Migrate from Certainly to HubSpot Service Hub

Certainly customer records map to HubSpot Contacts by email as the dedupe key. We extract name, email, phone, and any custom properties stored in the Certainly customer profile. If Certainly stores customers without email, we use phone or an internal customer ID as the match key and flag for HubSpot duplicate-detection review.

If Certainly stores organizational data linked to contacts, those map to HubSpot Companies. The Company domain field becomes the Website field in HubSpot. We resolve the Company-to-Contact association during import by matching on the customer email domain where the relationship is explicit in Certainly's data export.

Certainly conversation sessions map to HubSpot Tickets. Each session becomes a Ticket with the original timestamp, agent attribution, resolution status, and channel (chat, messaging) preserved as Ticket properties. Multi-turn conversations within a single session are flattened into a threaded conversation log on the Ticket. Open conversations in Certainly map to Open tickets; resolved sessions map to Closed tickets with the original resolution timestamp.

Static response texts and rich message templates from Certainly's library export cleanly and are mapped to HubSpot Knowledge Base articles as drafts. We preserve the template body, conditional logic notes, and channel targeting so the customer's admin can review and publish. HubSpot's article editor requires reformatting of any dynamic variable placeholders.

Certainly's Zendesk connector settings, including ticket creation triggers, field mappings, and handoff rules, are not exported by Certainly's API. We document the existing Zendesk integration settings during discovery and deliver a written inventory of every connector rule, ticket field mapping, and routing policy for manual recreation in HubSpot's Inbox settings and Workflows.

Certainly's trained intents and associated utterances export as structured data but the NLU model accuracy does not transfer. We preserve intent names, training phrase lists, and entity definitions as a custom CSV reference document. HubSpot Service Hub has no native NLU training interface; the customer uses this documentation to configure Breeze AI Customer Agent or a third-party bot integration (Intercom, Drift, or a custom AI layer) for conversational automation rebuild.

Custom entities and slot definitions from Certainly (value lists, regex patterns, contextual parameters) map to HubSpot Contact or Ticket custom properties. Simple value-list entities become HubSpot picklist properties. Regex or pattern-based entities are documented for recreation in any third-party bot platform the customer selects.

Certainly flows define the dialogue tree and decision branches. These do not have a 1:1 equivalent in HubSpot Service Hub. We document each flow's trigger conditions, decision branches, and escalation paths as a written specification. The customer's admin rebuilds conversational logic using HubSpot Workflows for routing and ticketing rules, or in a separate bot platform if advanced dialog trees are required.

Bot performance metrics, intent accuracy scores, conversation volume trends, and resolution rate summaries export from Certainly as structured reports. Most destination platforms do not ingest analytics data natively. We archive these as CSV and JSON files alongside the primary migration, organized by date range, so the customer retains historical performance data for reference and trend analysis.

Agent IDs and team assignments from Certainly's routing rules map to HubSpot Users by email match. We extract any agent-to-queue mappings and convert them to HubSpot Inbox assignments and pipeline ownership. Users without a matching HubSpot User account are flagged in a reconciliation queue for the admin to provision before record import.

Certainly's fallback routing rules and human handoff policies are documented as written specifications. These map to HubSpot Workflow triggers (ticket created, ticket updated, time in stage) with escalation actions (assign to owner, send notification, change pipeline stage). We do not migrate workflows as code; the admin rebuilds escalation logic using HubSpot's Workflow builder post-migration.

If Certainly stores custom object records beyond standard contacts and conversations, we map them to HubSpot Custom Objects. HubSpot Enterprise tier ($3,000/month minimum) is required for custom objects. We pre-create the destination schema in HubSpot including custom properties, lookup relationships, and validation rules before any custom object data import.