Migrate from Pega Customer Engagement Suite to HubSpot

Pega's primary customer entity maps directly to HubSpot Contact. Standard contact properties — name fields, email address, phone number, job title, and postal address — map to their HubSpot equivalents. Pega's pyID system field is preserved as a custom contact property (Source_Pega_ID__c) for traceability and to enable delta-run de-duplication against existing HubSpot records. The original Pega create timestamp is also preserved as a custom property since HubSpot's createdate is set at migration time.

Pega entities of type Person or Contact map one-to-one to HubSpot Contacts without transformation. When Pega stores multiple address types — such as mailing address and billing address — HubSpot's primary address field holds the mailing address while secondary address types are stored as custom contact properties to preserve the complete contact record and support all downstream use cases requiring address verification.

Pega organization-type entities map directly to HubSpot Companies. Pega's parent-organization hierarchy — where child organizations reference their parent by ID — is preserved as a custom Company property (Parent_Company_Pega_ID__c) referencing the parent's Pega ID string. Because HubSpot's company model is flat with no native inheritance, this manual reference link is the mechanism for reconstructing organizational hierarchies after migration completes.

Pega cases map to HubSpot Deals with case type name becoming the deal name, case status mapping to the deal stage (with custom property fallback), and case priority preserved as a custom pick-list property (Case_Priority__c). Pega's multi-step case stage progression maps to HubSpot pipeline stages per deal type.

Pega interaction records — including emails, calls, chats, and field service visits — map directly to HubSpot Engagements attached to the associated contact or deal. Original timestamps from Pega, agent operator assignments, and owner information are preserved during migration. Pega interaction notes and summaries map to HubSpot engagement notes on the associated contact or deal record.

Pega's next-best-action strategies and decisioning parameters have no HubSpot native equivalent. We export strategy definitions, eligibility rules, and offer parameters as a structured JSON + human-readable reference document. These are used by HubSpot implementation teams to rebuild equivalent logic using HubSpot lists, workflows, and AI-powered lead scoring.

Pega custom data classes map 1:1 to HubSpot custom objects (Enterprise tier). Each custom class requires a corresponding HubSpot custom object to be pre-created. Custom object associations in Pega that are N:N require HubSpot association labels or junction records to preserve the relationship.

Pega operators and work basket assignments are resolved by email match to HubSpot Owners. Unmatched operators are flagged before migration — either invited to HubSpot or assigned to a fallback owner. This ensures no migrated record lands without a HubSpot owner.

Pega SLA tiers (Gold, Silver, Bronze) attached to cases migrate as a custom pick-list property on the associated HubSpot Deal. HubSpot has no native SLA tracking — SLA breaches and response-time rules must be rebuilt using HubSpot workflows with time-based triggers if SLA monitoring is required.

Pega case status values (New, In Progress, Pending Review, Resolved, Closed) map to HubSpot deal stage pick-list values. If Pega uses custom case stages per case type, each distinct stage set requires its own HubSpot pipeline. Stage-entry timestamps are preserved as custom datetime fields (Stage_Entered_At__c) for reporting continuity.

Pega file attachments on cases and entities are downloaded and re-uploaded to HubSpot Files, attached to the corresponding contact, company, or deal record. File size limits of the destination apply. Inline images in Pega notes are extracted and re-hosted as HubSpot-hosted assets.

Pega supports N:N entity relationships natively. When a Pega Contact Entity has multiple associated Organization Entities, the primary organization becomes the HubSpot Company association. Secondary organization associations are added via HubSpot's association label model — additional organizations beyond the primary are surfaced as Company associations with a custom label.

Pega case notes, agent summaries, and resolution notes map to HubSpot engagement notes attached to the associated deal. Original note timestamps and author operator ID are preserved for audit. If Pega uses structured note types (internal, external, compliance), a custom property (Note_Type__c) distinguishes them in HubSpot.

Pega Customer Decision Hub parameters — offer eligibility thresholds, engagement policy rules, and next-best-action strategy weights — have no HubSpot equivalent. FlitStack exports these as a structured reference document for HubSpot workflow rebuild. The raw decisioning data is not imported as live HubSpot data.