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Overview

Migrate your customer support to WhatsApp Team Inbox in a few hours with minimal disruption.
1

Export existing data

2

Set up WhatsApp Team Inbox

3

Import customers and history

4

Train team

5

Go live

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Migrating from Intercom

1

Export from Intercom

Export contacts:
  1. Intercom → Settings → Data export
  2. Select “Contacts”
  3. Download CSV
Export conversations:
  1. Settings → Data export
  2. Select “Conversations”
  3. Download JSON
2

Prepare data

Map Intercom fields to Team Inbox:
IntercomTeam Inbox
user.emailcontact.email
user.phonecontact.phone
user.namecontact.name
tagscontact.tags
conversations(import as notes)
3

Import to Team Inbox

# Import contacts
npm run import:contacts intercom-contacts.csv

# Import conversation history as notes
npm run import:history intercom-conversations.json

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Migrating from Zendesk

Similar process:
  1. Export: Zendesk → Admin → Data Export
  2. Transform: Use migration script
  3. Import: Contacts and ticket history
Contact us for Zendesk migration assistance

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Migrating WhatsApp Integration

1

Get WhatsApp Business API access

If not already using WhatsApp Business API:
  1. Apply through Meta
  2. Get business verified
  3. Register phone number
WhatsApp setup →
2

Update webhook URL

Point WhatsApp webhook to Team Inbox:Old: https://intercom.com/webhook/... New: https://your-domain.com/api/webhooks/whatsappChange in Meta Developer Console
3

Test thoroughly

  1. Send test messages
  2. Verify receipt in Team Inbox
  3. Reply and confirm delivery
  4. Check all team members can access
4

Switch over

Gradual rollout recommended:
  • Week 1: Use both systems in parallel
  • Week 2: Primary on Team Inbox, Intercom as backup
  • Week 3: Fully on Team Inbox

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Migration Checklist

Pre-Migration
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
☐ Export all customer data
☐ Document current workflows
☐ Set up Team Inbox infrastructure
☐ Configure WhatsApp Business API
☐ Import customer contacts
☐ Train team on new system
☐ Create quick reply templates
☐ Set up integrations (CRM, etc.)

During Migration
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
☐ Update webhook URLs
☐ Test message sending/receiving
☐ Monitor both systems initially
☐ Have rollback plan ready

Post-Migration
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
☐ Cancel old service (after 1-2 weeks)
☐ Update customer-facing documentation
☐ Announce to customers (if needed)
☐ Gather team feedback
☐ Optimize based on usage

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Common Migration Questions

Conversation data:
  • Import as notes/context
  • Maintain in old system for reference
  • Export before canceling old service
Going forward:
  • All new conversations in Team Inbox
  • Full history preserved
Timeline:
  • Setup: 2-4 hours
  • Data import: 1-2 hours
  • Team training: 1-2 hours
  • Testing: 1-2 hours
  • Total: 1 day for small team
Larger teams: Plan 1-2 weeks for full migration
Yes! Recommended approach:
  • Week 1: Parallel (both active)
  • Week 2: Gradual shift (Team Inbox primary)
  • Week 3: Team Inbox only
Allows team to adapt gradually
Communicate change:
  • Send announcement before migration
  • Update website/help docs
  • Set auto-reply in old system
Example message:
We've upgraded to faster WhatsApp support!
Please message us on WhatsApp: +1234567890

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Need Help?

We offer migration assistance:

Migration Support

Guided migration with our team

Data Import Service

We’ll handle the data import

Team Training

Live training sessions for your team

Custom Development

Custom migration scripts if needed
Contact us for migration help →

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Post-Migration

After successful migration:
  • Monitor performance metrics
  • Gather team feedback
  • Optimize workflows
  • Cancel old service
  • Celebrate cost savings!
Typical savings: $100-300/month 🎉