Migrate from Crisp to HubSpot Service Hub

Each Crisp Conversation maps to one HubSpot Ticket. The Crisp conversation_id becomes the HubSpot hs_ticket_id for deduplication. We map Crisp's conversation state (active, pending, resolved) to HubSpot Ticket status values (OPEN, PENDING, CLOSED), and the Crisp website_id becomes a HubSpot custom property for multi-site attribution. The channel metadata (chat, email, WhatsApp, SMS) from Crisp's channel property migrates to a HubSpot custom property capturing the original channel, since HubSpot's native ticket channel field is populated by the Conversations Inbox rather than at import time. Operator assignments resolve through the User mapping.

Crisp Contacts map directly to HubSpot Contacts with all standard fields (email, name, phone, city) and custom properties carried over as HubSpot custom contact properties. Crisp's dynamic Segments defined on Contacts are preserved as structured rule metadata and surfaced in a written inventory for the admin to rebuild as HubSpot static or dynamic lists. If the source account is on Free or Mini tier with no UI-based CRM access, we extract Contacts via the Crisp REST API /contacts endpoint which is accessible with an API key regardless of plan. Contacts exceeding 200,000 records require multiple sequential API passes.

Crisp Messages are nested inside Conversations and map to HubSpot Ticket conversation replies. We preserve the message body, author type (operator vs. visitor), timestamp, and any inline images. Author attribution resolves through the User mapping for operator messages and the Contact mapping for visitor messages. Internal notes from Crisp (operator-only visibility) map to HubSpot internal ticket comments. The message ordering is preserved by timestamp so the conversation reads chronologically in HubSpot. Attachment URLs on messages are re-uploaded to HubSpot Files and linked to the ticket.

Crisp Websites (configured chat widgets tied to domains) map to HubSpot Companies, with the domain name from website.domain populating the Company Website field. This provides the dedupe key during import. Websites with multiple configured channels carry that channel configuration into a HubSpot custom property as metadata for the admin to use when configuring HubSpot's Conversations Inbox routing rules. Widget settings (theme, greeting message, operating hours, routing behavior) are exported as a configuration snapshot and flagged for manual reassignment in HubSpot.

Crisp Operators map to HubSpot Users by email match. We preserve display name and email. Role-based permissions (admin vs. operator vs. member) are documented in the migration inventory with their Crisp equivalents mapped to HubSpot's built-in roles (Super Admin, Sales Manager, Sales, Service, and Viewer). Any Crisp operator with no matching HubSpot User is held in a reconciliation queue for the admin to provision before record import resumes. Seat limits are checked against the destination HubSpot plan's user count allowance.

Crisp Tags applied to Conversations have no native equivalent in HubSpot Service Hub's standard schema. We map all distinct Tags to a HubSpot custom ticket property defined as a multi-select picklist. During migration, each Ticket receives the Tags from its source Conversation as selected values in this property. If the distinct tag count exceeds HubSpot's picklist limit, we store tags as a comma-separated text property. The customer chooses the property type during scoping.

Crisp Segments are dynamic Contact filter rules defined in the CRM module (Essentials+). These cannot migrate as live active segments because Crisp's rule-based segment engine has no direct HubSpot equivalent. We export the segment rule definitions as structured JSON metadata and deliver them in a written inventory. The admin rebuilds each segment in HubSpot using HubSpot's Lists (static or dynamic) or Smart Lists depending on HubSpot plan. The inventory includes the rule logic, associated contact count, and recommended HubSpot list type.

Crisp Canned Responses are pre-written message templates used by operators. We export them as a structured list of text templates with Crisp's %placeholder% variable syntax preserved in plain text. These map to HubSpot Saved Replies in the Conversations Inbox. The variable syntax requires manual adaptation because Crisp uses %session.nickname% style placeholders while HubSpot Saved Replies support a simpler variable model. The migration inventory flags each Canned Response with its variables so the admin can adapt them to HubSpot's format during configuration.

Crisp's chat widget has theme colors, greeting messages, operating hours, proactive chat triggers, and routing rules configured per Website. These settings are tied to Crisp's proprietary widget and cannot transfer to HubSpot's chat widget as a configuration export. We extract the behavior and appearance settings as a structured JSON snapshot and deliver them as a written configuration note. The admin recreates the widget experience in HubSpot's Conversations Settings using HubSpot's chat widget builder, with the snapshot as a reference for colors, greeting text, and routing logic.

File attachments uploaded to Crisp Messages are stored as URLs referencing Crisp's file storage. We preserve the attachment URL, download the file, and re-upload it to HubSpot Files (Files Home or the CRM Files tool). Each file is linked to the parent HubSpot Ticket via a ContentDocumentLink record. Inline images in message bodies are re-uploaded and the URLs are updated in the message body so images render correctly in HubSpot. This two-step process (download from Crisp, upload to HubSpot) is required because Crisp and HubSpot maintain separate file storage systems.

Crisp's conversation states (active, pending, resolved, archived) map to HubSpot Ticket status values (OPEN, PENDING, CLOSED, or custom statuses configured in the destination pipeline). We use a HubSpot ticket_pipeline with a configured Ticket Status field that the admin defines before migration, mapping each Crisp state to the chosen HubSpot equivalent. This mapping is set during the schema configuration phase so all Tickets are created with the correct status at migration time.

Crisp role levels (admin, operator, member) are exported as structured permission metadata and mapped to HubSpot's built-in role hierarchy. Crisp admin permissions map to HubSpot Super Admin; Crisp operators map to HubSpot Sales or Service roles depending on the destination team's function. The role mapping is delivered as a configuration inventory rather than a direct migration, since HubSpot's permission model (object-level, property-level, and action-level access) is more granular than Crisp's three-tier model and requires the admin to assign final permissions in HubSpot Settings.