Migrate from Xurrent to Intercom

Xurrent Requests map to Intercom Conversations. The Request subject becomes the Conversation title, description becomes the opening message body, status maps to an Intercom conversation state (open, closed, snoozed), priority maps to a custom conversation attribute (xurrent_priority), and requester maps to the Intercom Contact. We create the Contact record first via the Intercom API so the Conversation can reference it on insert. Custom fields on the Request migrate as custom conversation attributes if defined in Intercom or as JSON-stored metadata if no matching attribute exists.

Xurrent IMR Incidents map to Intercom Conversations with a custom attribute xurrent_incident_type set to incident. Responder assignments, on-call schedule references, and timeline events from IMR do not transfer as structured data; the responder names are stored as conversation admin notes and the timeline becomes a sequence of internal comments on the Conversation. Slack and Teams integration context from Xurrent IMR does not migrate.

Xurrent Services define multi-tenant boundaries for visibility and SLA assignment. Intercom uses Workspaces for multi-brand separation. If the customer has one Service or wants all records in a single support environment, we map all Xurrent Services to one Intercom Workspace. If the customer requires per-client separation, we map each Xurrent Service to a distinct Intercom Workspace and use the service name as the workspace name. Workspace provisioning happens before any record migration. SLA assignment logic tied to Services does not transfer and must be rebuilt as Intercom assignment rules or Fin AI Agent procedures.

Xurrent Knowledge Articles map to Intercom Help Center Articles. We migrate article title, body content, author, visibility settings, and any attached categories. If the article is visible to specific Xurrent Services, we set equivalent collection or workspace visibility in Intercom. Articles without a customer-facing equivalent (internal-only postmortems, internal runbooks) are excluded from migration or migrated as private notes if the customer requests them. Article step-by-step formatting maps to Intercom's article editor format.

Xurrent SLA Policies define response and resolution times tied to priority and Service. Intercom does not have a native SLA object in its core platform. We extract the SLA definitions (first response target, resolution target, priority mapping) and store them as a structured reference document. The customer's admin maps these to Intercom inbox routing rules, assignment rules, or a Fin AI Agent SLA procedure. SLA timer tracking is not natively available in Intercom without a third-party SLA add-on or a custom-built automation layer.

Xurrent Escalation Policies define multi-step notification sequences (who gets notified, via which channel, after how long). Intercom's Workflow Rules handle basic assignment and tagging but do not support multi-step escalation chains with time-based escalation to different responders. We export the escalation policy structure (step order, conditions, notification channels, assignee rules) as a reference document. The customer's admin rebuilds escalation logic as a combination of Intercom Workflow Rules, Fin AI Agent procedures, or a third-party escalation tool integration.

Xurrent On-Call Schedules define rotation order and coverage windows for IMR responders. Intercom does not have an on-call scheduling feature. We export the schedule configurations as a structured reference document including rotation order, coverage windows, and override rules. If the customer uses PagerDuty or a similar on-call tool, we flag the on-call mapping for integration setup post-migration. On-call data does not transfer as a functional record into Intercom.

Xurrent Playbooks automate incident response steps and link to knowledge articles. Intercom Workflow Rules are event-triggered (conversation created, conversation updated, contact tagged) but do not support the step-by-step conditional logic of Xurrent Playbooks. We export the playbook structure (step order, conditions, linked articles, assignee rules) as a reference document. The customer's admin rebuilds playbooks as Intercom Workflow Rules or Fin AI Agent procedures using the exported reference.

Xurrent Problems store root cause analysis and link to related Incidents. Intercom does not have a Problem object. We migrate Problem records as Conversation notes attached to the primary related Conversation, or as internal notes on the Contact if no single Conversation captures the problem context. The problem-incident linkage graph is preserved as a structured reference document for the customer's admin to use in rebuilding the linkage in a tool like Confluence or a custom CRM object.

Xurrent Changes carry risk assessment, approval chains, and implementation plans tied to IT change management workflows. Intercom does not have a Change Management object or approval workflow engine. We do not migrate Changes as functional records. We export a reference list of Change IDs and titles linked to their related Incidents and Requests so the customer's IT operations team can maintain the change record context outside of Intercom.

Xurrent custom fields on Requests, Services, Incidents, and other objects migrate as Intercom custom conversation attributes or custom contact attributes depending on the object they are attached to. We create the attribute in Intercom via the API before importing records that reference it. Custom field types (dropdown, text, date, number) map to equivalent Intercom attribute types. Multi-select picklists in Xurrent map to multi-answer custom attributes in Intercom.

File attachments on Xurrent Requests, Incidents, and Knowledge Articles migrate as Intercom conversation attachments linked to the parent record. We re-upload attachments to Intercom's storage and attach them to the corresponding Conversation. Large attachment volumes may require chunked migration with retry logic on API rate limit responses. Image attachments inline in Knowledge Articles are re-hosted and the article body is updated with the new Intercom-hosted image URLs.