Moving your customer communication hub is a significant step toward a more unified team experience. Transitioning from Tidio to Trengo allows your business to consolidate various channels into one powerful inbox.
While the technical side might seem daunting, approaching it with a clear strategy ensures that your agents do not lose a single beat of customer history.
This guide will walk you through the logic and the steps required to make this transition as smooth as possible.
Defining Your Migration Scope
Before you begin moving data, you must categorize what goes where. Not every piece of information is handled the same way.
What to Migrate via API
The bulk of your historical and structural data should be moved through the API to maintain accuracy and save time.
This includes your list of operators, the departments they belong to, and your entire database of identified contacts.
Most importantly, the history of your conversations, including the tickets and the individual messages within them, should be pushed through the API to ensure they are correctly linked to the right customers and agents.
What to Configure Manually
Certain elements of your setup are better built by hand to take advantage of Trengo’s unique features. Your general project settings, branding, and authenticated project information fall into this category.
Logic-heavy components, such as your AI assistant’s data sources and the specific paths of your automated journeys, also require manual attention.
While you can export the raw data from Tidio’s Lyro, the interactive logic must be reconstructed within the Trengo interface.
What to Archive
You may find that some data is no longer useful for daily operations but remains necessary for compliance or long term reporting.
This might include viewed page histories that are older than 30 days or logs of operators who are no longer with the company.
Instead of cluttering your new Trengo environment with this "cold" data, export it into a CSV or external database for safekeeping.
Prepare Trengo for Data Import
Setting the stage in Trengo is vital before you start pushing data through. Complete these configurations first:
- Define your custom fields for both contacts and tickets so there is a designated spot for every Tidio property.
- Establish your teams to mirror or improve upon your Tidio department structure.
- Create your user accounts for all active operators to ensure they can be assigned to historical tickets.
- Set up your communication channels, such as email or WhatsApp, to receive the incoming message history.
- Create your help center structure, including categories and sections, if you plan to move your knowledge base articles.
Migrate Objects
The secret to a successful migration lies in the order of operations. You must build the framework before you can hang the details.
Step 1: The Structure (Custom Fields and Teams) Begin by pulling your contact properties and departments from Tidio. In Trengo, these become custom fields and teams. This step is essential because it defines the "tags" and "groups" that your data will eventually inhabit.
Step 2: The People (Users and Contacts) Once the structure exists, move your operators into Trengo as users. Follow this by importing your contacts. Tidio identifies contacts by name, email, or phone number, which maps perfectly to Trengo’s contact profiles.
Step 3: The Content (Tickets and Messages) With your users and contacts in place, you can now migrate tickets. Once a ticket is created in Trengo, you can begin importing the messages that belong to it. This ensures that every message is correctly associated with a specific customer and a specific support case.
Data Mapping
Tidio Object | Trengo Target |
Operators | Users |
Departments | Teams |
Contact Properties | Custom Fields |
Contacts | Contacts |
Tickets | Tickets |
Messages | Import Message |
Contact Notes | Contact Notes |
Project Info | Settings |
Lyro / AI Data | Journeys |
Help Center | Help Center |
Post Migration Configuration
Once the data is in, you need to turn the lights on by setting up the "brain" of your new inbox:
- Rebuild your automated workflows and rules to ensure incoming tickets are routed to the right teams.
- Create your quick replies to help agents answer common questions faster.
- Set up your ticket results to track why customers are reaching out.
- Configure webhooks if you need to send Trengo data to other internal systems.
- Set up your reporting dashboards to begin tracking agent performance and ticket metrics.
Insider Secrets
- Trengo has a strict rate limit for importing historical messages. You are restricted to 60 messages per minute. If you have a massive history, plan for your script to run over several days.
- Tidio’s "General" department is a catch-all that includes every operator. When migrating this to Trengo, you should decide if you want to keep it as a broad team or split it into more specialized groups for better efficiency.
- When importing messages, Trengo distinguishes between text based messages and email based messages. Make sure your migration script identifies the original source in Tidio to use the correct import endpoint in Trengo.
- Attachments in messages require a two-step process. You must upload the file first and then send the message immediately after, as unused uploads are cleared out of the system automatically.
- If you are moving WhatsApp data, you cannot simply import old templates. You must get your templates pre-approved again through the Trengo interface before you can use them for proactive outreach.
- Tidio identifies contacts through a "distinct_id" or contact ID. Ensure you store this ID in a hidden custom field in Trengo during the import so you can reference it if you ever need to troubleshoot the original Tidio source.
- Help center articles in Trengo are built using "blocks." When migrating your knowledge base, you might need to parse your Tidio HTML into these block formats to keep the formatting clean.
- Notes in Tidio are often buried in contact properties. In Trengo, they have their own dedicated endpoint, which makes them much more visible to agents during a conversation.
- Don't forget to map your "Favorited" tickets. Trengo has a specific endpoint to mark tickets as favorites, allowing you to preserve the "high priority" status your agents were used to in Tidio.
- If you use custom channels in Tidio, Trengo provides a "Store custom channel message" endpoint that is perfect for non-standard integrations.
Summary
Migrating from Tidio to Trengo is a strategic move that sets your team up for more organized, data-driven customer service.
By following a logical sequence: building your structure first, importing your people second, and moving your conversation history last: you maintain a high level of data integrity.
While the API handles the heavy lifting, your manual touches in the help center and automated journeys will define the quality of your customer’s new experience.
Take your time with the rate limits, verify your mappings, and you will find your team working more effectively in their new unified inbox.
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.