Migrate from Akio.Cx to HubSpot Service Hub

Akio.Cx Ticket records map to HubSpot Ticket objects with channel origin, status, priority, assignee, and timestamps preserved. Akio priority levels (e.g., urgent, high, medium, low) map to HubSpot Ticket Priority property. Custom ticket fields on Akio are customer-defined and vary by configuration; we perform field-level discovery during scoping and generate a custom property mapping table before any data moves. Akio semantic analysis tags (sentiment scores, topic labels from Akio Insights) migrate as custom ticket properties since HubSpot does not have a native semantic analysis layer on the Starter or Professional tiers.

Akio.Cx Contact records (name, email, phone, company affiliation, interaction history) map to HubSpot Contact objects. Field names differ across Akio.Cx configurations; we use the email address as the dedupe key during import and map phone numbers to HubSpot's phone property. Interaction history links are preserved via the conversation migration against the Contact record. Akio contact tags migrate as a HubSpot Contact property (multi-select picklist or string array depending on HubSpot tier).

Akio.Cx Company records map to HubSpot Company objects. The company domain or name serves as the dedupe key. We resolve the Company-to-Contact relationship during migration so that Contacts attach to the correct Company record via the primary_company_id lookup. If Akio does not have an explicit Company object, we extract company data from Contact affiliation fields and create HubSpot Companies during import.

Akio.Cx Agent profiles (role, team assignment, skills, login credentials) map to HubSpot Users. We resolve agents by email match against the HubSpot portal User list. Any Akio Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record migration resumes. Agent skills from Akio map to HubSpot User properties or to Teams if the customer uses HubSpot Enterprise team-based routing.

Akio.Cx Team structures (routing pools, supervisor relationships, hierarchical layout) map to HubSpot Teams. Teams on HubSpot Starter and Professional tiers are limited to basic grouping; advanced team-based routing and team-level reporting require Service Hub Enterprise. We preserve the supervisor relationship by mapping Akio team supervisors to HubSpot User records with the team_admin role or equivalent permissions.

Akio.Cx distinguishes voice, email, chat, SMS, and social media channels per conversation as enum values. These map to HubSpot's conversation source values (EMAIL, CHAT, CALL, SMS, FACEBOOK, TWITTER) on the conversation thread. Channel-specific metadata (e.g., voice recording URL, social handle) migrates as custom ticket properties if present in the Akio export. HubSpot's channel taxonomy is less granular than Akio's in some cases; we document the mapping during scoping.

Akio.Cx conversation threads (message timestamps, participant agents, customer messages, internal notes) map to HubSpot conversation threads in the shared inbox. We preserve thread integrity and chronological ordering by setting the HubSpot conversation created_at timestamp to the original Akio timestamp. Individual messages within a thread migrate as conversation updates attached to the parent Ticket. Agent-side notes from Akio (internal annotations) migrate as private notes on the HubSpot Ticket if the ticket history visibility settings allow.

Akio.Cx custom fields on Tickets and Contacts are fully customer-defined and migrate as HubSpot custom properties. We perform field-level discovery during scoping to identify all active custom fields, their data types (string, boolean, date, number, select, multi-select), and their parent object. Custom properties are created in HubSpot before migration begins. Akio semantic analysis fields (sentiment scores, topic labels) are treated as custom number or string properties since HubSpot does not have a native AI tagging equivalent on Starter or Professional.

Akio.Cx SLA rules (response and resolution windows per priority level and channel) extract as policy configuration data. HubSpot Service Hub Enterprise includes conditional SLAs with pause and resume logic. We translate Akio SLA window durations to HubSpot SLA Policy time-based actions. Professional tier supports basic SLA management; Enterprise is required for conditional SLAs tied to ticket properties or team assignment. We document the full Akio SLA policy matrix and recreate it as HubSpot SLA Policies during configuration.

Akio.Cx inbound call routing, queue assignment, and IVR tree structures migrate as configuration documentation. Complex nested routing logic does not transfer automatically because Akio and HubSpot use different routing data models. We deliver a written inventory of every Akio routing rule, queue assignment, and IVR node for the customer's admin to rebuild in HubSpot using the Conversations routing workflow builder. Routing rebuild is manual and out of migration scope unless explicitly scoped as an additional configuration engagement.

Akio.Cx KB articles with categories and publication status migrate to HubSpot Knowledge Base. We extract article content, title, slug, author, and category assignments from the Akio export. HubSpot provides a native Knowledge Base importer for article bulk import, which we use as the primary import path. Category and section hierarchy from Akio maps to HubSpot Knowledge Base folders. We recommend using HubSpot's pre-built importer rather than a third-party migration tool for KB articles to avoid formatting issues with rich text content.

Akio.Cx tags applied to tickets and contacts migrate as string arrays and are re-applied to HubSpot Tickets and Contacts as HubSpot Tags. Tag categorization logic (how tags are used for filtering and reporting) is preserved where the tag structure allows. If Akio tags use a hierarchical taxonomy, we document the hierarchy for recreation in HubSpot's flat tag model. Multi-value tag fields on Akio custom properties migrate as HubSpot multi-select picklists on the appropriate object.

Akio Insights pre-built reporting dashboards are proprietary and not exportable via API or manual dump. We migrate the underlying interaction data (ticket metrics, sentiment scores, CSAT, call analytics) that feeds the dashboards so that HubSpot reporting can reconstruct the metrics. Custom chart layouts, scheduled report configurations, and voice analytics models must be rebuilt in HubSpot. We advise customers to export historical Akio Insights reports as PDFs before migration cutover and to plan for a 4-8 week reporting rebuild period with HubSpot's analytics tools or a BI integration.