Will original ownership, authorship and created dates be preserved?
Yes. Created-time metadata is carried across, and ownership and authorship are carried across where the original users are set up in Document360. Where Document360 cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If the new system can't natively support an old record type, what are my options?
We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Document360, review sample records from it and propose how it can be represented, based on what Document360 supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.
What happens to Intercom content or formatting that has no equivalent in Document360?
We map it to the closest equivalent Document360 offers and agree that mapping with you before the migration runs. The sample migration then shows you the result on your own content, so you can see how anything without a direct match comes across before the full run.
Will our Intercom design and theme carry over to Document360?
No. The visual theme is set up separately in Document360, because each platform builds its theme in its own way and themes don't convert from one platform to another. Your articles migrate as normal, so the new theme can be applied on top of them.
Will the migration set off automations or send emails or notifications to customers, our team or anyone else?
No. Before the sample or full migration starts, we confirm with you that nothing in Document360 will send messages about the migrated data: we import with notifications switched off wherever Document360 allows it, and either pause any automation that could send them for the migration window or give it a condition, such as a suppression tag, that skips migrated records, which lets your live automations keep running for new records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.
Can you migrate data that Document360 can't take in through an API?
In many cases, yes. Where something can't be written through an API, we recreate it through Document360's user interface where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.
What happens if Document360 requires fields our Intercom data doesn't have?
We check the destination for required fields your source data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where Document360 lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.
How will we tell migrated records apart from the ones already in Document360?
We can mark every migrated record in Document360, for example with a custom checkbox field such as "Migrated from Intercom", so your team can tell migrated data apart from records created there. We agree the marker with you during scoping so it fits how your team uses Document360.
Do we need to convert tables or clean up our Intercom articles before the migration?
No. We read each article's original content from Intercom and transform it in our migration scripts before loading it into Document360, so your team doesn't need to convert tables to text or screenshots first. You can check how tables come across in the sample migration before the full run.
If our Intercom articles have translations, will they stay linked to the originals as language variants in Document360, rather than becoming separate articles?
Yes, where Document360 supports language versions. We keep each translation linked to its original article as a language version rather than creating it as a separate article. Links between articles are rewritten to point at the new articles as well.
Will our Intercom articles and documents keep any comments, inline images and attachments in Document360?
Usually, yes. Images, including the inline images in your articles, and attachments are downloaded from Intercom and uploaded into Document360, and the image links inside each article are rewritten to point to the new location, so they no longer depend on your old account. Comments can be migrated too where both platforms support them, but some platforms show the migration account as their author, or can't keep the highlight that ties a comment to its passage, so we can add the original commenter and date to each comment. How cleanly comments and embedded images come across depends on the source, so we check it on a sample of your own documents before the full run.
Can you migrate the version history of our Intercom content to Document360, and is there a limit on how many versions come across?
It depends on Document360: some platforms can't take version history at all. Where a platform can't take it, each document arrives as its latest version, with an authorship and "migrated from" line added. Where Document360 can hold past versions, any cap on how many it keeps is Document360's own, so we confirm it with you during scoping.
Will our Intercom page hierarchy, structure and categories stay the same in Document360, or do we need to set them up first?
By default they carry over wherever the new platform supports them, and you don't need to set them up beforehand. We recreate your page tree or categories in Document360 as part of the migration, wherever it supports them, so each page keeps its place under the same parent, and once every page exists, a second pass points internal links at the new pages. Where Document360 organises content differently, we agree the mapping with you first, and any categories you'd rather leave behind are agreed during scoping. You review the structure in the sample migration before the full run.
Can you reorganize our Intercom folder and page structure during the migration, for example if Document360 allows fewer levels?
Yes. You can set up the structure you want in Document360 first, and we write the migration scripts to place each page into it. Or we migrate everything as it is and restructure it afterwards through Document360's API where it allows that, which is faster than moving pages by hand. Where Document360 allows fewer levels than Intercom, we agree with you how each level maps before anything runs, and the sample migration shows the result.
Superhuman Docs (Coda)
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