Choosing the right platform for your customer conversations is a major milestone for any growing support team.
Moving from Trengo to Enchant allows you to consolidate your tools into a powerful, streamlined workspace.
This guide will walk you through the entire process of moving your data while ensuring your team remains productive throughout the transition.
Defining Your Migration Scope
A successful migration begins with a clear understanding of which data moves via automation and which requires a human touch.
You can use the API to move high-volume data such as your Users, Profiles, Contacts, and Labels. Your historical conversation data, including Tickets, Replies, and Notes, should also be migrated using the API to maintain a complete customer history.
Some structural elements, like your Help Center articles and categories, are better suited for manual migration to ensure formatting remains perfect.
Certain Trengo-specific features like Ticket Results, Contact Groups, and Boards will not have a direct home in the Enchant API and should be archived or recreated manually within the new interface.
This allows you to clean up your data and start fresh without bringing over outdated organizational structures.
Preparing Enchant for Data Import
Before you begin pushing data, you must prepare the environment to receive it. Enchant uses a site identifier and a bearer token for authentication, which you can obtain by installing the API app in your settings.
One of the most important steps is rebuilding your Trengo Teams as Inboxes in Enchant. Since every ticket in Enchant must belong to a specific inbox, having these containers ready is essential for a smooth import.
You should also take this time to manually set up your custom fields within the Enchant settings. While the data itself will be moved later, the structure needs to exist so that the incoming information has a designated place to land.
Migrating Your Objects
Maintaining a logical sequence is the secret to a migration that feels effortless. You should begin by creating your Users so that every imported ticket can be assigned to the correct team member.
Once your team is in place, you can move your Profiles, which Enchant refers to as Customers.
After the customer records are established, you can attach their Contacts, such as email addresses and phone numbers, to ensure their identity is consistent across all channels.
You should then create your Labels in Enchant so they are available to be tagged onto tickets as they arrive.
The next step involves Attachments, which require a unique approach because they must be uploaded individually to get an ID before they can be linked to a conversation.
For the Tickets themselves, you can migrate email types directly through the API. Because Enchant only allows the creation of email-type tickets via the public API, you will need to use a workaround for non-email tickets like WhatsApp or SMS.
You can create these as email tickets and then use a label to denote their original source channel.
Finally, you will import the Messages, which includes both customer Replies and internal Notes.
If you have Custom Fields in Trengo, a great workaround is to concatenate that data into the Enchant Customer summary field or add it as a private note on the ticket. This ensures that no critical metadata is lost during the move.
Post Migration Configuration
Once the data is safely tucked away in Enchant, you need to rebuild the logic that makes your help desk run. This includes manually recreating your Quick Replies so your agents can respond to common queries with speed.
You will also need to re-establish your Webhooks and any automated Journeys or workflows that were previously handling ticket routing in Trengo.
If your team used the VoIP logging features in Trengo, you should check your call logs and ensure your external phone integrations are properly linked to the new system. Taking these manual steps ensures that the automation you relied on is ready to go on day one.
Insider Secrets
Experienced developers know that the small details often determine the success of a migration.
The Enchant API is rate-limited to 100 credits per minute, so you must build a script that respects these limits to avoid 429 errors.
When handling Attachments, remember that the data must be Base64 encoded before it is sent.
Another important tip is that Enchant represents timestamps in UTC using the ISO8601 format, which matches the Trengo reporting structure.
If you find that the API is rejecting a request to modify a resource, double-check that you are using the correct JSON content type header. Because non-email tickets cannot be created directly, using the "email" type workaround is the only way to bring over your SMS and social media history.
Summary
Migrating from Trengo to Enchant is a strategic move that provides your team with a robust, omnichannel environment.
By following a logical sequence that starts with Users and Customers before moving to Tickets and Messages, you maintain the integrity of your data.
While some elements like the Help Center and workflows require manual effort, the result is a clean and efficient workspace.
With careful planning and a bit of technical preparation, you can ensure a seamless transition for both your team and your customers.
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.