Moving your help desk from Enchant to Kustomer is a strategic step toward a more unified view of your customer experience.
Kustomer is a powerful platform that organizes data into a continuous timeline, allowing your team to see every interaction in one place.
To make this move successful, you need a clear plan that respects the data models of both systems while ensuring no detail is left behind.
Define your migration scope
Defining the scope is the first step in ensuring your data remains clean and useful. You should categorize your information into three buckets to stay organized.
What to migrate via the API
The majority of your functional data should move through the API to preserve the relationships between records.
This includes your users, who will represent your support agents, and your customer profiles. You will also want to move the heart of your support history: tickets, which Kustomer calls conversations.
Within those conversations, every reply and internal note should be migrated to maintain a complete audit trail. Finally, the files and images attached to those communications are also eligible for API migration.
What to configure manually
Certain structural elements are better built from scratch in Kustomer to take advantage of its unique features.
Your team structures and role groups should be defined manually to ensure permissions are assigned correctly from day one.
Business schedules, which govern your support hours and SLA calculations, must also be set up within the Kustomer interface.
If you used specific labels to categorize tickets in Enchant, you should manually recreate these as tags within Kustomer settings to ensure they align with your new reporting needs.
What to archive
Migration is a perfect time to decide what data no longer serves your team. You might choose to archive tickets that are older than two years, as Kustomer search typically prioritizes more recent data.
High volumes of spam or messages from deleted accounts should also be archived or left behind to keep your new database efficient.
If you have custom contact data in Enchant that is no longer accurate, it is better to archive that information rather than cluttering your new customer profiles.
Prepare Kustomer for data import
Before you start pushing data into your new home, you need to lay the foundation. Complete these steps to ensure the import has a place to land:
- Create agent accounts: Set up your users in Kustomer so that when tickets are imported, they can be assigned to the correct people immediately.
- Define custom attributes: If your Enchant customers have unique fields like a membership ID, create these custom attributes in Kustomer first so the data has a destination.
- Set up your brands: If you manage multiple email signatures or help centers in Enchant, configure your brands in Kustomer to keep that data segmented.
- Establish business schedules: Configure your operating hours so that any imported conversation time data can eventually be measured against your actual availability.
- Replicate labels as tags: Create a list of your Enchant labels and add them to Kustomer as tags so you can filter conversations after the move.
Migrate objects
The migration should follow a strict logical order to ensure that every message is attached to the right conversation and every conversation is attached to the right person.
Kustomer uses a resource-oriented model where everything is an object. You must start with Users, as they are the owners of the support actions.
Next, move your Customers. In Enchant, customers are defined by their contacts, while in Kustomer, a customer is the anchor for an entire timeline of events. Once the customers exist, you can migrate Tickets, which transform into Kustomer Conversations.
After the conversation containers are ready, you can populate them with Replies (which Kustomer calls Messages) and Notes.
This fills the timeline with the actual words exchanged between your team and your customers. The final step is moving Attachments, which must be linked to the specific messages or notes they belonged to in the old system.
Data Mapping
Enchant Object | Kustomer Object |
Users | Users |
Customers | Customers |
Contacts | Customer Attributes |
Tickets | Conversations |
Replies | Messages |
Notes | Notes |
Attachments | Attachments |
Post Migration Configuration
Once the data is visible in the timelines, you need to turn the lights on by setting up the logic that makes Kustomer work:
- Rebuild Workflows: These are the automations that trigger based on events, such as a conversation being updated or a customer being created.
- Configure Queues and Routing: Set up your routing rules to ensure that new incoming conversations are sent to the right agents based on their skills or team.
- Create Shortcuts: Your canned responses from Enchant need to be recreated as shortcuts so agents can reply quickly.
- Set up SLAs: Define your service level agreements to track how quickly your team responds to customers now that the history is imported.
Insider Secrets
- Use the importedAt attribute: When you are migrating history, always include the importedAt field in your data body. This tells Kustomer the data is from the past and prevents it from triggering live workflows or being subject to the standard API rate limits.
- Concatenate names during the move: Enchant keeps first and last names in separate fields, but Kustomer uses a single name field for the customer profile. You should join these two strings into one before sending the data to avoid messy records.
- The attachment two step: You cannot simply send a file to Kustomer. You must first create the attachment document to receive a temporary S3 pre-signed URL and then send a separate multi-part request to that specific URL to actually save the file.
- Leverage External IDs: Use the unique ID from Enchant and store it in the externalId field in Kustomer for every object. This makes it much easier to perform lookups if you need to update records later or troubleshoot the migration.
- Throttle your own requests: While the importedAt flag helps with some limits, the API still has account-wide rate limits based on your pricing plan. Build a small delay into your migration script to stay under the 100 to 2000 requests per minute threshold.
Summary
Migrating from Enchant to Kustomer is more than just moving text from one database to another. It is an opportunity to reorganize your customer data into a more meaningful, timeline-based structure.
By following the logical order of Users, then Customers, and finally Conversations, you ensure that your data integrity remains intact.
Take the time to prepare your custom attributes and teams beforehand, and don't forget to rebuild your workflows once the migration is complete.
With a careful approach to the API and a focus on keeping your data clean, your team will be ready to provide a higher level of service in no time.
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.