Move your Intercom contacts, useful conversation history, help articles, and saved replies to Crisp, then rebuild and test the support processes your team needs.

Migration: step by step

If you use Fin with another help desk, follow that provider’s export instructions for contacts and conversations. Fin’s knowledge and behavior still need to be configured in Hugo.

Before importing, check your Crisp plan’s features and list the parts of your Intercom setup your team uses daily: contact fields, help-center articles, macros, and handoff rules. These become the acceptance checklist for the migration. For example, an agent should be able to recognize a returning customer, find the right saved reply, and receive an escalated conversation with enough context to continue.

Use the same customer tasks to organize your new setup: macros become Crisp message shortcuts, help content goes into the Knowledge Base, and questions previously handled by Fin need suitable training and guidance for Hugo. Review handoff rules separately so an imported article is not mistaken for a configured escalation process.

I. Import contacts

In Intercom, select the contacts you need and use More → Export users, choosing the columns to include. Download the emailed CSV promptly and keep an untouched copy. Intercom’s export guide explains the available fields and download expiry.

Prepare an email address for each contact and retain the names and customer fields your team needs. Open 👥 Contacts → Actions → Import Contact Profiles in Crisp and map the columns to the corresponding fields.

Test one or two contacts and inspect the resulting profiles before importing the full list. The contact import guide covers field formats, custom data, and how imports update existing contacts.

II. Import conversations if needed

Ask a developer to export complete Intercom conversations, including their messages, authors, timestamps, and any required attachments. Intercom supports conversation exports through its API and data export tools. Reporting CSVs may contain metrics rather than full message content.

Crisp’s import utility includes an Intercom adapter. Your developer must check that the export matches the format expected by that adapter and test a small sample. Check customer identity, notes, message order, and attachments in Crisp before importing the rest. An available adapter does not guarantee that every export format or field transfers.

Follow Import conversation history into Crisp for the shared setup and import steps.

III. Import your knowledge base

Use the Knowledge Base importer to bring in your public Intercom help center. Import and review each language you need, then check publication state before sharing the new site. Private or restricted content needs a separate plan; a public-site importer cannot access it automatically.

Open a frequently used article as a customer and follow its steps, images, and links. Correct outdated answers and references to the old help center before using those articles in replies or Hugo’s training.

IV. Import message shortcuts

Recreate the reusable reply text from Intercom macros as message shortcuts. Give each one a recognizable command and test it in the composer with !, checking any personalized fields and links before sending. Rebuild actions such as assignment or status changes separately; importing saved text does not recreate those rules.

Export any existing Crisp shortcuts before importing, because a matching command can update its saved text. Use the shortcut import guide for CSV columns and replacement behavior when moving a larger reply library.

V. Set up the Inbox and Hugo

Connect the channels customers will use and decide which queues and operators should receive each request. Follow Getting started with Crisp for customer support to set up the Inbox and team handoffs.

For requests previously handled by Fin, open AI Agent → Agent → Settings to describe your business and configure Hugo. Use AI Agent → Train to supply the support knowledge you imported, then AI Agent → Guidance to define behavior and handoff rules. Imported help content supplies answers; it does not recreate Fin’s rules automatically.

Start with one common customer question and one request that should reach an agent. The Hugo getting-started guide covers the setup, testing, and activation steps before you extend that coverage.

VI. Test and switch over

Install Crisp on a staging site or restricted page first. Before going live, simulate real conversations. Check that Hugo answers correctly, escalation works, shortcuts are available, segments are applied as expected, and agents are comfortable with the Inbox.

Use at least one question answered by your imported help content and one request that needs a person. Review the first as a customer, then review the second as the receiving agent. Update outdated links in shortcuts and articles during this test so the new workflow does not send customers back to an old help center.

Choose a cutover time and decide who will finish open Intercom conversations. Replace the Intercom Messenger with the Crisp live chat widget, switch the relevant channel connections, and disable old automations that would duplicate replies. Confirm that new customer messages reach Crisp and receive a reply through the expected channel. Keep your source exports and access until you have checked the migration.

Updated on: 03/11/2026