Migrate from Drag to HubSpot Service Hub

Drag Conversations are Gmail threads surfaced through the Kanban interface. We extract thread metadata (subject, timestamps, message count) and all message bodies from the CSV export, then create HubSpot Ticket records using the Conversations API. The thread subject becomes Ticket subject, and the full message history is stored as conversation records on the Ticket. Drag's board-stage assignment per conversation maps to HubSpot Ticket pipeline stage. If the customer uses multiple Drag boards, we consolidate to a single HubSpot pipeline during scoping unless a multi-pipeline structure is explicitly requested.

Each message within a Drag conversation thread becomes a HubSpot Conversation record attached to the parent Ticket. Sender email, recipient email, message body, inline images, and timestamp migrate. Inline images are re-hosted in HubSpot's file manager and linked back into the conversation record. Note: HubSpot's conversation threading model differs from Gmail threading; we preserve chronological ordering within each conversation using the sent-timestamp property.

Drag agents (team members assigned to conversations) map to HubSpot Service Hub Users by email address. Agent display names migrate as the User's first and last name fields. Agent status (active, inactive) is set at migration time based on the customer's confirmed active agent list. Any Drag agent not yet provisioned in HubSpot is held in an owner reconciliation queue until the customer's admin creates the User record.

Drag tags are flat labels applied at the conversation level (e.g., priority, product line, customer type). Multiple tags per conversation are preserved. We map each unique Drag tag to a HubSpot Ticket tag. Tag naming is preserved verbatim unless a tag name exceeds HubSpot's 50-character tag limit, in which case we truncate and flag for customer review. Tag-based routing rules in Drag (if any) are documented in the automation inventory for manual rebuild in HubSpot Workflows.

Drag boards represent Kanban workspaces containing pipeline columns. We extract board names and stage-column positions from the CSV export. Each board maps to a HubSpot Ticket Pipeline, and each Kanban column maps to a Pipeline Stage within that Pipeline. The stage probability, stage name, and stage display order migrate from Drag's column settings. Customers with multiple boards decide during scoping whether to consolidate into one HubSpot pipeline or maintain separate pipelines per board.

Drag pipeline stages (e.g., To-Do, In Progress, Waiting, Done) map to HubSpot Ticket Pipeline stages. We preserve stage order, stage name, and probability percentage. If Drag uses custom stage names that differ from HubSpot defaults, we create custom stage values during pipeline configuration before ticket import begins. Stage-based SLA timers are not carried over as they require HubSpot SLA object configuration separate from ticket import.

Drag maintains no standalone contact database. Contact records are derived at migration time from unique email addresses appearing in conversation threads (as sender or recipient). We deduplicate by email address and create HubSpot Contact records with name, email, and phone (if present in any thread). The original company association is inferred from email domain when a company name is not explicitly present in the thread metadata. Contact records are created before Ticket import so that the contact-lookup relationship is satisfied at insert time.

Drag has no explicit company object. We derive Company records from email domain where thread participants share a domain, or from any explicit company name referenced in conversation metadata. Domain-based company creation is conservative — we only create a Company record when multiple contacts share the same domain or the company name appears consistently across threads. Company records are linked to Contact records via the HubSpot association API.

Files attached to Drag email threads are downloaded during export and re-attached to the corresponding HubSpot Ticket via HubSpot's Files API. We preserve original filename, file type, and file size metadata. Attachments over HubSpot's file size limit (20 MB per file) are flagged for the customer to provision external storage for, as HubSpot's default file hosting has per-file and total storage limits by tier.

Drag canned responses (Professional and Enterprise tiers) contain shared reply templates with shortcut triggers. Template body text migrates as HubSpot Snippets (also called Text Modules in some HubSpot documentation). Shortcut triggers do not migrate automatically — we document each shortcut-to-snippet mapping in the handoff inventory so the customer's admin can re-create the trigger behavior in HubSpot.

Drag teams group agents for board-level routing. We export team membership and agent assignments from Drag. In HubSpot, Teams control ticket assignment visibility and inbox routing. We create HubSpot Teams with the same names and membership as the source, then map Drag team-based routing rules to HubSpot Workflow triggers for manual rebuild by the admin post-migration.

Drag integrates with Gmail, Google Workspace, Slack, and calendar tools. Migration scope is limited to conversation data. Integration configuration (Slack channel routing, Google Calendar meeting links, Gmail label syncing) must be reconfigured in HubSpot's integrations settings post-migration. We provide a written list of each active integration and its HubSpot equivalent as part of the handoff documentation.