Migrate from Enchant to HubSpot Service Hub

Enchant Conversations map to HubSpot Tickets. Each Enchant inbox assignment becomes a HubSpot Ticket owner; conversation status (open, pending, resolved, archived) maps to HubSpot Ticket status values we configure in the destination pipeline. The Enchant conversation ID is preserved in a custom Ticket property enchants_conversation_id__c for audit traceability. Channel type (email, phone, SMS, WhatsApp, social) migrates as a Ticket property conversation_channel__c.

Enchant Customer records map to HubSpot Contact. Name, email, phone, company affiliation, custom properties, and tags migrate as Contact properties. Enchant's customer activity timeline (linked conversation history) reconstructs in HubSpot as Ticket records linked to the Contact. If Enchant stores company data on the customer record without a separate Company object, we split that into a HubSpot Contact and a HubSpot Company record during transformation.

If Enchant maintains a separate Company object (or stores company data on Customer), we migrate it to HubSpot Company. Domain, name, description, and custom properties map directly. Company is created before Contact import so that the Company association is satisfied at the moment of Contact insert via the HubSpot associations API.

Enchant Channels (email, phone, SMS, WhatsApp, Facebook, Instagram) map to HubSpot Conversation Sources and Inbox assignments. We configure each Enchant channel type as a Conversation Source in HubSpot's Help Desk settings and map it to the corresponding inbox. Phone and SMS channels require special attention because HubSpot's native calling is a separate feature that may need activation or a third-party integration to fully replicate Enchant's phone experience.

Enchant Inboxes map to HubSpot Teams and the Help Desk shared inbox. Each Enchant inbox becomes a HubSpot Team with assigned members, and the team's shared inbox aggregates Tickets assigned to that team. Inboxes with complex routing rules (auto-assignment, conditional threading) are documented during scoping for the customer to rebuild in HubSpot workflow rules post-migration.

Enchant knowledge base articles migrate to HubSpot Knowledge Base articles with full article body, category assignment, publication status, and author preserved. Article attachments are downloaded and re-uploaded to HubSpot. The Enchant article slug is stored in a custom article property enchant_slug__c so that the redirect map we deliver maps each old Enchant URL to its new HubSpot URL precisely.

Enchant knowledge base categories and subcategories map to HubSpot Knowledge Base categories. We preserve the hierarchical category structure as HubSpot article folders and assign each article to its category during migration. Category ordering is captured from Enchant and applied as article position in HubSpot.

Enchant Agent profiles (name, email, role, availability) map to HubSpot Users. We resolve agents by email match against the HubSpot destination account's user list. Enchant admin vs agent role flags map to HubSpot Super Admin vs regular User roles. Agents without a matching HubSpot user go to a reconciliation queue for the customer's admin to provision before record import.

Enchant tags on conversations and customers migrate to HubSpot Tags. Multi-tag associations per record are preserved. We use HubSpot's tag association API to apply tags at the Ticket or Contact level after record insertion, handling the N:M relationship between tags and CRM records.

Enchant CSAT ratings attached to resolved conversations migrate as HubSpot Feedback Submissions linked to their originating Ticket. Rating score, rating text, and timestamp preserve. Historical rating distribution is preserved for reporting continuity. We create the feedback submission records after ticket import completes so the ticket ID reference resolves correctly.

Enchant internal notes on conversations migrate as HubSpot internal notes attached to the corresponding Ticket. Note author, timestamp, and content preserve. We use HubSpot's conversation internal notes API to preserve the internal visibility flag so that agents see notes but external contacts do not.

Enchant custom properties on Customer records map to HubSpot Contact Properties. We create the custom property schema in HubSpot before contact import using the HubSpot Properties API, matching Enchant field types (string, number, date, checkbox, dropdown) to HubSpot's property field types. Multi-select checkboxes in Enchant map to HubSpot multi-checkbox or multi-select picklist.

Enchant custom properties on Conversation records map to HubSpot Ticket Properties. We create the custom property schema in HubSpot's Help Desk settings before ticket import. Dropdown values in Enchant custom fields become HubSpot dropdown options, and we validate that all Enchant enum values are whitelisted in HubSpot's allowed values list before migration.