Migrate from Gladly to Intercom with precision & ease

A seamless, customizable migration solution for moving your Gladly data with perfect fidelity and minimal disruption.

Book free consultation
Gladly
Intercom
MIGRATION OVERVIEW

Why teams migrate from Gladly to Intercom

Migrating from Gladly to Intercom is a high-complexity data-model translation project with no native migration path. Gladly's person-centric architecture stores all customer interactions in a single, lifelong Conversation Timeline without ticket numbers, while Intercom treats each interaction as a discrete Conversation object hard-limited to 500 parts. Custom extraction and transformation scripts are required to split timelines into separate conversations, normalize unsupported channel types (voice, voicemail, Instagram Direct) into internal notes, flatten nested topic hierarchies into tags, and convert timestamps from ISO 8601 to Unix epoch — along with manual rebuilding of routing rules, SLA policies, People Match logic, and AI configurations.
KEY CHALLENGES

What makes this migration complex

These are the architectural mismatches and technical hurdles specific to a Gladly to Intercom migration.

Most Critical

Continuous Timelines vs. Discrete Conversations

Gladly's single lifelong customer timeline must be decomposed into multiple discrete Intercom Conversations, and any Gladly Conversation exceeding 500 items must be further split into linked Intercom Conversations.

Silent Data Truncation Risk

Gladly's API silently caps conversation lists at 100 per customer and timeline items at 1,000 per conversation, signaled only by a response header that extraction scripts must explicitly check to avoid undetected data loss.

Unsupported Channel Type Normalization

Voice calls, voicemails, and Instagram Direct messages have no native Intercom conversation type and must be stored as internal notes with metadata such as call duration and recording URLs.

Topic Hierarchy Flattening

Gladly's nested topic structures must be flattened into Intercom's flat tag model, requiring decisions on whether to encode hierarchy paths as concatenated tag strings or discard depth.

Rate Limit Throughput Bottleneck

Gladly's REST API is limited to 10 requests per second with non-paginated, truncated responses on key endpoints, making it the primary throughput constraint for large-scale extractions.

Automation and Rules Rebuild

Gladly routing rules, SLA policies, People Match identity resolution logic, and Sidekick AI configurations have no API-portable equivalents and must be manually recreated as Intercom Workflows and SLA rules.

COMPLETE COVERAGE

Intelligent Human-Verified Data Mapping

Our migration engineer precisely maps every data point from Gladly to Intercom, ensuring perfect continuity for your customer support operations.

Gladly
Intercom
Customer (Profile)
Contacts (Users)
Conversation
Tickets
Conversation Item
Messages
Topic
Ticket Types
Contact (Email/Phone/Social)
Contacts (Users)
Custom Attribute
Data Attributes
Note (Customer)
Notes
Answer (Knowledge Base Article)
Articles
Answer Category
Article Collections
Attachment
Not Available
External Customer ID
Data Attributes
Canned Reply / Macro
Not Available
SLA Policy
Not Available

Looking for more entity mappings?

Contact our team
MIGRATION RISK ASSESSMENT

Every migration risk, already solved

Migration between platforms is full of edge cases. Our engineers have identified every risk from Gladly to Intercom and built proven solutions for each one.

Migration Challenge ClonePartner Status
High Complexity —
Solved
Conversations
Gladly's lifelong timelines must be split into discrete Intercom Conversations with a 500-part limit, and the API silently truncates conversation lists at 100 per customer, risking undetected history loss.
Solved
Conversation Items (Voice/Voicemail)
Intercom has no native voice channel, so call recordings, durations, and IVR paths can only be preserved as internal note text or attachment URLs with significant metadata loss.
Solved
Routing Rules / SLA Policies
Gladly routing rules, SLA configurations, and People Match identity resolution logic have no API-exportable equivalent and must be fully reconstructed manually in Intercom Workflows.
Solved
Custom Engineering —
Handled
Contacts
Gladly allows multiple emails and phones per customer and auto-merges profiles, while Intercom deduplicates on external_id or email, requiring careful identity strategy to avoid creating duplicate contacts.
Handled
Conversation Items (Chat/Email)
Chat and email items map to conversation parts, but HTML is not supported in the initial conversation body and timeline items are silently capped at 1,000 per conversation.
Handled
Topics / Tags
Gladly's nested topic hierarchies must be flattened into Intercom's flat tag structure, losing organizational depth unless path strings are encoded into tag names.
Handled
Tasks / Tickets
Gladly Tasks with due dates and assignees map to Intercom Tickets, but require pre-configured custom ticket types to preserve structured lifecycle attributes.
Handled
Custom Attributes
Intercom Custom Data Attributes must be pre-created with exact type definitions via the Data Attributes API before any contact data can be loaded, adding sequencing complexity.
Handled
Clean Transfer
Answers / Articles
Gladly Answers map relatively cleanly to Intercom Articles, with sections mapping to Collections and audiences mapping to Help Center audiences.
Clean
Agents / Teammates
Agent profiles map to Intercom Teammates by email address, but all agents must exist in Intercom before conversation import to ensure proper attribution.
Clean
3 high-complexity solved
5 custom-engineered
2 clean transfers
CUSTOM MIGRATION

Fully customizable engineer-led migration

Tailor your migration from Gladly to Intercom exactly to your needs with our flexible customization options. Our experts will configure the perfect migration plan for your business.

