If you are planning (or have already decided) to move your customer success operations from Intercom to Tidio, this guide will help with the crucial steps. Transferring all your data and integrations might not always be available with a single click of a button, but we want to make it as straightforward as possible with a helpful list covered below.
For a general comparison of Intercom and Tidio, please see this resource!
In this article, you will learn:
- How to connect your mailbox(es) with Tidio
- How to integrate your Shopify store with Tidio
- How to integrate Facebook, Instagram, and WhatsApp with Tidio
- How to install Tidio on your website
- How to migrate your ticket data from Intercom
- How to migrate your contacts from Intercom
- How to migrate your macros from Intercom
Connecting mailboxes with Tidio
In Tidio, we offer the Help Desk tool for all your email and ticketing needs. It allows you to connect multiple external mailboxes (Gmail, Outlook, or other) with your Tidio project, and receive all your incoming emails in Tidio as tickets.
If you've been using any external mailbox forwarding in your Intercom account, you can achieve the same in Tidio. We also offer verifying your own domain and setting up different sender addresses from Tidio's Help Desk. You can learn all about connecting your mailboxes with Tidio in our guide here.
Integrating your Shopify store with Tidio
If you've used Intercom with a Shopify store, you can connect the same store with Tidio. Using our dedicated Tidio app from the Shopify Marketplace allows full integration, giving you access to several Shopify-exclusive features - such as viewing your customers' order history, automatically importing new Tidio contacts as customers on your store, or recommending specific products from your catalog while chatting. We also offer a few specialised Flows (automations) that can enhance your Shopify-related support, e.g. by offering store discounts or helping avoid cart abandonment.
To gain access to these functionalities, you need to integrate your Tidio project with Shopify. You can find all the steps detailed in our integration guide here. Another useful resource is our Shopify FAQ, which you can find here.
Integrating Facebook, Instagram, and WhatsApp with Tidio
Tidio offers integrations with Facebook Messenger, Instagram, and WhatsApp. These allow you to receive all your incoming messages directly in Tidio, where you can respond to them quickly, all from one place.
The integrations are simple to implement, but require several conditions to be met. We recommend starting with your Facebook Messenger integration (which allows you to connect several different Facebook Pages), and move on to connecting Instagram and WhatsApp in further steps.
You can find our Facebook Messenger integration guide here; our Instagram integration guide is located here; and the WhatsApp integration guide can be found here.
Installing Tidio on your website
If you are not using Shopify as your website platform (where we have a dedicated Tidio app for full integration, as covered earlier), there are other methods of installing Tidio on your website. These methods are different based on the platform you're using, whether it's WordPress, WooCommerce, Squarespace, or others; you can also install Tidio on a custom-built website, of course.
You can see our detailed installation guides listed here. Please note that you can also install Tidio manually (with JavaScript code) on almost any website, and the steps for that in particular can be found in this specific guide.
Migrating ticket data from Intercom
In Tidio, tickets are managed within our Help Desk - a tool within your Tidio account that lets you manage incoming emails and respond to them. We offer ticket migration as a service to subscribers of our tailored Tidio+ package.
Intercom allows you to export all your most relevant ticket data into a CSV file; this data might not include the actual ticket bodies (text content of your communication), though. This method allows you to gather data such as ticket states, statistics, and other detailed information. You can find more information on exporting the available data in this official Intercom article.
Intercom offers an alternative way to export your tickets - including ticket messages. This can be achieved via API, which is documented in detail on the Intercom developer portal. This method requires more advanced developer knowledge, but should allow you to export your Intercom tickets fully (and will prove useful for other exports later as well).
Tidio+ subscribers can take advantage of our dedicated team's services which can help with migrating all your necessary data into your Tidio account.
Migrating contacts from Intercom
We offer a practical way of importing your existing contacts. In Tidio, all basic customer data is stored in the Contacts segment, and can be browsed whenever needed. You can learn more about importing your contacts list (via CSV or TXT files) in our guide here.
Naturally, we are able to help you import your contacts directly if you are a Tidio+ subscriber.
Intercom allows exporting your user/lead data to CSV files, although there may be some limitations regarding the exact data available. You can learn more about this method from this official Intercom guide.
Alternatively, API can be used for the purpose of exporting this information - possibly with more complete data. It requires developer knowledge, as mentioned earlier, but can prove very useful. You can find all the relevant API documentation on the Intercom developer portal.
Tidio+ subscribers can take advantage of our dedicated team's services, and receive direct help with importing their Intercom contacts into Tidio.
Migrating macros from Intercom
In Tidio, macros are available to use (during live chats or within Help Desk tickets) as Canned Responses. They can be very useful for quickly accessing common responses when you're communicating with customers. Canned Responses can be created manually; which means you can copy your Intercom macros one-by-one if necessary (you can learn all the details on creating and managing Canned Responses from our guide).
For Tidio+ subscribers, however, we offer a service where all your macros can be imported into Tidio in a much smoother fashion.
Sadly, it appears that there is currently no way to export Intercom macros. This means it would require the manual copying of your macro content into a text file or spreadsheet, and then creating Canned Responses in Tidio - based on the macros you had created in Intercom.
Of course, we encourage you to consult Intercom support and developers, as there might be an alternative way to export your macros via API. You may find some useful information on Intercom's official developer portal.
As with tickets and contacts, Tidio+ subscribers can take advantage of our team's services with migrating any macros you may have been able to export.
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