Migrate from Engage Messaging to Freshsales

Engage Messaging Contacts map to Freshsales Contact records as the primary destination. Contacts with an established buying signal (reply history, opt-in confirmation, or segment indicating sales-qualified) map to Freshsales Contact attached to an Account. Contacts with no engagement history map to Freshsales Lead. We use Engage Messaging conversation metadata (last_message_at, message_count, opt-in status) to determine the split. The original Engage Messaging contact ID preserves in a custom field em_original_id__c on both Lead and Contact for audit and cross-reference.

Engage Messaging Conversations have no native Freshsales equivalent because Freshsales does not include a conversation threading object. We split each Conversation into an Activity record capturing the thread metadata (start_time, last_activity_at, agent assignment, status: open/closed) and a Note record containing a chronological message log. The Activity attaches to the migrated Contact or Lead via WhoId. Agent assignment maps from Engage Messaging subaccount structure to Freshsales Owner lookup, though subaccount-level permissions do not transfer.

Individual SMS, MMS, and RCS messages from Engage Messaging migrate as Freshsales Activity records. Direction (inbound/outbound) maps to Freshsales Activity Type (Incoming Call/Outgoing Call for voice context, or Custom Activity Type for messaging). Timestamp, delivery status, and message body transfer to ActivityDateTime, custom status fields, and the Activity body respectively. Inbound and outbound messages on the same day attach to the same Activity record to preserve conversation continuity.

Engage Messaging Tags applied to Contacts have no direct Freshsales equivalent. During scoping we identify the distinct tag vocabulary and configure a Freshsales custom field on Contact and Lead (tag_vocabulary__c as a text field, or multi-select picklist depending on the number of distinct tags). We migrate each Contact's tag assignments as comma-separated values or multi-select values in this field. If the customer uses more than 150 distinct tags, we recommend a separate Custom Object for tag taxonomy rather than a picklist.

Engage Messaging Segments group Contacts by criteria like engagement history or tag membership. Freshsales does not have a native segment object, so we document each Engage Messaging segment as a criteria list in the migration inventory and recommend recreating equivalent filter views in Freshsales using the Smartlist and Contact filter features. For segments with high business value, we create Freshsales Custom Fields named after the segment and set a boolean or picklist value during Contact migration so that sales reps can reference segment membership in list views.

Engage Messaging dedicated and toll-free numbers cannot be transferred between providers. We export phone number metadata (number value, type, status, monthly cost) as a custom field sms_number__c on the Contact record and produce a re-provisioning checklist listing every active Engage Messaging number. The customer coordinates re-provisioning with Freshcaller or a third-party SMS provider (Twilio, MessageBird) before cutover. The checklist includes the number type, geographic region, and whether the number supports SMS, MMS, or WhatsApp at the destination.

MMS media files (pictures, audio, video) stored in Engage Messaging are downloaded independently and uploaded to Freshsales as File records linked via ContentDocumentLink to the parent Contact or Activity record. File references within the message body update to the Freshsales file URL. We note the original file size and format; Freshsales file storage limits may require compression or re-upload by the customer for very large media files.

Engage Messaging automation sequences (triggers, delays, conditional branches, message templates) do not export as executable logic and cannot run in Freshsales. We extract the sequence structure as a written automation inventory document with each sequence named, its trigger condition documented, its step-by-step logic described in plain language, and a recommended Freshsales Workflow or Journey equivalent noted. The customer's admin rebuilds sequences in Freshsales Workflow builder post-migration. This object mapping is documentation-only; no automation data loads into Freshsales.