List what needs to move
Conversations are only part of a helpdesk. Inventory contacts, agents, teams, private notes, attachments, tags, knowledge articles and saved replies. Separately record channel settings, routing and automation rules. Those settings usually need to be configured in the destination rather than assumed to travel with the data.
Choose the right import path
Message offers source-specific migration flows and a prepared CSV or normalized JSON path. Check the guide for your provider before exporting. A provider export is not automatically the same format as an import template. Map stable source IDs, authors, timestamps and visibility deliberately.
Review a small sample
Include an open request, a resolved request, a private note, an attachment and a long conversation. Check record counts and read the imported conversations. Knowledge should be reviewed before publication. Resolve mapping problems before running the full import.
Switch one channel at a time
Agree who owns the cutover and how to detect missed replies. Test inbound and outbound delivery, routing and agent notifications. Keep the old system accessible until your team has reconciled the import and confirmed live traffic. Visit the migration directory for provider-specific scope.
Keep going
Put the next step into practice, or ask us about your setup.