Migration Filters

Conversation Type

Filter by chat, email, or social media conversations

Tag-Based Selection

Migrate tickets with specific tags only

User Selection

Migrate tickets for specific users or agents

Time Range

Migrate tickets from a specific time period

Data Types

Tickets & Conversations

Full conversation history with all metadata

Automations & Macros

Workflows, templates, and automation rules

Knowledge Base

Articles, categories, and help center content

Customer Profiles

Customer information and interaction history

ZERO DOWNTIME

Your timeline. Our engineers.

A dedicated engineer runs your migration, planned around your schedule and your data.

No babysitting a wizard. Avoid debugging errors yourself.

Looking for a more detailed migration timeline?

Contact our team

Speed

The migration timeline depends on both our turnaround time and yours.

We can complete a migration in under a day when the accounts are connected and the sample migration is approved promptly.

Background Sync

We also support migrating the newest records first, so you can go live faster while the rest of the data is synced in the background.

Data Volume Impact

Larger data volumes may require longer migration windows.

Continuous Operation

Weekend migrations minimize disruption to your customer service operations.

MIGRATION TIMELINE

Your Gladly to Intercom migration, step by step

See how long your migration will take from start to finish. Drag the slider to estimate based on your data volume.

How many records are you migrating?

<10K 50K 100K 250K 500K 1M 2M 5M 10M+
Checklist ~3 days
Sample 1 day
Review ~2 days
Full 2 days
Delta 1 day
Your team ClonePartner

Estimated total

~9 business days

1

Migration Checklist

1 day · ClonePartner ~2 days · Your team

We prepare the optimal data mapping as a shareable spreadsheet. Your team reviews, approves, and adds any customizations.

2

Sample Migration

1 day · ClonePartner

We run a test migration with a representative sample of your data to verify mapping accuracy and identify any potential issues before the full run.

3

Review & Approve

~2 days · Your team

Your team reviews the sample migration results, confirms data accuracy and mapping, and gives the go-ahead for the full migration.

4

Full Migration

2 days · ClonePartner

We execute the complete migration of all your data to your new Intercom, with real-time progress tracking and comprehensive logging.

5

Delta Migration

1 day · ClonePartner

We capture and transfer any new data that was added or updated during the main migration to ensure no data is lost. This final sync keeps everything current.

Timeline is an estimate. Actual duration depends on API rate limits, data complexity, and your team's availability.

Get an exact timeline

Complete Technical Guide

How to Migrate from Gladly to Intercom: The Complete Technical Guide

Gladly to Intercom migration requires splitting continuous customer timelines into discrete conversations under Intercom's 500-part limit. Expect 2–4 weeks for 50K–150K items.

25 min read

Read the guide

Pros and cons of different migration options

Choosing the right approach is key because migrating from Gladly to Intercom isn't just about moving data – it's about protecting customer relationships.

Feature / Criteria ClonePartner Automated Tools CSV Import In-house migration
Custom Scripting for complex data ✓ Engineers build & maintain ✗ No ⚠ Manual ✓ Yes – but costly
Sandbox & Pilot Migrations ✓ Full sandbox + pilot plans ⚠ Limited ✗ No ⚠ Often Informal
Manual validation & reconciliation ✓ Automated + manual QA ✗ No ✓ Yes (Manual) ✓ Heavy manual effort
Backup & rollback plan ✓ Robust procedures ✗ No ✗ No ⚠ Often incomplete
Handles automation and integrations ✓ Full support ⚠ Partial ✗ No ⚠ Possible but fragmented
Post-migration engineer support ✓ Dedicated engineers ✗ No ✗ No ⚠ Limited SLA
Adaptable to API changes ✓ Proactive adaptation ✗ No ⚠ Manual fixes ⚠ Slower response
Turnaround / SLA predictability ✓ Predictable SLAs ⚠ Fast but brittle ⚠ Slow and manual ⚠ Often slower
Data Security & Compliance ✓ High – enterprise grade ⚠ Medium (depends) ⚠ Low (manual) ⚠ Hidden gaps common
Pricing predictability ✓ Transparent & fixed ⚠ Low (per-job) ⚠ Low (manual hours) ⚠ High/variable OPEX
End-to-end project management ✓ Full E2E delivery & PM ✗ No ✗ No ⚠ Often partial
Business impact & opportunity cost ✓ No diversion of staff ✗ No ✗ No ⚠ Diverts engineering

What does an Engineer-led migration mean anyway?

