Moving your support operations from Enchant to Intercom is an exciting step toward a more integrated customer experience. While both platforms are designed to help you talk to your users, they handle data and relationships in distinct ways.
Enchant excels as a streamlined shared inbox, whereas Intercom functions as a comprehensive customer platform.
This transition requires a clear strategy to ensure that every conversation and customer detail makes it across safely.
In this guide, we will walk through the logic of this migration so your team can hit the ground running without losing a single note or attachment.
Define Your Migration Scope
Before you begin the technical heavy lifting, you need to decide what goes where. Most of your historical data, including your tickets, the messages within them, your customer records, and your organizational tags, will be moved via the Intercom API.
This ensures that the depth of your support history remains intact and searchable.
However, not everything can be handled by a script. Your structural elements, such as your internal team members (Admins) and your departmental groupings (Inboxes), need to be configured manually within the Intercom interface.
There is no direct programmatic way to recreate these administrative settings.
Finally, consider what needs to be archived. If you have thousands of contacts who have not interacted with you in years, Intercom provides a dedicated archive feature to keep your workspace clean while retaining their data for future reference.
Prepare Intercom for Data Import
Preparation is the secret to a smooth data transfer. You cannot pour data into a container that does not exist yet, so you must rebuild your help desk framework first.
Start by adding your team members. In Enchant, these are your users; in Intercom, they are Admins. You will need to invite them manually so they have active accounts to which tickets can be assigned.
Once your people are in, set up your Teams. Enchant uses Inboxes to separate different communication streams, such as sales or support. You should create corresponding Teams in Intercom to mirror this structure.
This step is vital because when you eventually import your tickets, you will want to tell Intercom which team owns which ticket.
Lastly, recreate your labeling system by setting up Tags. This allows your imported data to be categorized exactly as it was in your previous system.
Migrate Objects
The order in which you move your data is the most critical part of the process. If you move tickets before customers, those tickets will have no owners. Follow this logical sequence to keep your data integrity high.
- Customers and Contacts:
In Enchant, a customer is a high-level entity that contains specific contact information, such as email addresses or phone numbers. Intercom uses a unified Contact model.
When you migrate these, you are creating the foundation for everything else. You will move the names and contact details first so that every ticket migrated later has a person to attach to. - Tickets:
With your customers and teams ready, you can move the tickets. Enchant tickets are containers for conversations.
In Intercom, the Ticket object serves a similar purpose. During this phase, you will recreate the ticket shells, ensuring they are linked to the correct customer and assigned to the right team or admin. - Messages, Notes, and Replies:
This is where the actual conversation lives. Enchant separates internal communication (notes) from customer-facing communication (replies).
Intercom treats these as conversation parts. You will migrate these one by one into the newly created tickets.
It is important to maintain the original timestamps so the conversation flow makes sense to anyone reading it later. - Attachments:
Attachments require a specific workaround. In Enchant, files are uploaded separately to generate a unique identifier before being added to a message.
Since Intercom handles attachments differently in its ticket creation, the most reliable method is to include the direct URL of the Enchant attachment within the body of the message or the ticket description.
This ensures your team can still access vital files without needing to rebuild a complex file hosting logic.
Post Migration Configuration
After the data is successfully in Intercom, you must rebuild the automation that makes your support efficient. Workflows are the primary example.
Any rules you had in Enchant for routing tickets based on keywords or customer types will need to be recreated using Intercom's workflow builder.
This is also the time to configure your AI settings. If you use Intercom's Fin AI agent, you should begin importing your external help pages as content sources so the agent can learn how to answer your customers based on your existing documentation.
Insider Secrets
Those who have navigated this path before know that the small details cause the most friction.
One major insight involves rate limits. Enchant limits API credits to one hundred per minute. If you try to move thousands of tickets at once, you will hit a wall very quickly.
Your migration script must be built with a retry logic that respects these limits to avoid being blocked.
Another secret involves search indexing. Intercom has a slight delay between when a contact is created and when they become searchable.
If your script creates a contact and immediately tries to find them to link a ticket, it might fail. Building a short pause into your process can save you hours of debugging.
Additionally, keep an eye on data types. While Enchant is very flexible with how it stores message bodies, Intercom prefers clean HTML or plain text.
Sanitizing your message data before it leaves Enchant will prevent formatting errors that make old conversations hard to read.
Summary
Migrating from Enchant to Intercom is a journey that moves from the administrative to the technical.
By manually setting up your admins and teams first, you create a landing zone for the automated migration of your customers, tickets, and messages.
While the process requires careful sequencing and specific workarounds for things like attachments, the result is a powerful, centralized platform that offers a deeper look into your customer relationships.
Take it one object at a time, respect the rate limits, and your historical data will be right there waiting for you in your new home.
If you’d rather focus on your revenue instead of wrestling with mapping sheets and pagination loops, ClonePartner can handle the full migration for you. Every project gets a dedicated engineer who understands the nuances of both APIs and ensures zero downtime.