Migrate from Channel Talk to HubSpot Service Hub

Channel Talk Managed Users (MUs) map directly to HubSpot Contacts. We migrate all standard contact fields (name, email, phone, company) and custom contact properties field-by-field, handling type differences (text, number, date, multi-select) between Channel Talk's schema and HubSpot's property types. Because Channel Talk's MUs drive billing, we flag which contacts are active (messaged in the last 90 days) vs dormant so the customer can archive dormant records and reduce target-system noise. The HubSpot Contact ID is captured at migration time for use as a parent lookup in subsequent phases.

Each Channel Talk Conversation becomes a HubSpot Ticket. The Channel Talk message thread (sender, message body, timestamp, read/unread status, agent attribution) is preserved as conversation entries inside the HubSpot ticket. Channel Talk conversation tags migrate to HubSpot ticket tags. Conversation status (open/resolved) maps to HubSpot ticket pipeline status values. If a Channel Talk conversation was linked to a specific contact, that contact's HubSpot ID is set as the ticket owner or primary contact at migration time. Long conversation threads are chunked to stay within HubSpot's API payload limits.

Each message within a Channel Talk conversation thread becomes a HubSpot Ticket Conversation entry. Sender name, message content, timestamp, and privacy flag migrate. Channel Talk's internal notes (private comments) map to HubSpot's internal ticket notes. Customer messages and agent replies are distinguished by the sender role. This preserves the chronological conversation context that support reps need when reopening or auditing tickets.

Channel Talk Team Chats are internal collaboration threads and have no direct HubSpot Service Hub object. We export all team chat channels and message history as a distinct export artifact, preserving authorship, timestamps, and channel names. The customer's admin decides whether to recreate these as Notes on relevant Contact or Ticket records, use a separate internal tool (Slack, Teams), or treat them as historical reference only. This object does not land in HubSpot automatically.

Channel Talk Documents are knowledge-base articles used to power support chatbots and internal reference. We export all documents with their content, categorization, and metadata intact. Articles are migrated to HubSpot Knowledge Base with the original category structure preserved as HubSpot Knowledge Base sections. Published status carries over. Articles linked to specific chatbots are flagged in the migration inventory for the customer to re-attach to HubSpot Breeze Customer Agent or manual bot flows post-migration.

Tags applied to Channel Talk Contacts and Conversations migrate as flat label arrays. We preserve the complete tag vocabulary and reassign each tag to a matching HubSpot tag. If HubSpot does not have a matching tag, we create it. For tags used as customer segments (e.g., VIP, churned, trial), the customer chooses whether these become HubSpot Contact properties (single-select or multi-select) rather than flat tags, depending on whether they need filtering and reporting on the segment.

Channel Talk custom contact properties are supported via the Open API. We map them field-by-field to HubSpot custom contact properties, handling type differences (text, number, date, multi-checkbox) between Channel Talk's property schema and HubSpot's property system. HubSpot's property limits apply: Starter has a reduced set of available custom properties; Professional and Enterprise allow more. We flag any property count concerns during scoping and advise on HubSpot property type selection to match Channel Talk's original data types.

Channel Talk operator accounts map to HubSpot Users. We migrate user profiles including name, email, and role (admin, operator, viewer). Seat assignment logic — whether a Channel Talk user is a basic seat or an operator seat — must be reconfigured on HubSpot based on the target tier's permission model. If a Channel Talk operator has no matching email in the HubSpot destination account, they go to a reconciliation queue for the admin to provision before the user-phase migration runs.

Channel Talk chatbots are tied to specific workflows and document sources. We map bot configuration and intent rules to a written inventory document that describes the bot's trigger conditions, conversation flows, and document references. HubSpot Breeze Customer Agent provides AI-powered deflection from Professional tier, but it uses a different configuration model from Channel Talk's rule-based bot builder. We do not migrate chatbot logic as executable code; we deliver the inventory so the customer's admin can rebuild equivalent bot behavior in Breeze or HubSpot's chatflow builder.

Channel Talk Workflows trigger on conversation events, contact updates, and bot interactions using platform-specific event-condition-action syntax. We reconstruct each active workflow as a step-by-step sequence diagram documenting the trigger, conditions, branches, and actions. HubSpot Workflows use a different trigger vocabulary (ticket property change, contact property change, form submission) and different action types. We do not migrate workflows as code. The inventory document is delivered at migration close for the customer's admin to rebuild in HubSpot's Workflow or Breeze automation builder.

The Channel Talk website widget is a configuration artifact tied to Channel Talk's infrastructure and JS snippet. It cannot be migrated directly. We document all widget settings — appearance, trigger behavior, greeting message, routing rules, and chat button position — as a written specification. The customer's admin reinstalls HubSpot's chatflow JS snippet on the website and configures equivalent behavior using HubSpot's chatflow builder. This is a manual rebuild step outside the data migration scope.

Channel Talk analytics data — response time metrics, conversation volumes, CSAT scores, and team performance reports — are aggregated reports rather than raw structured records. We do not migrate analytics snapshots as they are time-bound and non-portable. We recommend establishing new reporting baselines in HubSpot Service Hub post-migration using HubSpot's native Service Analytics (available on Professional and Enterprise). Historical performance trends that must be preserved are exported as CSV files and documented as reference artifacts rather than migrated records.