Migrate from Engage Messaging to monday CRM

Engage Messaging Contacts map 1:1 to Monday.com People. We migrate phone number (as the primary identifier), opt-in status, custom field values, tags, and segment memberships. The HubSpot and Salesforce pattern of splitting prospects into Leads versus Contacts does not apply here; Monday.com CRM uses a single People entity for all contacts regardless of lifecycle stage. Email addresses migrate as secondary contact info fields. Any custom properties on the Engage Messaging Contact record map to Monday.com custom fields on the Person entity.

Engage Messaging Conversation threads map to Monday.com Items on a CRM board. The thread start time becomes the Item created date, last activity timestamp becomes the last updated date, and thread status (open/closed/archived) maps to a Status column on the Item. Agent assignment in Engage Messaging maps to an Assignee column on the Item. The fundamental schema difference is that Monday.com Items are board-rows rather than dedicated conversation objects, so conversation metadata lives as column data and activity entries rather than a native thread model.

Individual SMS, MMS, and WhatsApp messages migrate as activity entries in Monday.com's Emails & Activities section linked to the corresponding Person. Each message carries its timestamp, direction (inbound/outbound indicator), delivery status, and message body. We use Monday.com's API to create activity entries with the original timestamp preserved. Rich media attachments (MMS images, audio, video) require separate file extraction from Engage Messaging storage and re-upload to Monday.com as file attachments on the Item.

Engage Messaging Tags applied to Contacts migrate directly to Monday.com Tags on the corresponding Person record. Tag names and assignments are preserved 1:1. Monday.com Tags are cross-entity (they can apply to People, Organizations, Deals, and Items) which provides equivalent labeling flexibility to Engage Messaging.

Engage Messaging Contact Segments (criteria-based groups) do not have a direct Monday.com CRM equivalent. We export segment definitions as criteria lists and document the equivalent Saved Filter configuration in Monday.com CRM. Groups in Monday.com CRM are workspace containers rather than dynamic filter-based segments, so the customer's admin rebuilds dynamic segments as Saved Filters using Monday.com's filter builder post-migration.

Engage Messaging message sequences, triggers, delays, and conditional branches are platform-specific configuration that cannot be exported as executable logic. We export the full sequence structure as a written mapping document with trigger type, conditions, delay steps, and action steps documented per sequence. Monday.com Automations use a different trigger-action model (board-based triggers rather than contact-event triggers), so the customer's admin rebuilds each sequence in Monday.com's Automation builder using our documentation as the blueprint.

Engage Messaging provisions dedicated numbers, toll-free numbers, and short codes that are locked to the platform and cannot be transferred. We export a complete inventory of every active number (type, cost, region, status) during scoping and provide a re-provisioning checklist. The customer coordinates with their preferred SMS provider (Twilio, Telnyx, MessageBird) to provision replacement numbers before the cutover window. Monday.com integrates with these providers natively rather than provisioning numbers itself.

Engage Messaging analytics (delivery rates, open rates, click-through, subscriber growth) are computed on-platform and not available as structured data via API. We recommend capturing screenshots of all relevant dashboards before the migration window begins. Post-migration, Monday.com's native reporting and customizable widgets provide reporting capability, though delivery and engagement analytics for SMS require a third-party integration or manual dashboard building from Monday.com's API data.