Migrate from Engage Messaging to Twenty CRM

Engage Messaging Contacts (the primary subscriber records) map to Twenty CRM People. We preserve phone number as the primary identifier, opt-in status, custom field properties, tag assignments, and creation timestamp. Engage Contact segments migrate as tag-based criteria lists. The mapping uses phone number as the dedupe key since Twenty People do not have a native multi-channel identifier model.

Engage Messaging Conversations (threaded message groups between a Contact and agents) map to Twenty CRM Notes attached to the corresponding People record. Each Note captures thread metadata: start time, last activity timestamp, thread status (open/closed), and agent assignment. Multiple Engage conversation threads for a single Contact become separate Note records on that People record, ordered by timestamp.

Individual SMS, MMS, RCS, and WhatsApp messages within a Conversation thread map to the body of the corresponding Twenty Note. Each message records direction (inbound/outbound via subject prefix), timestamp, and delivery status as Note metadata fields. Message content merges into the Note body in chronological order so the full thread reads as a contiguous conversation log.

Engage Messaging Tags applied to Contacts migrate to Twenty CRM Topics. We create TopicAssignment records linking each People record to its migrated tags. Topic names preserve the Engage tag label exactly. Tags used for segmentation logic are documented as filter criteria lists for the customer to rebuild as Twenty view filters.

Engage Messaging Segments (dynamic Contact groups based on criteria like engagement history or tag membership) do not have a direct Twenty CRM equivalent. We export the segment definition as a written criteria list showing the field, operator, and value for each condition. The customer's admin rebuilds each segment as a Twenty view filter or saves-segmented workspace.

Engage Messaging automation sequences (triggers, delays, conditional branches, and CRM actions) are platform-specific configuration that does not export as executable logic. We produce a written inventory of every active automation showing trigger type, conditions, sequence steps, and wait durations. The customer's admin rebuilds these in Twenty's workflow builder or documents a Zapier/Make workaround.

Engage Messaging dedicated numbers, toll-free numbers, and short codes are locked to the Sinch platform and cannot be transferred. We export a complete list of all active numbers with type, carrier, monthly cost, and current assignment (Contact or campaign). The customer coordinates porting or replacement with their chosen SMS provider (Twilio, MessageBird, Plivo) before the cutover window.

MMS media files (images, audio, video) stored separately from message text in Engage Messaging require independent extraction. We download each media file, match it to the corresponding message record in the conversation log, and upload it to Twenty as a File attached to the People record or the conversation Note. File size limits at the destination (Twenty self-hosted storage or cloud attachment limits) may require compression before re-upload.

Engage Messaging Contact custom fields (beyond phone, name, opt-in status, and tags) migrate to Twenty CRM People custom fields. We pre-create all custom fields in Twenty Settings > Data Model before import so that the CSV import recognizes the field names. Field types are mapped: text to text, number to number, date to date, dropdown to select.

Engage Messaging Subaccounts (organizational units for team separation and permissions) are platform-specific and have no direct Twenty CRM equivalent. We export the subaccount structure as a written organizational map showing which agents belong to which subaccount. The customer's admin recreates the team hierarchy in Twenty Settings > Members and configures workspace permissions per team.