Migrate from Textline to Freshsales

Textline Contacts in the Address Book map directly to Freshsales Contacts. We preserve name, phone, email, tags, and notes. Custom address book fields migrate as Freshsales Contact custom fields if the customer is on Textline Standard or Pro. If the customer is on Textline Essentials, custom fields do not exist in their instance and we fall back to standard contact fields only.

Textline does not have a native Company object, but teams using Textline's Address Book for B2B contacts may maintain company names as a contact field or use tags for company grouping. We extract company_name values from Textline Contact records and create Freshsales Account records, linking each Contact to its parent Account via the AccountId lookup. If no company data exists in Textline, we create a single placeholder Account per customer or skip the Account layer depending on the customer's B2B vs B2C profile.

Textline Conversations are the core object — each SMS thread is tied to a Contact's phone number with inbound/outbound timestamps and message content. We export conversation records via the Textline API in paginated batches (per-conversation, not bulk export) and create Freshsales Task records for each message. The Task body carries the message content, direction, and timestamp. Long conversation threads with multiple messages become a chronological series of Task records on the Contact's Activity Timeline. MMS attachment URLs are preserved as custom Task fields; file re-download and re-hosting depends on Freshsales media handling.

Textline's multi-number setup groups phone lines into Departments for multi-location or multi-brand organizations. We migrate the phone-number-to-department assignment as a custom Contact field in Freshsales (e.g., department_source__c or phone_line__c). The routing logic associated with Textline Routes is not exposed via the public API and cannot be migrated directly — we document the routing rules (which department receives inbound messages from which number) so they can be recreated as Freshsales Workflow assignment rules or territory-based assignment rules post-migration.

Textline Agents are the user accounts that send and receive messages. We extract Agent names and department assignments and map them to Freshsales Users by email match. Department assignments in Textline become Freshsales Team assignments or a custom User field. Permissions and Custom Roles are noted in the inventory but may require equivalent configuration in Freshsales Roles and Profiles if the customer requires granular access control.

Textline Message Templates (canned replies with shortcut codes) export as template body text. Freshsales supports Snippets as a templating feature on the Growth plan and above. We export template name and body for recreation in Freshsales Snippets. If the customer is on Freshsales Free or Growth without Snippets access, we deliver a template inventory CSV for manual recreation.

Custom fields on Contacts are available on Textline Standard and Pro only. We export field names, types (text, dropdown, date), and values. Field types in Textline may not map 1:1 to Freshsales field types — for example, Textline dropdown choices must be recreated as Freshsales picklist values before migration. We deliver a field creation checklist so the customer's Freshsales admin pre-provisions equivalent custom fields before data import. On Textline Essentials, this object does not exist.

Textline Automations trigger on keywords, time, or contact actions. We document every active Automation rule — trigger type, conditions, and actions — in a written inventory delivered to the customer post-migration. Automations cannot be migrated as code because Textline's automation engine and Freshsales Workflows are architecturally different. The customer's Freshsales admin rebuilds these using Freshsales Workflow Builder.

Tags applied to Textline Contacts migrate as flat tag strings on Freshsales Contact records. Freshsales supports native tagging on Contacts and Accounts. Tag taxonomy and naming conventions are preserved as-is.

Textline Announcements are bulk outbound messages sent to contact lists. We export announcement history (message body, send timestamp, recipient count) as a reference record. The sending mechanism must be replicated in Freshsales using Sales Campaigns or bulk Task creation for follow-up sequences.