Migrate from Pega Customer Engagement Suite to HighLevel

Pega Customer Profile records map directly to GoHighLevel Contacts. Standard fields (name, email, phone, address) migrate as typed GoHighLevel Contact fields. Custom properties on the Customer Profile extract to GoHighLevel Custom Fields on Contact. We resolve the customer profile to its associated Company (Pega Entity) via any stored relationship properties and link the Contact to the corresponding GoHighLevel Company record.

Pega Entities (custom data model objects) that represent organizations map to GoHighLevel Companies. If the Pega source has multiple Entity types representing both organizations and individuals, we split them: organization-type Entities map to Company and individual-type Entities map to Contact, then link via a custom relationship field. Standard Pega Entities that represent accounts or organizations without ambiguity map 1:1 to GoHighLevel Company with the Entity name as Company Name and the primary address fields mapped accordingly.

Pega Cases map to GoHighLevel Opportunities, with Case Type name used as the Opportunity Pipeline name. Case status (New, Pending, Resolved, Closed) maps to GoHighLevel Pipeline stage values. Pega Case priority maps to a GoHighLevel custom Opportunity priority field. If a single Pega Customer Profile has multiple active Cases, each generates a separate GoHighLevel Opportunity record linked to the same Contact. Historical resolved Cases generate Opportunity records marked as Closed-Won or Closed-Lost with the resolution timestamp preserved.

Pega Work Objects (active case instances) map to GoHighLevel Tasks attached to the parent Opportunity or Contact. The Work Object pyStatusWork field determines Task status (Open, In Progress, Completed). pyAssignment fields indicating which Pega user or queue owns the work map to a GoHighLevel assigned User lookup. SLA deadline timestamps from Work Object SLA rules are preserved as due date fields on the Task. This mapping applies to active Work Objects; resolved Work Objects are covered under Case mapping.

Pega Data Pages are cached data structures that hold reference data, lookup tables, and derived values used across case processing. We extract the cached values and create GoHighLevel Custom Objects that hold the same reference data. Custom Object names match the Data Page class name. For Data Pages representing dropdown options, enumerations, or picklist values, we create GoHighLevel picklist fields directly on the target object rather than a separate Custom Object.

Pega custom fields on Customer Profile, Case, Work Object, or Entity map to GoHighLevel Custom Fields on the equivalent object. We extract field names, data types (string, integer, date, boolean, decimal), and all populated values. Field type mapping: Pega text and email fields map to GoHighLevel Text and Email fields; Pega integer and decimal map to Number fields; Pega date and datetime map to Date and DateTime fields; Pega boolean maps to Checkbox fields. GoHighLevel custom field names follow GoHighLevel's naming conventions and are created before data import begins.

Pega Case Types define the template for case processing, including stages, steps, assignments, and routing rules. These cannot be translated to GoHighLevel's pipeline model directly. We document each Case Type as a written specification covering the stage definitions, routing logic, SLA thresholds, and assignment rules. The documentation maps to a GoHighLevel Pipeline configuration with matching stage names, and to a GoHighLevel Custom Object capturing the case-type-specific fields. SLA rules are documented as a separate SLA configuration plan for manual implementation in GoHighLevel Workflows.

Pega maintains a detailed case history including status transitions, assigned user changes, SLA events, and manually logged notes. We extract the case history as a sequence of timestamped entries and load them into the GoHighLevel Opportunity's Activity Feed as Notes entries in reverse chronological order. Each history entry preserves the timestamp, actor (user or system), and description of the action. This preserves audit context without requiring GoHighLevel to replicate Pega's case audit trail object model.