Migrate from Customer.io to Freshsales

Customer.io People with defined traits map to Freshsales Lead or Contact based on qualification signals in trait data. We use email domain, lifecycle_stage trait, and any explicit status traits to determine whether a profile maps to Lead (unqualified) or Contact (qualified, tied to an Account). Trait fields that have no direct Freshsales equivalent become custom fields on both Lead and Contact. The original Customer.io userId is preserved in a custom field cio_user_id__c for reconciliation.

Customer.io profiles with anonymousId but no email or identifying trait map to Freshsales Lead in a pre-conversion state. These records are held in a separate import queue pending enrichment; Freshsales's lead scoring framework can assign a score to drive follow-up prioritization.

Customer.io Custom Objects of object_type_id type company map to Freshsales Account. We export the object record, its custom fields, and the relationship to the linked Person (via the relationship object). In Freshsales, we create the Account first, then resolve the relationship link on the Contact during the Contact import phase. Custom object types other than company are migrated as Freshsales custom modules with field mapping.

Customer.io custom events have no native Freshsales equivalent. We reconstruct the behavioral timeline by creating Freshsales Notes with a preserved timestamp and event name in the Note title. Event properties are stored as Note body text in structured JSON format so they are searchable and auditable. For high-volume event migrations, we batch Notes with a maximum of 100 per Contact/Lead to avoid timeline performance degradation.

Customer.io trait key-value pairs migrate as Freshsales custom fields. We inspect the trait schema during discovery, map JSON-type traits to Freshsales-supported field types (text, number, date, dropdown), and create the custom fields in Freshsales before the profile import. Array and nested object traits are flattened to comma-separated text or stored as a JSON body field depending on complexity.

Customer.io dynamic segments (defined by trait conditions and event triggers) are exported as structured rule sets. We cannot replicate dynamic segment evaluation in Freshsales without rebuilding equivalent filters. We create Freshsales Static Lists populated with the segment's current member roster at migration time and deliver a written filter definition for the admin to rebuild as a Freshsales Dynamic List or Workflow-triggered segmentation post-migration.

Customer.io Campaign and Journey structures (entry triggers, wait steps, branching conditions, channel assignments) are exported as a written campaign map with trigger type, step sequence, and action inventory. We do not migrate Journeys as automation code because Customer.io's visual journey builder and Freshsales's Workflow builder have incompatible event models. The campaign map is delivered to the customer's admin for rebuild as Freshsales CRM Workflows.

Customer.io Broadcast records (one-time sends to a segment) are exported with target segment, content, and send timestamp. Broadcast content migrates as Freshsales Email Templates. The broadcast send logic (trigger, timing, recipient filter) is documented and handed off for rebuild as a Freshsales Workflow or one-time campaign action.

Customer.io transactional message templates migrate as Freshsales Email Templates. Message delivery logs (sent, delivered, undeliverable, bounced) migrate as Note records on the relevant Contact/Lead with status preserved. Transactional message send rules (trigger conditions) do not migrate; we document them for admin rebuild.

Customer.io email engagement records (sent, opened, clicked, bounced) migrate as Freshsales Activity records of type Email on the relevant Contact/Lead. Open and click events are stored as separate activity sub-entries with timestamps. Email body content migrates as Activity notes. Delivery status flags (bounce, unsubscribe) map to Freshsales's email_disposed field.

Customer.io SMS engagement records migrate as Freshsales Tasks with subject indicating SMS, body content in the Task description, and timestamps preserved. SMS delivery status (sent, delivered, failed) maps to Task status fields. Freshsales does not have a native SMS activity type; Tasks with a descriptive subject preserve the channel context.