Migrate from Intercom to Support Oasis

The playbook

1. 1

   Day 1 to 3: Identify what stays on Intercom

   Map every Intercom workflow you use today. Decide which moves to Support Oasis (chat for support, ticketing, AI workflows) and which stays on Intercom (in-app product tours, lifecycle marketing). The list is usually shorter than expected.

2. 2

   Day 4 to 7: Provision Support Oasis and connect channels

   Set up the tenant. Configure email and live chat. The chat widget lives on a staging URL while you tune branding and AI behavior.

3. 3

   Day 8 to 14: AI configuration

   Turn on AI Copilot. Connect help center sources. Choose one chat ticket category (commonly password reset or basic billing) for AI Agent autonomous resolution. Tune thresholds.

4. 4

   Day 15 to 21: Parallel run

   Run new chat conversations through Support Oasis while existing Intercom tickets resolve. Two weeks of parallel operation surfaces edge cases.

5. 5

   Day 22 to 28: Historical import

   Import historical conversations. Train AI Copilot on the most-resolved ticket categories from your Intercom history.

6. 6

   Day 29 to 30: Cut over

   Replace the Intercom chat widget with the Support Oasis widget. Downgrade Intercom to a smaller plan if you are keeping product messaging.

Common pitfalls

• Treating Intercom as one thing to leave

  Intercom bundles support, in-app messaging, marketing, and CRM-style features. Most teams only move support. Decide explicitly what stays and what goes before pricing the alternative.

• Ignoring Fin AI usage in cost math

  Fin AI usage is the line item that surprises teams. Pull three months of Intercom invoices and break out the Fin spend separately when comparing.

• Re-creating workflows instead of rebuilding from intent

  Intercom's automations and Support Oasis automations have different shapes. Rebuild from what the workflow should accomplish, not from a feature-for-feature translation.