Transitioning from Enchant to Tidio requires a thoughtful approach to ensure that your customer relationships and conversation histories are preserved.
Enchant and Tidio both offer powerful tools for managing communication, but they structure data differently.
By understanding these differences, you can execute a smooth transition that minimizes downtime and keeps your support team focused on what matters most.
Define Your Migration Scope
The first step is determining how each piece of data will move. Most of your high-volume data, such as customers and ticket histories, can be moved using the API.
This includes Enchant customers, their contact details, and the actual tickets. Every individual reply and message can also be pushed through the API to maintain a complete record.
However, certain structural elements require a manual touch. You will need to manually configure your operators and departments within the Tidio panel.
Additionally, any custom labels used in Enchant to categorize issues should be handled manually or archived. If you have very old or irrelevant data that does not serve your future goals, consider archiving it in a separate database rather than importing it into your live Tidio environment.
Prepare Tidio for Data Import
Before you start pushing data through the API, you must build the foundation in Tidio. This preparation ensures that when the data arrives, it has a place to land.
Start by manually creating your operators. In Tidio, operators are the agents who handle inquiries, and they must be defined in your settings with specific permissions.
Next, you need to set up your departments. In Enchant, you likely used inboxes to separate different types of traffic.
Tidio uses departments to group operators. Since these cannot be created via the API according to the available tools, you must set them up in the Tidio panel first.
Record the unique identifiers for each operator and department, as you will need these to assign tickets correctly during the migration.
Migrate Objects
The order in which you move your data is vital for maintaining the relationships between different objects.
First, migrate your Customers and Contacts. In Tidio, these are site visitors identified by their names, emails, or phone numbers.
You can move Enchant customers directly into Tidio as contacts. This is the first step because Tidio requires a contact to exist before a ticket can be associated with them. During this phase, you will also map Contact Properties.
Default fields like email and phone map directly, but any custom metadata from Enchant should be mapped to Tidio custom properties.
Second, move your Tickets. Once the contacts are in place, you can create the ticket shells. A ticket in Tidio is a record of a complex conversation that might require multiple interactions. You will create these tickets on behalf of the contacts you just imported.
Third, migrate Replies and Notes. This is where the actual conversation lives. You will add messages to your newly created tickets in chronological order.
Enchant treats internal notes and external replies as "messages," but Tidio's reply system is more streamlined.
For Notes, which are internal in Enchant, a helpful workaround is to migrate them as operator replies while prefixing the text with a clear label like "INTERNAL NOTE." This ensures your team can still see that private context.
Finally, handle Attachments. Because there is no direct API for uploading files into Tidio's ticket history in the current sources, you should host these files on an external server. You can then insert the links to these files directly into the body of the migrated messages.
Post Migration Configuration
After the data is imported, you need to rebuild your logic. Labels from Enchant do not have a direct 1:1 API mapping, so you will need to manually tag tickets or use Tidio's status and priority fields to organize your workspace.
This is also the time to rebuild your Workflows. Any automation you had in Enchant, such as auto-responders or routing rules based on keywords, must be recreated using Tidio's flow builder.
Test these flows to ensure that new incoming tickets are handled according to your current business rules.
Insider Secrets
One thing you will notice quickly is that Tidio's contact creation follows an "all or nothing" strategy for batches.
If even one contact in a group of one hundred is invalid, the entire batch will fail. It is better to validate your data thoroughly before sending it to avoid constant retries.
Another crucial insight involves rate limits. Enchant limits accounts to 100 credits per minute. If you are trying to pull tens of thousands of messages, you must build a sophisticated throttling mechanism into your script.
If you hit the limit, Enchant returns a specific error code, and you must pause all requests for a set number of seconds.
Lastly, pay attention to the "General" department in Tidio. It is the default option and contains all operators. If you do not explicitly assign a migrated ticket to a specific department ID, it may end up visible to everyone, which can clutter the workspace for specialized teams.
Summary
Migrating from Enchant to Tidio is a multi-step process that combines automated API calls with careful manual configuration.
By setting up your operators and departments first, followed by a logical sequence of contacts, tickets, and messages, you can ensure a high-fidelity transfer.
While some elements like internal notes and attachments require clever workarounds, the result is a clean, organized, and powerful support environment in Tidio.
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.