Migrate from Kustomer to Support Oasis

The playbook

1. 1

   Day 1 to 5: Provision and connect

   Set up the Support Oasis tenant. Connect channels (email, live chat, voice). Connect your CRM if you sync customer data from Salesforce or similar.

2. 2

   Day 6 to 10: Roles, SLAs, and routing

   Bring the team in with appropriate roles. Define SLAs per channel and priority. Routing rules port cleanly because the underlying primitives are similar.

3. 3

   Day 11 to 17: AI Copilot and AI Agent

   Turn on AI Copilot. Connect knowledge sources. Pick one high-volume ticket category for AI Agent autonomous resolution. Tune confidence thresholds.

4. 4

   Day 18 to 24: Parallel run

   Route new tickets through Support Oasis. Kustomer continues to handle existing tickets and customer records. Two weeks of overlap.

5. 5

   Day 25 to 28: Historical import

   Import historical conversations and customer records. Verify analytics line up.

6. 6

   Day 29 to 30: Cut over

   Switch DNS, email forwarding, and chat widgets fully. Disable Kustomer seats. Keep one read-only seat for one billing cycle if useful.

Common pitfalls

• Trying to mirror the CRM-style data model

  Kustomer's customer-centric model is genuinely different. Support Oasis is conversation-centric with rich customer context. Rebuild from how your team actually works rather than from the existing data model.

• Underestimating the simplicity gain

  Most teams find they need fewer custom objects and fewer fields than Kustomer made habitual. The migration is an opportunity to prune.

• Skipping the AI evaluation

  Kustomer's KIQ is a separate product line. Support Oasis ships AI on every paid plan. Test the autonomous AI behavior on real tickets before signing.