Migrate from ChannelReply to HubSpot Service Hub

ChannelReply maps each incoming marketplace message into a helpdesk ticket. The ticket inherits the message body, is threaded with subsequent replies, and carries ChannelReply-enriched custom fields (Order ID, Order Status, Item Title, SKU, Shipping Address, Buyer Location, Payment Method). We migrate the full ticket chain with threading order preserved, agent assignment recorded as the HubSpot ticket owner, and all ChannelReply custom field values mapped to HubSpot custom ticket properties of equivalent type. We create the HubSpot custom properties before migration so that all values land as typed fields rather than free text.

Individual messages from Amazon MWS/SP-API, eBay, Walmart, Etsy, Back Market, Newegg, and WooCommerce are the atomic unit ChannelReply delivers. We preserve the complete message log per ticket, ordered by timestamp, and insert into HubSpot Ticket conversations in the same sequence. Sender type (customer vs agent) is preserved using HubSpot's visitor vs agent reply distinction.

ChannelReply pushes order-level data into helpdesk custom fields: Item Title, Order ID, Order Status, Order Total, Customer Name, Shipping Address, Buyer Location, SKU, Shipping Fee, Payment Method, and additional per-marketplace fields. We map each ChannelReply custom field to a HubSpot custom ticket property of matching type (string, number, currency, date, enumeration). For Gorgias-sourced migrations, we flag fields that may have inconsistent variable substitution and migrate the raw data values as captured rather than the rendered display.

ChannelReply applies marketplace-specific tags to tickets to indicate channel source (e.g., Amazon, eBay, Walmart). We preserve these tags during migration and remap them to HubSpot ticket topics or a custom multi-select property depending on how the customer intends to use the taxonomy post-migration. The customer chooses the target format during scoping.

ChannelReply enriches each ticket with structured buyer and order data sourced from marketplace APIs. Buyer name and email resolve to a HubSpot Contact; order data (Order ID, Status, Total, SKU, Address) migrates to custom ticket properties. If the buyer email does not resolve to an existing HubSpot Contact, we create one during migration. Order totals, shipping fees, and payment method migrate as numeric or enumeration properties on the ticket rather than as separate CRM objects.

ChannelReply stores each marketplace's API credentials (Amazon MWS/SP-API keys, eBay OAuth tokens, Walmart tokens) to pull messages and order data. These credentials are held by ChannelReply and cannot be exported. Every marketplace account must be re-authenticated in the destination platform manually. We provide a reconnection checklist covering Amazon SP-API (selling partner API), eBay OAuth, Walmart Connector, Etsy, Back Market, Newegg, and WooCommerce with the required permissions per platform for your admin to complete post-migration.

ChannelReply distinguishes between customer messages (required) and system notifications (optional). Some system notifications are free; others count toward the monthly message limit and are not always obvious. We audit the customer's active notification settings during scoping. Notifications that contain actionable data (e.g., a shipment notification with tracking number) migrate as ticket notes or custom properties. Purely administrative notifications with no customer context are excluded from migration.

ChannelReply relies on the connected helpdesk for agent identity and assignment. We export agent assignments from the source helpdesk and map them to HubSpot User by email match. Agents without a matching HubSpot User go to a reconciliation queue for your admin to provision before production migration. Inactive agents can be mapped to HubSpot inactive users if historical assignment must be preserved.

ChannelReply records action logs in the ticket history: Amazon Mark as No Response, eBay Resolution Center cases, Etsy shipping uploads, cancellations, and refunds. These action logs are preserved as internal ticket notes with timestamp and actor. Refund amounts, cancellation reason codes, and Resolution Center case IDs migrate to custom ticket properties if they exist as structured fields in the source. ChannelReply's in-ticket action triggers do not migrate; the admin rebuilds refund and cancellation workflows in HubSpot if needed.

ChannelReply stores per-marketplace and per-account agent signatures. These are exported as configuration data by our migration team but must be manually re-entered in HubSpot Service Hub inbox settings or in the connected marketplace integration layer. Signatures tied to specific marketplace channels (e.g., an Amazon-specific auto-reply) require a HubSpot workflow or a third-party email signature tool to replicate.

ChannelReply delivers Shopify messages via standard email rather than through its marketplace API. This means Shopify threads arrive through the connected helpdesk's native email handler, bypassing ChannelReply's threaded conversation logic and marketplace metadata enrichment. We handle Shopify as a separate message channel during scoping and migrate the data as standard email-to-ticket records with full message content preserved but without ChannelReply's order-level enrichment (Item Title, SKU, Address). We flag this explicitly in the migration report so the customer can decide whether to reconnect Shopify via HubSpot's native Shopify integration or a third-party app.

ChannelReply's Unwanted Text Remover is a preprocessing feature that strips extraneous text (email headers, quoted replies) before displaying the message. It is not a stored data object; it modifies the message presentation layer only. We do not migrate this feature because it is a ChannelReply-specific UI configuration with no HubSpot equivalent.