Moving your support operations from one platform to another requires a clear understanding of how data translates between systems.
Enchant is a shared inbox solution that organizes conversations through tickets and messages. Trengo offers a robust structure for managing these same interactions with enhanced profiling and channel management.
By following a structured migration path, you can ensure that your team maintains a complete history of every customer interaction without losing critical context.
Define Your Migration Scope
Before starting, you must categorize your data into three buckets: API migration, manual configuration, and archiving.
The API migration covers the bulk of your active and historical data. You will move Users, Customers (Profiles), Contacts, Labels, Tickets, and Custom Fields directly through programmatic means. Messages (Replies and Notes) and Attachments also move via the API, though they require specific handling to ensure they link correctly.
Manual configuration is required for organizational elements that are not accessible via Enchant's public API. This includes setting up your Teams and creating your library of Quick Replies.
Finally, you should determine what to archive. You might choose to archive very old reporting metrics or secondary metadata that does not directly impact the current customer experience.
Prepare Trengo for Data Import
To receive data correctly, Trengo must have its basic infrastructure built out first. You need to rebuild your organizational structure by creating your Teams and adding your Users to the platform.
Without these, you will have no one to assign tickets to during the migration.
Next, you must define your metadata shell. This involves creating Labels that match your Enchant tags and setting up Custom Fields to hold specific data points like VIP status or order numbers.
Trengo uses Profiles as a container, so ensuring these custom fields exist first allows the data to land in the right spot during the import.
Migrate Objects
Maintaining a logical sequence is the most important part of this process to ensure data integrity.
- Users and Teams: Start by creating your team members in Trengo. This allows the migration script to map Enchant's user_id to the new Trengo user_id for ticket ownership.
- Labels and Custom Fields: These are your organizational tags. By creating them early, you can categorize tickets as they arrive.
- Profiles (Customers): Enchant's customers map directly to Trengo Profiles. A Profile is the master record for a person.
- Contacts: In Trengo, a Contact (like an email address or phone number) must be attached to a Profile. You will pull the contact values from Enchant and link them to the newly created Trengo Profiles.
- Tickets: Once the customers exist, you can create the Ticket shells. You will use the Enchant ticket state, such as open or closed, and map it to Trengo's status fields.
- Attachments: Files must be handled separately. You will upload files to Trengo first to get a unique identifier for each file.
- Messages and Notes: The final step is filling the tickets with their conversation history. You will migrate Enchant's reply type as a Trengo Message and Enchant's note type as a Trengo Note. You will link the previously generated attachment IDs to these messages during this step.
Post Migration Configuration
Once the data is moved, you must manually rebuild the logic that makes your inbox "smart." Trengo's Workflows and Journeys must be configured from scratch as they do not have a 1:1 mapping in the migration.
You should also set up your Webhooks to ensure that any external systems integrated with your help desk continue to receive updates about ticket changes.
Finally, verify that your Help Center articles, categories, and sections are organized correctly if you chose to rebuild your knowledge base manually.
Insider Secrets
Expert migrators know that the standard message creation methods are not ideal for historical data. Instead of sending a standard message, you should use Trengo's Import endpoints for email and text messages.
These specific tools are designed for history and will not trigger outbound notifications to your customers during the migration process.
Summary
Migrating from Enchant to Trengo is a process of rebuilding your support history within a more structured environment.
By prioritizing the creation of Profiles and Users before importing Tickets and Messages, you maintain the vital links between your customers and your team.
While the API handles the heavy lifting for conversation data, the manual setup of your Teams and Workflows ensures your operation is ready for daily use.
Careful attention to rate limits and date formatting will lead to a smooth transition and a complete record of your customer service journey.
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.