note body.

Aggregate analytics (resolution rates, conversation volume, agent performance, channel distribution) are exported from the Watermelon dashboard as CSV where accessible. These metrics do not map directly into Gorgias because Gorgias calculates its own analytics from imported ticket data. We deliver the historical metrics as a reference spreadsheet so that the customer can establish Gorgias baseline numbers against the Watermelon historical period.

Watermelon AI Actions and model Finetuning settings are platform-specific configurations that control bot response behavior. The API does not expose these settings. We document the current AI Action rules visible in the Watermelon dashboard (response triggers, fallback behavior, knowledge base scope) as a written configuration inventory for manual reimplementation in Gorgias Chatbot. Gorgias chatbot setup is separate from the helpdesk data migration and is scoped as a post-migration configuration task.

Watermelon chatbot knowledge bases populated by website scraping do not export as structured article data via API. We document the URLs included in the knowledge base and the chatbot triggers (FAQ keywords, page-specific flows) visible in the dashboard. This documentation is delivered as an article list with URL, target flow, and recommended Gorgias Help Center article equivalent. The customer rebuilds articles manually or re-scrapes the source URLs into Gorgias Help Center.