Migrate from Web+Center to Intercom

Web+Center Incidents map directly to Intercom Conversations with the Ticket attribute extension. The Incident title becomes the Conversation subject, status (Open, Pending, Resolved, Closed) maps to Intercom Conversation state, priority maps to a conversation priority attribute or custom data attribute, and the assignment resolves to an Intercom teammate or team via lookup by email or name. Conversation threads (customer messages and agent replies) migrate as ordered message records using the original timestamp for sequencing. We preserve the original Incident creation timestamp and priority so that SLA deadlines can be recomputed in Intercom based on the destination SLA configuration.

Web+Center Customer records map 1:1 to Intercom Contacts. We extract email address, phone number, name, and portal preferences, and import them as Intercom Contact attributes. If a Web+Center Customer is associated with multiple Incidents, all of those Conversation links are preserved on the Contact after migration. Customer records without an email address are flagged during scoping because Intercom Contacts require an email for identification; these may need to be merged or flagged for admin review.

Web+Center Company records map directly to Intercom Companies. The Company-to-Customer linkage migrates so that each Contact is associated to its parent Company in Intercom. If the customer's Web+Center has Companies with no associated Customers, we create standalone Company records in Intercom; the customer decides during scoping whether to collapse orphan Companies into individual Contact records or preserve them as Companies.

Web+Center Assets track hardware and software inventory with custom fields for serial numbers, purchase dates, and assignment. Intercom has no native Asset object. On Intercom Pro and Expert plans, we create a custom object (e.g., Asset__c) with custom fields matching the source schema and migrate active asset records as custom object entries linked to the associated Contact or Company via a lookup relationship. On Starter or Essential plans, Assets do not have a native landing place; we export them as a structured CSV with all field values preserved, delivered alongside the migration for the customer's admin to import into a separate CMDB if needed. Custom asset fields vary per Web+Center deployment and require explicit field inventory before destination schema creation.

Web+Center administrators can define arbitrary custom fields on Incidents. These are stored as additional columns or lookup tables in the source database with no universal schema across deployments. We inventory every distinct custom Incident field during discovery, classify each by data type (text, number, date, picklist, multi-select), and create equivalent custom data attributes on Intercom Contacts or conversation attributes on Tickets. Multi-select picklists from Web+Center become comma-separated text fields or tags in Intercom; the customer chooses the approximation strategy during scoping.

Web+Center stores file attachments on the server filesystem with path references in the database. We resolve each path reference, extract the binary content, and re-upload to Intercom as conversation attachments using the Intercom API. We run a pre-migration path validation step against the source filesystem to identify broken attachment references; any orphaned files are logged and excluded from migration. Attachment filename and MIME type are preserved in Intercom's storage layer. Large attachment volumes (over 5,000 files) require chunked processing and may extend the migration timeline.

Web+Center KB articles use a proprietary content format stored in the database. We extract the text content and any embedded attachments, then convert to Intercom Help Center article schema. HTML formatting may not map cleanly and may require post-migration content review; we flag formatting anomalies in the delivery report. Article collections and sections from Web+Center map to Intercom collections and sections. If Web+Center KB articles contain internal links, we update the domain references post-migration.

Web+Center categories, subcategories, and priority levels are stored as lookup tables in the database. We extract the full set of active and inactive values and map them to Intercom Tags or custom attribute picklists on the Conversation. Values that have no clear Intercom equivalent are flagged during scoping so the customer can decide whether to collapse, rename, or preserve them. We recommend consolidating inactive values to reduce tag sprawl in Intercom.

Web+Center maintains its own agent directory for administrators and support staff. We export user records and map them to Intercom Teammates by email address. Password hashes cannot be migrated due to security constraints; agents receive an Intercom invite to set their own password at cutover. Active versus inactive status is preserved as a Teammate attribute. If Web+Center roles (Admin, Agent, Viewer) do not map directly to Intercom's permission model, we document the gap in the delivery report.

Web+Center calculates SLA breach timestamps based on priority level and configured business hours. Intercom calculates SLA deadlines using its own rules engine and subscription add-ons. We preserve the Incident creation timestamp and original priority in Intercom so that SLA deadlines can be recomputed on the destination at go-live. Any time already elapsed against an SLA at the source is not carried forward. The customer reviews and configures SLA rules in Intercom before activating the migrated data.