Importing from Help Scout or Intercom

Bring the last 12 months of conversations over when you switch.

This covers conversations. Your help articles come over separately: see Your knowledge base.

An admin runs the import from the Inbox, under Import. It is a one-time copy, not a connection: nothing is sent back, and nothing keeps the two in step afterwards.

What comes over

Conversations with a message in the last 12 months, each with the customer's messages, your replies and your internal notes, in order.
Each conversation's status and tags, and who it was assigned to, when that person is on your team here. Add your team first.
From Help Scout, your saved replies, with their placeholders turned into ours where there is one.

Not: files (they stay in the old tool), ratings, spam, drafts, and conversations with no customer email or no messages.

From Help Scout

In Help Scout, open Your Profile, then My apps, then Create My App. Any name will do, and the redirect URL can be your own site.
Paste its App ID and App Secret under From Help Scout.
Press Import from Help Scout.
When the import is done, delete the app in Help Scout.

From Intercom

In Intercom, open Settings, then Integrations, then Developer Hub, and create a new internal app. Its access token is under Authentication.
Paste the Access token under From Intercom, and choose Where your workspace is: United States, Europe or Australia.
Press Import from Intercom.
When the import is done, delete the app in Intercom.

The credentials are used for this import only. They are never stored or shown again.

While it runs

The import runs in the background. The page shows how many conversations, messages and saved replies have come over, how many were already here, and how many were left out. Press Refresh to update it, or Stop it to stop after the conversation it is on.

If the service restarts, the run ends. Start it again and it carries on: each conversation comes over once, whole or not at all.

Afterwards

Imported messages say "in Help Scout" or "in Intercom" beside their time.
Nothing is emailed to anyone, and imported replies don't count against today's sending limits.
Imported words are never shown to the AI. Card numbers and secret keys in them are removed, as in any email.
Running the import again adds conversations that are new since. It doesn't add later messages to conversations already here.

Limits

Each run: up to 20,000 conversations and 50,000 items looked at, 6 hours, and 300 messages a conversation.
Each company: up to 50,000 imported conversations and 300 MB of imported text.
A paused company, or one without a plan, can't import.

Still stuck? Write to hello@getswaru.com.