Migrate from Chat2Desk to HubSpot Service Hub

Chat2Desk Clients map to HubSpot Contacts with a parent Account created first. We use the Client's primary phone number or email as the Contact deduplication key and create an Account using the Client's name or company identifier. Custom fields on Chat2Desk Clients migrate to Contact-level custom properties. Any Chat2Desk client records without contact information (phone or email) are flagged in the reconciliation report for the customer's admin to supplement before production migration.

Chat2Desk message threads map to HubSpot Tickets with the conversation content preserved in HubSpot's Conversations inbox. Each HubSpot Ticket inherits the Client's mapped Contact and Account. Message timestamps become Ticket creation date and conversation timeline entries. We map inbound messages as ticket replies and outbound operator messages as internal or external notes depending on the Chat2Desk message direction flag.

Chat2Desk Channels (WhatsApp Business API, Telegram, Instagram, Viber, Facebook Messenger, online chat) map to HubSpot Ticket Source values or Tags on the Ticket. We recommend Source field mapping for WhatsApp, Telegram, and Instagram as these are distinct source channels; Tags are used for sub-classifications (e.g., specific Telegram bot or Instagram account). The customer selects the tagging strategy during scoping. HubSpot's native WhatsApp integration requires separate Meta Business account setup post-migration.

Chat2Desk Operators map to HubSpot Users by email match. We extract all operators referenced on message records and ticket assignments, then match against the destination HubSpot portal's User list. Operators without a matching HubSpot User go to a reconciliation queue for the customer's admin to provision before record import. Role and department mapping uses HubSpot's Teams and granular permissions.

Chat2Desk Sales Funnels map to HubSpot Ticket Pipelines. Funnel stages migrate as Ticket Pipeline stages, with the stage probability and closed status preserved as custom fields. Multiple Chat2Desk Sales Funnels (available on Professional and Enterprise) map to multiple HubSpot Ticket Pipelines or to a single pipeline with stage groups, depending on the customer's HubSpot tier.

Chat2Desk Knowledge Base articles migrate to HubSpot Knowledge Base articles using HubSpot's pre-built Knowledge Base importer or our API-based export. We export article titles, body content, categories, and publication status. Articles linked to chatbot auto-replies in Chat2Desk are flagged with a note that the linking automation must be rebuilt in HubSpot's Breeze AI Agent or workflow builder. We do not migrate article view counts or bot deflection statistics.

Chat2Desk message templates and macros migrate as HubSpot canned responses or Snippet content. WhatsApp Business API message templates require separate Meta-approved template registration in HubSpot's WhatsApp Business configuration; we flag any Chat2Desk WhatsApp templates that use Meta-approved template names and advise the customer to re-submit them for HubSpot approval. Email and chat templates migrate without Meta approval requirements.

Chat2Desk Departments map to HubSpot Teams. We preserve the department hierarchy and routing assignments as Team membership and, where applicable, as routing rules in HubSpot's Inbox settings. Routing logic that depends on department-level WhatsApp Business API account assignments requires reconfiguration in HubSpot's channel routing post-migration.

File attachments within Chat2Desk message records are downloaded from Chat2Desk's CDN and re-uploaded to HubSpot's file management or attached directly to the Ticket conversation. We preserve original file names, MIME types, and message associations. Files over HubSpot's 10 MB attachment limit are flagged for the customer's admin to host externally and link via URL. Inline images embedded in message HTML are preserved as HubSpot file attachments linked to the ticket.

Chat2Desk Tags applied to conversations or clients migrate to HubSpot Tags on the corresponding Contact and Ticket. Tag naming conventions are normalized during transformation (removing special characters, enforcing lowercase) to comply with HubSpot's tag format. Tags used for channel-specific classification (e.g., Telegram bot name) also populate the Ticket Source field.

Custom fields on Chat2Desk Client records migrate to HubSpot Contact custom properties. We preserve field types (text, number, date, dropdown) with type-mapped HubSpot field equivalents. Required field validation in HubSpot must be temporarily relaxed during migration to accommodate records that may not satisfy conditional requirements; we reinstate validation post-migration after the customer's admin reviews the migrated data.

Custom fields on Chat2Desk Sales Funnels (beyond the standard stage and probability) migrate to Ticket-level custom properties. If the customer uses Chat2Desk's custom properties to track SLA timers or product categories within a funnel, we map these to HubSpot Ticket custom properties and flag them as requiring HubSpot workflow configuration to automate SLA behavior post-migration.