Front to Fin Migration

4 to 20 May 2026: Cutover landed

Milestone snapshot

• M1 Workspace configured. Done.
• M2 Internal kickoff held. Closed via IT-1951. The formal leadership kickoff did not happen up-front because the migration window and a lot of annual leave forced execution mode. Phase 2 kickoff next week serves that purpose.
• M3 Procedures kickoff. Done.
• M4 Fin AI configured and tested. Open. The Fin enablement work has moved to the separate Fin AI Enablement project and the operations spreadsheet. This milestone will not complete in this project. Left as is.
• M5 Agent enablement complete. Done via IT-2058. Manager training scheduled for Thu 21 May 14:00.
• M6 Cutover ready. Done. Go/no-go held Tue 19 May 13:00, decision GO (IT-1949).
• M7 Go-live. Done. Cutover ran Tue 19 May 22:00 to Wed 20 May 00:00, team on Intercom from Wed 20 May 09:00 (IT-1950).
• M8 Buyout end and first review. Open, target 20 Oct.

Workstream shape

Both workstreams (IT-1939 Platform delivery and Intercom relationship, IT-1940 Migration data and integrations) delivered into the cutover. From this week they move into hypercare and Phase 2 prep.

Tue 5 May: workflows enablement

Workflows and Automation Enablement session with Intercom. Workflow fundamentals, a Fin-first workflow built live, and a reusable assignment-rules workflow set up.

Thu 7 May: Fin configuration

Fin Configuration and Attributes session with Intercom. Patient intent attributes, audiences, and guidance rules covered. Releaf-specific attribute values drafted by end of next week.

Fri 8 May: WISMO v2 and test batch

WISMO Procedure v2 delivered, addressing Intercom feedback: Branch D pulled into its own procedure, deterministic fallbacks added, knowledge indexing clarified. ICX pushed the first test batch into the workspace (around 5k random conversations sampled), with revisions through Sat 9 May.

Sun 11 May: WISMO v3 accepted

WISMO Procedure v3 delivered and accepted by Intercom the same day. Silent-handoff system constraint addressed.

Tue 12 to Wed 13 May: macros and training

Macros library completed manually (PLT-225, Done). Tags reviewed (PLT-256, in review). Background workflows built by Intercom against the Front-rules screenshots provided (PLT-257). Agent training delivered Wed 13 May in two 90-minute sessions across two groups, around 54 agents covered. Knowledge resources added to Thrive in a dedicated Fin section.

Thu 15 May: historical migration launched

ICX launched the historical migration in the evening. Around 400k of 460k tickets pushed by Sun 17 May.

Mon 18 May: final cutover prep

Contact lists split into individual attributes. Messenger chats routed to the Live Agent inbox. Email macros set up for resolution escalation. Email forwarding tested on intercom.account@releaf.co.uk.

Tue 19 May 13:00: go/no-go

Decision GO. Bot and sender naming agreed: workspace renamed "Fin", AI agent named "Releaf", so automated emails read "Fin from Releaf". Out-of-hours messenger chats agreed to stay open in the inbox.

Tue 19 May 22:00 to Wed 20 May 00:00: cutover

Cutover bridge call with Intercom and ICX. Intercom Messenger replaced the Front widget via code release. Email forwarding switched across the six inboxes (clinic, dispensing, leadership, resolutions, shop, support). Aircall integration installed and tested live with a real call. All routing workflows set live (Messenger basic routing, patient type routing, email routing, resolution escalation, SLA workflows). 2FA enabled. Help Center articles enabled for Copilot.

Wed 20 May: go-live

08:00 final delta migration runs (ICX). 09:00 team on Intercom, web chat live, patient traffic landing in the workspace. 10:00 checkpoint call with Intercom and the support leads.

Closures against the 1 May critical path

WISMO Procedure (IT-2060), Patient ID to email mapping (IT-2057), teammates mapped (IT-1951), ICX test batch and historical migration (IT-1952), agent training delivered (IT-2058), SSO via Google Workspace (IT-1946), Aircall integration (IT-2030), JWT identity verification (IT-2029), Messenger embed in production (IT-1947), Front tag and inbox mapping (IT-1954), integrations audit (IT-1948), go/no-go (IT-1949), go-live (IT-1950). The one still open from that list is IT-1945 DKIM/SPF: email domains verified during cutover but explicit DKIM/SPF sign-off not yet recorded.

