Migrate from Dossier Inbox to HubSpot Service Hub

Dossier Inbox Conversations map to HubSpot Tickets as the primary parent record. The conversation subject becomes the Ticket subject, the conversation creation timestamp becomes the Ticket create date, and the conversation thread of Messages becomes the conversation reply log within the HubSpot Ticket. We preserve the original conversation ID in a custom field for audit and cross-reference during reconciliation.

Each Dossier Inbox Message within a Conversation becomes a HubSpot Ticket conversation reply. Sender email, recipient email, timestamp, body content, and any inline attachments migrate into the conversation thread. Messages from the chat widget carry a distinct source channel flag that routes them to the HubSpot live chat queue rather than the email queue.

Contact profiles from Dossier Inbox, extracted from conversation participants, map to HubSpot Contacts. We deduplicate by email address during import. Each Contact is created before any associated Ticket so that the contact lookup on the Ticket record is satisfied at the moment of insert. First name, last name, and email address migrate as standard HubSpot Contact properties.

Dossier Inbox group inboxes ([email protected], [email protected]) map to separate HubSpot Inboxes. We export each distinct mailbox configuration and associate its conversations with the corresponding HubSpot Inbox during migration. If only one HubSpot Inbox exists, all conversations migrate into it with the original mailbox address preserved as a custom property for segmentation.

Dossier Inbox team member records (name, email, role) map to HubSpot Users with the agent role. We match by email address against the HubSpot portal User list. Any Dossier Inbox team member without a matching HubSpot User is held in a reconciliation queue for the customer to provision before the Ticket import phase begins.

Dossier Inbox labels assigned per conversation migrate to HubSpot Tags on the corresponding Ticket. We export the full label taxonomy and apply it during migration. If a label name conflicts with a reserved HubSpot system tag, we append a suffix and flag the record in the reconciliation report for the customer's admin to rename in HubSpot after migration.

Website chat widget sessions from Dossier Inbox are exported as a distinct channel type and mapped to HubSpot's live chat Conversations queue rather than the email inbox. We preserve the session start time, visitor metadata (if available), and the full chat message thread. Chat sessions land in HubSpot under the chat channel so they are not mixed with email ticket threads.

File attachments on Dossier Inbox messages are exported to cloud storage, re-uploaded to HubSpot via the Files API, and linked to the corresponding Ticket and Contact records. We handle attachment size limits by splitting oversized batches across multiple upload jobs and retrying failed uploads with exponential backoff.

Dossier Inbox conversation metadata (priority flags, internal notes, assigned team) migrates to HubSpot Ticket custom properties. We create custom fields in HubSpot for any non-standard metadata before migration and map the values during import. Internal note threads are treated as private Ticket notes with visibility restricted to agents.

If Dossier Inbox contact profiles include company information, we map them to HubSpot Companies. Company name and domain map to the standard HubSpot Company properties. A Company is created before its associated Contacts so that the Company lookup relationship is satisfied at Contact insert time.

We preserve the original conversation creation timestamp as the HubSpot Ticket create date and the last message timestamp as the last_activity_date property. This ensures the chronological order of conversations is preserved in HubSpot reporting and sorting views.

Dossier Inbox conversation open or resolved status maps to HubSpot Ticket pipeline stages. We configure a default pipeline with Open and Closed stages before migration and align Dossier Inbox open conversations to the Open stage and resolved conversations to the Closed stage. The customer can extend the pipeline with additional stages post-migration.