Migrate from CX Genie to HubSpot Service Hub

CX Genie Tickets map directly to HubSpot Tickets. Ticket ID becomes the hubspot_ticket_id source reference; status (open/resolved/pending) maps to the nearest HubSpot Ticket Status value; priority (low/medium/high/urgent) maps to HubSpot Ticket Priority; assignee (hubspot_owner_id) resolves to HubSpot User via email match; linked conversation thread migrates as a threaded conversation attached to the ticket via the Conversations API. We preserve the original CX Genie ticket ID in a custom property for audit traceability.

CX Genie Conversation records (individual message entries within a ticket thread) map to HubSpot Conversation records linked to the migrated Ticket. Each message carries a timestamp, author (agent vs customer), message content, and channel indicator (website, WhatsApp, Facebook Messenger, Telegram). HubSpot's Conversations API accepts these as a thread; the channel metadata is stored in a custom conversation property since HubSpot's native channel model uses Inboxes rather than per-channel workflows.

CX Genie Help Center articles map to HubSpot Knowledge Base articles. Article title, body content (rich text), category assignment, publish status, and slug URL migrate. We handle the category mapping by creating HubSpot Knowledge Base categories that mirror CX Genie's Help Center category tree. Article-to-category assignments require field mapping because CX Genie uses a nested category model and HubSpot uses a flat category hierarchy with article-level category associations.

CX Genie Teams (groups of support agents) map to HubSpot Teams. Team name and member list transfer directly. HubSpot Teams are used for ticket assignment routing and inbox ownership; we configure team assignments in HubSpot during the post-migration configuration phase.

CX Genie Agent user accounts map to HubSpot Users. We extract user records with email, display name, role (admin/agent), and active status. User provisioning in HubSpot requires that each agent has a HubSpot user account; we match by email and flag any CX Genie agent without a corresponding HubSpot user for the customer's admin to provision before ticket reassignment begins.

CX Genie Channels (WhatsApp, Facebook Messenger, Telegram, website embed) map to HubSpot Inboxes with channel type metadata. The physical channel connection credentials (WhatsApp Business API tokens, Facebook page tokens, Telegram bot tokens) are platform-owned and not exportable from CX Genie. We document which HubSpot Inbox each channel should connect to, and the customer's admin re-authenticates each channel connection in HubSpot Service Hub settings. This is a manual step documented in the runbook.

CX Genie AI Agent configurations (prompt templates, intent detection settings, fallback-to-human rules, and channel assignments) do not have a direct HubSpot equivalent. HubSpot's automation is built around Workflows and Conversation bots, which are configured differently. We export the AI Agent manifest (name, assigned channel, prompt configuration summary) and deliver it as a written rebuild guide so the customer's admin can reconstruct equivalent bot behavior in HubSpot Conversations. This is out-of-scope as code migration.

CX Genie visual Workflow graphs (trigger conditions, branching nodes, delay steps, action nodes) cannot be exported in a standard machine-readable format. We serialise the workflow graph as structured JSON during the admin-panel data extraction phase and deliver it as a written workflow inventory document. Each workflow entry includes the trigger type (user message, intent match, keyword), a description of the logic tree, and a recommended HubSpot Workflow equivalent. The customer rebuilds these in HubSpot Workflows or Automation Tools post-migration.

CX Genie does not expose a documented schema for custom fields on Tickets or Agents. We cannot migrate custom properties that the platform does not surface in its admin export. We flag any discovered custom fields during scoping, and the customer creates corresponding HubSpot custom ticket properties post-migration if needed. This is a manual configuration step outside migration scope.

CX Genie integrations with Lark (including the offline_access OAuth scope requirement), Shopify, and third-party CRMs use platform-owned OAuth tokens that are not exportable. The Lark integration requires a specific redirect URI (https://app.cxgenie.ai/integrations/lark) and the app must be published in the Lark Developer Console before the connection activates. We document each active integration with its configuration parameters so the customer's admin can re-authenticate in HubSpot or a comparable destination platform.

Because CX Genie has no public REST API, the data export depends entirely on what the admin panel exposes. During scoping, we establish whether CX Genie offers a CSV or JSON export for each object (Tickets, Conversations, Help Center articles, Teams, Users). Where no export function exists, we coordinate with the customer to use the admin panel's data display views to compile a structured export, which extends the project timeline. We document the export method as part of the migration runbook.

CX Genie ticket pipelines (if multiple are in use) map to HubSpot Ticket Pipelines. We create HubSpot Ticket Pipelines with stages that mirror CX Genie's ticket status and priority model. Pipeline configuration happens in HubSpot before ticket import begins because ticket records reference the pipeline at insert time.