Critical path next 7 days (20 to 27 May)

• Post-migration data validation after the 08:00 delta (IT-1956).
• Hypercare with daily check-ins and the support leads.
• Manager training session Thu 21 May 14:00.
• Phase 2 kickoff scheduled with Operations and Finance.
• Two messenger bugs with the dev team: RLF-6477 chat disconnect on phone verification, RLF-6484 DraftRepeat display in patient details.
• Platform-team tickets to close out at their convenience (PLT-256, PLT-257, PLT-258, PLT-259, PLT-226, PLT-246).

Open decisions resolved since 1 May

• Cutover date: Tue 19 May 22:00. Go-live: morning of Wed 20 May.
• Migration scope: bulk historical over the weekend of 15 to 17 May, delta runs 08:00 Wed 20 May.
• Generic fallback email: support@releaf.co.uk.
• Bot and sender naming (raised 18 May during cutover prep): workspace "Fin", AI agent "Releaf".

Week of 27 Apr to 1 May 2026

Milestone snapshot

• M1 Workspace configured. Done.
• M2 Internal kickoff held. Open (target was 1 May). Phase plan, locked workstream owners, weekly progress format still to land. Suggest closing inside next week.
• M3 Procedures kickoff. Done.
• M4 Fin AI configured and tested. Open, target 13 May. Now also holds the WISMO procedure deliverable (IT-2060) and macros migration (IT-1955).
• M5 Agent enablement complete. Open, target 15 May.
• M6 Cutover ready. Open, target 18 May. Now also holds the Front data export (IT-1952) and downstream migration validation.
• M7 Go-live. Open, target 20 May.
• M8 Buyout end and first review. Open, target 20 Oct.

Workstream shape

Two workstreams active: IT-1939 Platform delivery and Intercom relationship, and IT-1940 Migration data and integrations. Procedures items have been folded into Platform now that the WISMO mapping is delivered and the kickoff has happened.

Mon 27 Apr: provisioning and pre-work

Intercom teammates added to the workspace with full permissions (PLT-191, Done). Front contract expiry date confirmed (PLT-192, Done). Front Topics export delivered manually since Front does not expose Topics via public API (IT-1953, Done). Output feeds Maxime Lanoy's Fin roadmap.

Tue 28 Apr: workspace configuration kickoff

Session with Tiago Alves, Intercom (IT-1944, Done). Covered:

• Teammate roles and permissions (admin, agent, manager structure).
• Office hours and security settings.
• Multilingual configuration including AI translation for agents.
• Single-brand B2C setup confirmed.
• Messenger configuration: spaces, launcher, inbound controls, identity verification.
• Email channel: single support inbox via forwarding to Intercom. Aircall integration for phone via the App Store.
• Champion and train-the-trainer rollout model agreed for the wider team.

Closes part of M1.

Procedures kickoff with Tiago, Raiyaz Khan, Laura Owens, and Ryadh Taher (IT-1958, Done). WISMO chosen as the first procedure to map. Locked the principle that procedures must reflect actual support behaviour and be audit-defensible in a regulated context. Sets the pattern for the next four to five procedures (cancel, reschedule, refund, address change, stock query, discharge or medical records).

Wed 29 Apr: triage from Tuesday's sessions

Follow-up issues opened, capturing the Tuesday actions: IT-2027 (WISMO Miro condensation, since closed), IT-2028 (Inbox Strategy session for Friday), IT-2029 (JWT identity verification, Messenger SDK config), IT-2030 (Aircall integration, Aircall Now not V2), IT-2031 (Lite seats for ex-employees, SAR and compliance retention), IT-2032 (ICX Migration mapping call), IT-2033 (German team custom office hours, closed same day).

Thu 30 Apr: WISMO Miro workshop and routine procedures mapping

Miro canvas live, async work-in-progress format with Patient Support team adding sticky notes between tickets. Real anonymised patient quotes seeded.

