Migrate from Capsule CRM to Freshsales

Discovery and scoping

We audit the source Capsule account across plan tier (Free/Starter/Growth/Advanced/Ultimate), contact count, opportunity count, active Pipelines, Case volume, custom field definitions per entity type, active Workflow Automations, and Projects with milestones. We confirm whether deleted records (via Capsule /{type}/deleted endpoint) need to be recovered. We pair this with a Freshsales plan recommendation based on the customer's contact count, custom field requirements, and automation needs. The discovery output is a written migration scope, a custom field audit table, and a Freshsales plan recommendation.

Schema design and Party split rule

We design the destination schema in Freshsales. This includes pre-creating all custom contact, account, deal, and ticket fields with correct types and picklist values resolved from Capsule field definitions. We define the Party-to-Contact-or-Account split rule: Capsule Party records with type=organisation become Freshsales Accounts; type=individual become Contacts linked to the parent Account where applicable. Tags on Capsule Parties map to Freshsales contact and account labels.

Custom field resolution and validation

We query Capsule's /fields/definitions endpoint for parties, opportunities, and cases before pulling any record data. We resolve picklist option lists, identify date versus text field types, and confirm numeric precision for decimal fields. We then pre-create Freshsales custom fields to match before any record import. We also verify Freshsales plan-tier limits against the total custom field count and flag any plan upgrade required.

Dependency-ordered migration in two passes

We import in record-dependency order. First pass: Capsule Organisation Parties as Freshsales Accounts (accounts are created before contacts because Contacts link to them). Second pass: Capsule individual Parties as Freshsales Contacts with AccountId resolved from the Organisation Party name or domain. Third pass: Opportunities as Deals, Cases as Tickets, then Activity history. Fourth pass: Projects as Tasks under the associated Deal. Each phase emits a row-count reconciliation report before the next phase begins.

Activity history migration with parent-record resolution

We migrate Capsule Activities (emails, calls, meetings, notes) via Freshsales's REST API with WhoId and WhatId resolved to the corresponding Freshsales Contact ID and Deal ID. Activities are imported in batches with exponential backoff on rate limit responses. Call duration and disposition data from Capsule migrate to Freshsales call custom fields. Activity timestamps are preserved to maintain the sales timeline order. Deleted Parties and any orphaned Activities are flagged in the reconciliation report.

Cutover, final delta, and automation handoff

We freeze Capsule writes during cutover, run a final delta migration of any records modified during the migration window, then enable Freshsales as the system of record. We deliver the Workflow Automation and Project inventory document to the customer's admin team for rebuilding in Freshsales Automation. We support a one-week hypercare window where we resolve any reconciliation issues raised by the customer's team. We do not rebuild Capsule Workflow Automations or Projects as Freshsales automations inside the migration scope; that is a separate engagement or an internal admin task.

Post-migration validation

We run a post-migration validation comparing record counts in Capsule against Freshsales for Contacts, Accounts, Deals, Tickets, and Activities. We spot-check 25-50 random records for field-level accuracy, verify that tag-to-label mapping is complete, confirm that Pipeline stage names and probabilities are correctly configured in Freshsales, and validate that Owner assignment by email match is consistent. Any discrepancies are resolved in Freshsales directly and the correction is documented in the final migration report.