Migrate from Serviceform to Twenty CRM

Serviceform Lead records (name, email, phone, source, qualification status, lead score) map to Twenty Person records. We use email as the dedupe key during import. The source property maps to a custom text field tracking the original channel (web_chat, form_submission, chatbot_qualification). Lead score from Serviceform migrates to a numeric custom field on Person. Any Person record that represents a company contact gets a lookup link to the corresponding Twenty Company record built from the company domain in the email address.

Serviceform conversation transcripts (visitor messages, bot responses, timestamps, channel metadata) migrate to Twenty Task records attached to the corresponding Person. Each Task captures the full transcript as body text, the channel (website_chat, email, SMS) as a custom field, and the original conversation start time as ActivityDate. Task status is set to Completed for resolved conversations and Open for those awaiting follow-up. Long transcripts that exceed Task body limits are split into sequential Tasks with a shared conversation_id custom field.

Serviceform live chat session logs (visitor info, agent assignment, resolution status, wait time) map to Twenty Task records with a custom session_id field. Agent assignment resolves by matching agent email to a Twenty Member record. Resolution status maps to a custom picklist field on the Task. Multiple sessions for the same Person are imported as separate Task records, each with a unique session_id, so that the full chat history is preserved on the Person timeline.

Serviceform form definitions and submission data map to Twenty custom objects created via the /metadata API before import. Each form becomes a custom object (e.g., LeadCaptureForm, FeedbackSurvey) with custom fields corresponding to the form fields. Form submissions migrate as records of that custom object, with a lookup to the submitting Person. Conditional logic on Serviceform forms (field visibility rules, routing logic) is documented as a written specification for manual rebuild in Twenty because Twenty does not have a native conditional form builder.

Serviceform chatbot flows (nodes, intents, response rules, conversation trees) are not transferred as executable code because Twenty has no native chatbot builder. We export the flow structure as a JSON specification documenting each node, its trigger conditions, response content, and routing logic. This specification is delivered as a written handoff document for the customer's team to rebuild the chatbot flow in a dedicated chatbot platform or as a custom app using Twenty's v2.0 SDK. Intent mappings and lead qualification rules are preserved as text in the specification for reference.

Serviceform user accounts with roles and seat assignments map to Twenty Member records. We match by email address. The user's role in Serviceform (admin, agent, viewer) maps to a custom field on the Twenty Member for reference. Members must be invited and accepted in Twenty before importing records that reference them as owners or assignees; we coordinate this provisioning step before production migration.

Serviceform ATS module applicant records (resume files, candidate profile, ranking data) are separate from chatbot data and require a distinct export workflow. We map the applicant profile to a Twenty Person record and the resume file as a ContentDocument attached via ContentDocumentLink. Ranking and status data migrate to a custom applicant_status custom field and a custom ranking_score numeric field. If the customer uses a separate HRIS, we can split ATS records to a different destination system as a parallel migration scope.

If Serviceform lead records contain company domain data (extracted from email addresses or explicitly entered), we create Twenty Company records and link the corresponding Person records via the workEmail domain. Company name, domain, and industry migrate as standard Twenty Company fields. Company records are created before Person import so that the Person-Company lookup relationship is satisfied at insert time.

Serviceform integration connections (CRM sync, email platform, analytics) are configuration references, not data records. We export the list of active integrations with their connection parameters and deliver it as a configuration audit document. The customer's team uses this list to reconfigure equivalent integrations in Twenty. Integrations requiring OAuth tokens or API keys that cannot be exported are flagged as requiring re-authentication post-migration.

Serviceform aggregated analytics (conversion rates, chatbot performance metrics, lead source attribution) are calculated at read time from conversation data and are not independently stored records. These cannot be migrated. We flag which metrics are lost and recommend that the customer configure equivalent reports in Twenty's analytics layer using the imported conversation-as-Task data as the underlying source.