Six routine flows mapped on the Miro: cancel, reschedule, promo refund, address change, stock query, discharge or medical records. WISMO carved out separately given its volume and complexity.

Knowledge base content (PLT-141) updated.

Fri 1 May: strategy and migration locked

Inbox Strategy Enablement with Tiago and Raiyaz Khan (IT-2028, Done). Covered:

• Like-for-like inbox structure agreed. Ollie has already set up team inboxes; final config review pending.
• Balanced assignment recommended for support, with assignment limits configurable at workspace, team inbox, and teammate level.
• Automatic away mode with reassignment for agents on leave.
• Workload priority ranking and custom inbox views (filter by channel, team, SLA status).
• Macros: Front templates need manual migration. Treated as an opportunity to prune unused templates, not a like-for-like port.
• Tickets vs conversations covered (customer, tracker, back office) and SLA setup via workflows.
• Topics Explorer and Fin attributes will auto-categorise new conversations. No manual topic tagging needed going forward.
• Status mapping agreed: Open becomes Submitted, Archived becomes Resolved.
• Human generic fallback (not Fin) and "Front Migration" ticket type for clean historical separation.

ICX Migration Mapping call with Daniel Arefjev, Intuitive CX (IT-2032, Done). Test batch into main workspace Wed 6 May AM, workflow exclusion via ticket type filter, hypercare through 31 May. Cutover candidate dates: Mon 18 or Tue 19 May.

WISMO Procedure opened (IT-2060, Urgent, due 5 May, Victor). Releaf-specific evidence-based draft built from 12 months of Front conversations. Runs parallel to the standard WISMO procedure template Raiyaz will share next week, complementing it rather than replacing it.

Patient ID to email mapping opened (IT-2057, Urgent, due 5 May, Ian). Hard blocker on Daniel's Wed 6 May test batch.

Macros library consolidated under IT-1955 (Ollie lead, Charlene sign-off).

Platform tickets opened by Ian: PLT-225 (review and migrate Front templates), PLT-226 (build Intercom Messenger workflow), PLT-227 (add Messenger to Releaf UK), PLT-228 (swap admin-site patient tickets integration to Intercom API).

Critical path next 7 days (3 to 10 May)

• Tue 5 May: WISMO Procedure finalised internally and shared with Tiago (IT-2060, Victor). Patient ID to email mapping (IT-2057, Ian). Map Front teammates to Intercom seats (IT-1951, Victor). Workflows and Automations Enablement session with Raiyaz, Intercom.
• Wed 6 May: ICX test batch runs into main workspace. Front data export via web app API (IT-1952, Ian). Workflows and Routing session, 1pm, with Intercom.
• Thu 7 May: All Releaf teammates signed into Intercom.
• Fri 8 May: Agent training, 10am to 12pm, covering Intercom inbox, workflows, macros, escalation paths (IT-2058). Email DKIM and SPF records configured for Intercom outbound (IT-1945). SSO with Google Workspace wired up for agents (IT-1946).

Open Releaf actions (Intercom asks)

• Review Front templates and macros with the team and confirm which to migrate.
• Confirm Agent and Manager training plus Agent Kickoff dates and times.
• Share Front process maps and workflow docs ahead of the Wed 6 May Workflows and Routing session.

Open decisions

• Cutover date: Mon 18 or Tue 19 May.
• Migration scope: closed-only first or full historical.
• Trashed and Spam handling.
• Generic fallback email: info@ or support@.

Risks

• Workflow exclusion needs validating on the Wed 6 May test batch.
• Email-to-web channel formatting reflow on migrated tickets (cosmetic but visible).
• Notification suppression (per-step config) needs verification on the test batch.
• IT-1955 macros migration is due 13 May, but agent training is Fri 8 May. Training risks running with incomplete macros unless Ollie accelerates.
• M2 Internal kickoff deliverable (phase plan, locked workstream owners, weekly progress format) still to land. Target was 1 May. Suggest closing inside next week.

Open decisions converge by Mon 11 May for final go and no-go prep.