Migration Guide

Migrating from Tidio

Switching to Sonny? Bring your Tidio history with you — contacts, chat transcripts, tickets, pageviews, and your Lyro knowledge — so you start with everything already in place.

Before you start

Three quick things to have ready.

Owner or admin access in Sonny

The migration tool lives in your workspace settings, so you need to be an owner or admin to use it.

A channel to import into

Pick (or create) the Sonny channel your Tidio history should land in. Imported chats use this channel's website and imported tickets use its email address.

Your Tidio API credentials

You'll need a Client ID and Client Secret from Tidio. These are available on Tidio's Plus and Premium plans — generate them in your Tidio account's developer (OpenAPI) settings.

New to Sonny and don't have a channel yet? Set one up first with the getting started guide, then come back here.

Step by step

Open the migration tool

In Sonny, go to Settings > Migrate. You'll see Tidio listed as an available source.

Get your Tidio credentials

In your Tidio account, turn on the API in the developer (OpenAPI) settings and copy your Client ID (it starts with ci_) and Client Secret (it starts with cs_).

Connect and choose a destination

Paste your Client ID and Client Secret, then pick the destination channel your history should import into.

Choose what to import, then Preview

Tick the data you want to bring over and click Preview. Sonny connects to Tidio and shows you exactly how many contacts, messages, tickets, and more it found — before anything is imported.

Start the import

Happy with the preview? Click Start import. It runs in the background, so you can carry on working — watch the Recent imports table for live progress and a final summary.

What comes over

Pick and choose any of these when you set up the import.

Contacts

Your Tidio contacts, including their custom fields, so your contact list comes over intact.

Chat transcripts

Past chat conversations and their messages, linked to the right contact.

Viewed pages

The pages each visitor browsed, so you keep that context on the contact.

Tickets

Support tickets with their messages — and attachments too, if you choose to include them.

Lyro knowledge

Your Lyro question-and-answer pairs and website sources, ready to power Sonny's own AI knowledge base.

Operators & teams

Your Tidio operators and departments, matched to your Sonny team members where the email addresses line up.

Import options

A couple of choices control how your history lands.

Chat transcript status

How imported chats arrive in your inbox. Defaults to Closed (recommended for history), or choose Pending or Open.

Ticket channel type

Whether imported tickets become email or chat conversations. Defaults to Email.

Good to know

Always run Preview first. It shows the exact counts Sonny found in Tidio, so there are no surprises.
The import runs in the background. You can close the page and check back — the Recent imports table shows whether it's queued, running, or finished.
Importing brings your history into Sonny without touching your Tidio account, so you can migrate at your own pace.

Related docs

Getting Started

The setup wizard and a first-day checklist for new workspaces.

The Inbox

Statuses, priorities, assignment, snoozing, and keyboard shortcuts.

Contacts

Manage your contact list with tags, merging, and auto-creation.

AI Copilot

AI drafts, automatic answers, and a knowledge base the AI learns from.