Intercom → GuruSup
Migrating from Intercom to GuruSup
Moving from Intercom to GuruSup is not swapping one chat tool for another: GuruSup is an omnichannel platform that plugs into your company's systems and takes customer service to WhatsApp, email and voice. You do not have to switch Intercom off on day one either. The move happens in phases, your team can stay in Intercom while the pilot handles the chosen use cases, and you decide when each one starts being resolved without human intervention.
By department, by use case or all at once: you choose the pace of the switch and GuruSup adapts to it.
Run alongside Intercom or replace it
The first thing is to be clear about the goal. Leaving Intercom entirely is one option, but not the only one, and the work looks very different in each case.
Side by side during the pilot. Your team stays in Intercom while GuruSup handles the selected use cases from its own channels: WhatsApp, email, web chat or voice.
Replace Intercom. GuruSup takes over the channels and the inbox, with its own agents, metrics and escalation. It fits when you do not want to maintain two tools.
Side by side first, decide later. The most common path is to start with both running and consider replacing Intercom once the pilot has delivered results.
What carries over from Intercom to GuruSup
Migrating is not copying one database into another. What moves to GuruSup is what your team knows and how it resolves things today, because that is what the agents are configured with.
Written knowledge. Your Intercom help center articles and the team's saved replies are the first source the agents use.
How you make decisions. Deadlines, returns policies and exceptions become business rules the agent follows.
History, on your terms. During implementation you agree which Intercom data is looked up in the pilot, such as contacts, conversations or history. Running side by side does not require moving everything at once.
Your customers will not notice the switch
What worries support leaders most is customers picking up on the transition. That is why the order of work is designed to keep it unnoticeable.
Drafts first. The agent prepares the reply and someone on your team approves it. Until you say otherwise, nothing goes out without review.
One step at a time. The pilot focuses on one use case with real volume and resolution that is easy to measure, not on the whole operation.
Roll back with no risk. If a use case does not deliver the expected result, it is switched off and goes back to its previous flow without affecting the rest.
The numbers that prove the switch worked
To know whether the migration was worth it you need figures, not gut feeling. These are the ones to set before you start so you can compare at the end.
Conversations genuinely resolved. The ones closed without human intervention, not the ones the system merely touched.
Speed. First response and resolution, measured before and after the switch.
Satisfaction, workload and spend. Satisfaction by channel and by agent, the volume that no longer reaches your team and how spending evolves compared with per-seat and per-resolution pricing.
How the migration moves forward
Connect what is needed
We connect the channels and systems the first use cases require, whether that is your CRM, your ERP, your ecommerce platform or the Intercom API, within the agreed scope.
Pilot with drafts
One use case with real volume, replies in draft and a customer success contact by your side.
Move to automatic
What has worked moves to automatic and is extended to three or four priority agents, without trying to cover everything at once.
Measure and expand
We review resolution, times and satisfaction and choose the next use case with you.
What we need from your technical team
Less than you might think. To connect Intercom you only need to authorise access to its API from your account, and you can revoke it whenever you want. Where IT does get involved is in granting access to the systems the agent will look up or act in, with the permissions and scope you approve.
Agents are configured from the platform, with no technical profile needed. Custom integrations and the more complex processes are prepared together with the GuruSup team. GuruSup's infrastructure is hosted entirely in the European Union.
Intercom today, GuruSup tomorrow
What changes in your support when you move from Intercom to GuruSup?
What you notice in your operation once the migration is complete. How far it goes depends on the channels, the systems you connect and the features you sign up for.
| Capacidad | With GuruSup | With Intercom today |
|---|---|---|
| Company profile | Built for mid-market and enterprise companies whose processes run through several systems and departments. | Widely used in SaaS and digital products, with a cost that rises as the team grows. |
| Conversation volume | Made for high volume: thousands of queries a month, with repetitive work resolved without human intervention and peaks covered without hiring. | Every Fin resolution is billed separately, so more resolved conversations mean a higher bill. |
| Pricing model | Based on conversation volume. Adding people to the team does not raise the price. | Per seat per month, from $39 on Essential to $139 on Expert, plus $0.99 for every Fin resolution. |
| Role of the AI | Resolves the query and completes the request in your systems through to confirming it with the customer. | Fin answers in the chat using help center content; taking action in external systems is limited. |
| Your internal systems | API connections to CRM, ERP and internal tools; custom integrations are built with the GuruSup team. | Integrations and API access, with technical work on your side for processes that span several systems. |
| Channels | Omnichannel with process automation: the conversation comes in on any channel and the request is completed in your systems. | Chat-first: email and WhatsApp are available with less depth than chat, and the phone works the traditional way. |
| Knowledge base | Brings together knowledge from every department and captures the team's experience through automated interviews. | Help center and articles, which are the main source of Fin's answers. |
| Control over the transition | You start with drafts, automate only what you have already validated and can switch off a use case without affecting the rest. | Configurable workflows and bots, with Intercom's own AI model that cannot be chosen or changed. |
| Rollout | In phases and guided, with a customer success contact throughout setup and the pilot. | The chat widget installs quickly; getting everything configured takes anywhere from days to weeks. |
We design the migration with you, based on your data
In a 20-minute demo we go through your volume, your channels and your systems, suggest the use case to start with and tell you what results to expect from the pilot.
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GuruSup's Intercom integration
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GuruSup vs Intercom
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