Migrate from Chatwoot to HubSpot Service Hub

Chatwoot Conversations map directly to HubSpot Tickets. We preserve Conversation status (open, resolved, pending, snoozed) as HubSpot Ticket status values, priority as Ticket priority, assignee as Ticket owner via email resolution, and Labels as Ticket tags. The Conversation created_at timestamp becomes the Ticket create date. Closed-at timestamp from Chatwoot becomes the Ticket close date. Closed-Lost reason from Chatwoot priority or custom fields maps to a HubSpot Ticket custom property.

Chatwoot Messages belong to Conversations and carry content, sender_type (agent or customer), attachments, and private notes. We preserve message order by created_at timestamp and reconstruct the full conversation thread as a chronological sequence of Ticket Engagements on the destination Ticket. Agent messages appear as internal notes; customer messages appear as Ticket_thread_message records. Attachments are stored as URLs in Chatwoot and migrate as Attachment records on the Ticket.

Chatwoot Contacts map directly to HubSpot Contacts. Email is the dedupe key. Standard Chatwoot attributes (name, email, phone, external_id) map to HubSpot Contact properties. Chatwoot custom_attributes on Contacts migrate to HubSpot Custom Properties, which we pre-create in HubSpot with matching types (string, number, dropdown, checkbox) before the Contact import phase begins.

If Chatwoot has Company-linked Contacts (available through the API for certain inbox types), we map to HubSpot Company records as well. Chatwoot Company name maps to HubSpot Company name, and domain maps to Website. Company associations to Contacts resolve via the Contact import after Company records are created first to satisfy the lookup.

Chatwoot Inboxes (website live chat, email, WhatsApp, Facebook, Twitter, API) do not have a direct HubSpot equivalent as standalone objects. We document the full Inbox taxonomy including channel type, associated Agents, and working hours as a written inventory for the customer to reconfigure in HubSpot's Channels settings. Webhook URLs, WhatsApp Business API tokens, and Facebook page tokens are credential-bound and cannot transfer.

Chatwoot Agents map to HubSpot Users by email address. Role and availability status from Chatwoot map to HubSpot User permissions and presence. Any Chatwoot Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before the Ticket import phase. Passwords cannot transfer and require the HubSpot password-reset flow.

Chatwoot Teams (Business and Enterprise only) group Agents and route Conversations. If the source is on Hacker or Startups, no Teams exist to migrate. Where Teams exist, we create HubSpot Teams or assignment rule groups and map the agent-to-team membership. Round-robin and load-based routing from Chatwoot maps to HubSpot Ticket assignment rules.

Chatwoot Labels are string tags applied to Conversations. We export the full label taxonomy including label name and color metadata where available, and re-apply them as Tags on migrated HubSpot Tickets. Label color and display metadata (Chatwoot's hex color per label) store in a Ticket custom property for the admin to surface in Ticket views if needed.

Chatwoot Custom Attributes on Conversations and Contacts (text, number, dropdown, checkbox types) require HubSpot Custom Property schema creation before import. We extract the Chatwoot attribute definitions, map types to HubSpot field types (text for string, number for integer/float, select for dropdown, boolean for checkbox), create the properties in HubSpot, then import attribute values as Ticket or Contact custom property values during the respective import phase.

Chatwoot Canned Responses are pre-written reply templates with shortcut codes. They map to HubSpot Snippets as a one-to-one migration of content and shortcut trigger. If the destination plan includes Knowledge Base, the customer may choose to convert Canned Responses into Knowledge Base articles instead; we document both options during scoping.

Chatwoot Help Center Articles (Startups tier and above) export as markdown with title, body, category, and locale. HubSpot's pre-built Knowledge Base importer (linked from HubSpot's own migration checklist) handles article ingestion more reliably than a custom field import. We recommend using the HubSpot-native importer for Help Center articles and assist with field mapping for any articles stored as custom attributes rather than native Help Center.

Reports in Chatwoot (CSAT, conversation metrics, agent performance) are derived data calculated at query time. We do not export report snapshots. The underlying Conversation and Message data that drives reports migrates fully, and the customer's admin rebuilds reports in HubSpot's reporting suite using migrated Ticket and Contact data. We document the full Chatwoot report taxonomy as a rebuild reference.