Making the move to a new help desk platform is a significant milestone for any growing customer support team.
Enchant offers a robust, hosted omnichannel shared inbox that streamlines communication across multiple platforms.
Transitioning from Tidio to Enchant allows you to centralize your operations while maintaining the high-quality service your customers expect.
By leveraging the flexibility of the API, you can ensure that your historical data remains intact and accessible for your support agents.
This guide will walk you through the process of moving your data effectively while ensuring a smooth transition for your team.
Define Your Migration Scope
Understanding what moves through the API and what requires a manual touch is essential for a successful transition.
Your core data, including contacts, tickets, and conversation history, can be handled programmatically. In Tidio, contacts are site visitors who have identified themselves via name, email, or phone. These will be migrated into Enchant as customers.
Some elements must be configured manually within the Enchant interface. This includes setting up your operators as users and organizing your departments into inboxes.
For data that does not have a direct one-to-one match, you can use creative workarounds. For example, Tidio's custom properties will be transformed into customer summaries, and the last 30 days of website page history will be preserved as internal notes within tickets.
Any attachments found in your Tidio messages will also be migrated via the API by first uploading them to Enchant's storage.
Prepare Enchant for Data Import
Before you start pushing data, you need to set up the foundation within your new environment. Begin by manually creating your users, who represent your chat agents or customer service representatives.
You also need to define your inboxes to match your Tidio departments, such as your General department or specific, specialized teams.
Once the organizational structure is ready, you must establish a secure connection. You will need to install the API app from the apps tab in your help desk settings to generate an access token. This token acts as a bearer credential, granting the necessary permissions to move your data securely over HTTPS.
Migrate Objects
The first logical step in your data migration is moving your Tidio contacts into Enchant as customers. Tidio contacts are defined by their interactions with your widget and can have various custom properties.
Enchant stores these as customers, which serve as the primary record for anyone reaching out for support.
Next, you should handle your attachments. Because Enchant requires you to upload files first to receive a unique identifier before they can be linked to a message, this step must happen before you move your conversation history.
You will need to provide the file name and the base64 encoded data for each document.
Once your customers are established, you can begin recreating your tickets. In Tidio, a ticket is a record of a complex conversation that might involve emails or internal messages.
In Enchant, a ticket is the core container for these conversations and always belongs to a specific inbox and customer. While Tidio supports various interaction types, you will be creating these as email-type tickets in Enchant during the migration.
Finally, you will populate these tickets with messages. This includes both replies, which are the outbound and inbound communications with customers, and notes, which are used for internal team context.
Every message in Tidio can be recreated as a message object in Enchant, ensuring the full dialogue is preserved. This sequence ensures that every piece of data is correctly linked to its parent object.
Post Migration Configuration
After the data is safely across, there are a few manual steps to take to get your new help desk fully operational.
You will need to rebuild your automated workflows and rules within Enchant, as these configurations are not part of the standard data objects and cannot be moved via API.
Take the time to verify that your labels are correctly applied. While you can set label IDs during the ticket migration, you should manually check that your most important categories are organized to your liking.
Finally, ensure your team has the correct permissions set within the interface so they can immediately begin responding to new inquiries.
Insider Secrets
The real trick to a professional migration lies in how you handle the details that often get overlooked. Tidio only tracks viewed page history for the past 30 days, so it is vital to perform your migration promptly to capture as much context as possible.
Since Enchant does not have a dedicated page history field, creating a private note on the customer's first ticket is an excellent way to keep that history visible to your agents without cluttering the customer profile.
When moving custom properties, remember that Tidio allows for many varied types like URLs or numbers. You can concatenate all these into the single summary field in Enchant to give your operators a quick, searchable snapshot of the customer's background.
Also, pay close attention to the rate limits. Enchant allows for 100 credits per minute across your entire account. If you are performing a bulk import of contacts, you might want to use batch strategies where possible, though you must remember that Tidio's batch updates use an all-or-nothing strategy where every contact in the group must be valid.
If you hit a rate limit, the system will return a specific status code, and you should wait for the reset period before sending more data.
Summary
Migrating from Tidio to Enchant is a structured process that preserves the integrity of your customer relationships. By following the correct order, starting with customers and finishing with detailed conversation messages, you ensure data consistency.
Utilizing workarounds for page history and custom properties ensures that no valuable context is lost during the move. With your team and inboxes ready, your support operation can continue seamlessly in its new, more powerful environment.
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.