The Complete Guide to Migrating from Tidio to Kustomer

Making the transition from Tidio to Kustomer is a powerful step toward a more unified and data rich customer service experience.

Kustomer acts as a comprehensive customer relationship management platform that brings every part of your service toolkit into one workspace.

By moving your data, you are not just switching tools but building a more complete history for every person who interacts with your brand.

This guide will walk you through the essential steps to ensure your migration is smooth and your team is ready to hit the ground running.

Define Your Migration Scope

Before you begin the technical heavy lifting, you need to understand which parts of your Tidio environment can be moved automatically and which require a human touch.

API Migration Scope

The bulk of your historical data should be handled via the API to ensure accuracy and speed. This includes your contact list, which Kustomer identifies as customers.

You can also push through your historical conversations and the specific messages within them. Additionally,

Tidio departments translate directly to teams, and your viewed pages history can be migrated into Kustomer as tracking events to preserve visitor context.

Manual Configuration Scope

Certain structural elements must be configured by hand within the Kustomer interface. While you can use the API to invite operators (users), you will still need to manually define their specific roles and permissions to ensure security.

Project level information and general account preferences from Tidio should also be recreated in the Kustomer settings panel.

Business schedules, which govern your availability and response times, must be rebuilt to match your current operations.

Archival Scope

It is standard practice to consider the age of your data. Standard object searches in Kustomer typically focus on data updated within the last two years.

If you have extremely old interaction data in Tidio that you rarely access, you might choose to migrate it specifically for use in Kustomer's archive search.

This keeps your active workspace clean while ensuring you never lose access to your long term history.

Prepare Kustomer for Data Import

Rebuilding your foundation in Kustomer before the data arrives is the best way to prevent errors. Ensure the following configurations are in place:

• Define Custom Attributes: Look at your Tidio contact properties and create corresponding custom attributes in Kustomer so there is a designated home for every piece of metadata.
• Establish Teams: Create the team structures that mirror your Tidio departments.
• Set Up Business Schedules: Configure your operating hours and holidays so that your metrics stay accurate after the move.
• Create Conversation Tags: Establish a tagging library for your conversations to help with reporting and organization.
• Configure Klasses: If you have unique data structures that do not fit standard models, define custom Klasses to handle them.

Migrate Objects

The actual migration follows a logical sequence to ensure that every message or interaction is correctly linked to the right person and team.

Data Mapping

1. Teams and Users: You must first establish who is doing the work. Tidio departments map to Kustomer teams, and Tidio operators map to Kustomer users. Creating these first allows you to assign historical ownership correctly during the interaction import.
2. Customers and Properties: Next, you move your contact list. Tidio contacts are created as Kustomer records, and their unique properties are stored as custom attributes. This step is critical because every conversation needs a customer ID to attach to.
3. Conversations and Messages: Once your customers exist, you can import the interaction history. Tidio's chat history maps to Kustomer conversations and messages. Kustomer creates an empty conversation first and then populates it with individual message instances.
4. Tickets: Tidio often treats tickets as more complex, long term interactions. In Kustomer, these are also migrated as conversations, but you should apply specific tags to distinguish them from standard chats.
5. Tracking Events: To maintain a view of the customer journey, move Tidio's "Viewed Pages" history into Kustomer as tracking events. These events populate the customer timeline, showing agents exactly what the visitor was looking at before they reached out for help.

Post Migration Configuration

After the data is successfully in the system, you must build the logic that makes Kustomer work for you:

• Build Workflows: Create automations that trigger when events occur, such as automatically tagging a conversation or assigning a user.
• Design Queues and Routing: Set up the rules that organize incoming conversations and route them to the appropriate agents.
• Create Shortcuts: Rebuild your canned responses as shortcuts to help your agents respond faster.
• Organize Knowledge Base: Set up your public or internal articles and categories to help customers help themselves.
• Establish SLAs: Define your service level agreements so you can track performance and breach times.

Insider Secrets

1. Bypass Rate Limits with Timestamps: When you are migrating thousands of historical messages, include the importedAt attribute in your data body. This tells Kustomer the data is old, which allows you to bypass the standard rate limits for creating new objects.
2. Efficiency Through Bulk Endpoints: Never migrate records one by one if you can avoid it. Using bulk creation endpoints for customers, conversations, and messages is significantly faster and more reliable for large datasets.
3. Preserve the Visitor Journey: Many people forget to move "Viewed Pages" data because it isn't a "conversation." By pushing this as a tracking event, you give your agents a massive advantage by letting them see exactly which products a customer viewed before asking a question.
4. Tagging for Clean Reporting: Because Tidio separates "Tickets" and "Chats" but Kustomer treats both as conversations, always apply a "migrated_ticket" tag during the import. This ensures your future reporting can still distinguish between these different interaction types.

Summary

Migrating from Tidio to Kustomer is a major upgrade that turns your support history into a powerful CRM asset.

By clearly defining your scope, preparing your custom attributes ahead of time, and following a logical import sequence, you ensure that no customer context is lost.

Remember that the post migration phase is where the magic happens, as you build the workflows and routing rules that will define your new, more efficient way of working.

Once the data is in, your team will have a truly 360 degree view of every customer they serve.

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.

Further Reading:

• Kustomer
• Tidio