Speed & Accuracy: Our Blended Method

We blend automation (smart scripts, bulk APIs) with human expertise for speed without risk. Our engineers manually check every mapping, validation, and exception.

You get:

  1. Speed of automation for bulk record migration
  2. Precision of engineers verifying integrity and business logic
  3. Pilot migrations and sandbox testing to catch issues early
  4. Real-time validation reports and rollback readiness
Result: 50x faster migrations than manual imports — with near-zero error rates.

Handling the Tricky Tech and API Details

The Gladly and Intercom APIs each behave differently, which is where our engineers shine. We build custom logic to handle the data quirks where generic tools typically break.

We handcraft API logic for:

  1. Field mapping and transformation
  2. Pagination, rate-limit handling, and throttling
  3. Preserving conversation threads, attachments, and internal notes
  4. Syncing custom fields, SLAs, and macros without breaking structure
Our scripts: Natively retry failed calls, re-queue large attachments, and ensure data parity.

No Guesswork

We don't just promise smooth migrations—we measure and prove them. Every client receives a Migration Validation Report with all metrics.

Typical results across projects:

  1. 100% record-count parity between your Gladly data and Intercom
  2. Zero downtime during staged cutovers
  3. 99.9% attachment integrity (verified via checksum)
  4. Full automation and preservation of all business rules
Our standard: Includes full SLA preservation and 48 hours of engineer-assigned support post go-live.

We Adapt to Your Setup (Not the Other Way Around)

No two teams configure Gladly or Intercom exactly the same way—with unique automations and data. We customize every migration script to fit your exact workflow, tags, and triggers.

Our engineers adapt for:

  1. Custom fields, ticket forms, and workflows
  2. Multi-brand or multi-language setups
  3. Historical imports and partial (date-based) migrations
  4. Integration re-mapping for CRMs, chat, or feedback tools
The promise: If your data doesn't fit a standard template, we build one just for you.

Enterprise-Grade Security & Compliance

Your customer data is precious. Our migration process maintains the highest standards of security and regulatory compliance.

SOC 2 Type II

Independently audited compliance with rigorous security standards

ISO 27001

Certified information security management system

GDPR

Full compliance with EU data protection regulations

HIPAA

Certified for handling protected health information

AES-256 Encryption

Bank-grade encryption for all stored credentials

Latest TLS

Secure transfer protocol for all data in transit

Role-Based Access

We follow role-based access control for every migration project

Scheduled Deletion

Automatic data purging after migration completion

FAQ

Frequently Asked Questions

Everything you need to know about migrating from Gladly to Intercom. Can't find what you're looking for? Talk to our team.

Who can view my data?
For each migration project, you'll be assigned a migration engineer. Only the migration engineer can view your data. No one else at ClonePartner can view your data.
Can I sign an NDA?
If you are reaching out to us via one of our partners, we already have an NDA signed with them that unilaterally applies to all their customers. If you are reaching us directly and need an NDA signed, we'll be happy to sign your NDA or ours.
How long does the Gladly to Intercom migration take?
Most migrations complete within 1–5 business days, depending on data volume and complexity. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.
Will my team lose access to Gladly during the migration?
No. Your source system remains fully operational throughout the entire migration. We run the migration in the background with zero downtime to your current operations.
Will there be downtime when migrating from Gladly to Intercom?
No. Our migration process is designed for zero downtime. We use a staged approach with background sync and a fast cutover, ensuring no disruption to your live business operations.
How do I validate that everything migrated correctly?
Every client receives a Migration Validation Report with comprehensive metrics including record-count parity, attachment integrity verification via checksum, and full audit logs. We also offer unlimited sample migrations so you can verify before committing.
Do I need professional help for this migration?
While simple migrations can sometimes be handled in-house, professional help ensures zero data loss, proper field mapping, and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.
Does ClonePartner provide guidance before committing?
Yes. We provide a free consultation and assessment. We'll review your data structure, discuss your requirements, and provide a detailed migration plan and fixed-price quote before you commit to anything.

Still have questions?

Book a free 30-minute consultation with our migration engineers. We'll walk you through the exact approach for your Gladly→Intercom migration.

Contact our team

Ready to start your
Intercom Migration?

Join hundreds of businesses who have successfully migrated with ClonePartner. Let's discuss your migration needs and build a plan that works for you.

Book free consultation

Attention to Detail

We meticulously handle every aspect of your migration, ensuring no data is lost during transfer and mapping every field correctly between platforms.

Custom Solutions

Every business is unique. We tailor your migration strategy to match your specific requirements, workflows, and data structures.

Security & Compliance

Your customer data is handled with enterprise-grade security protocols, ensuring compliance with GDPR, HIPAA, and industry standards.