Migrate from Gladly to HubSpot Service Hub

Gladly Customer Profiles map directly to HubSpot Contacts. The Gladly Customer ID is preserved as a custom field gladly_customer_id__c for cross-reference. We export both the current Customer ID and any historical IDs from merged profiles (the absorbed profile's ID 301-redirects to the surviving ID but the Work Sessions Report retains the old value) to avoid orphaned handle-time history. Email, phone, name, and address fields map to standard HubSpot Contact properties. If the customer uses Gladly's Person-type Customer records, those map to the same HubSpot Contact object with the channel source stored in a custom property.

Gladly's one-open-Conversation-per-customer constraint means each Gladly Conversation must be split into one or more HubSpot Tickets. We group Conversation Items by issue type, channel, or topic tag and create one Ticket per group, preserving the original Conversation ID in a custom field gladly_conversation_id__c and the split rationale in the Ticket description. The customer is briefed before migration that HubSpot may show a higher apparent Ticket count than the original Conversation count.

Each Gladly Conversation Item (individual message across email, SMS, voice voicemail, or chat) maps to a HubSpot Ticket Comment or an Email Message record attached to the split Ticket. Channel metadata (voice, SMS, email, chat) is stored in a custom property channel_source__c. Agent attribution maps via email match to the HubSpot User. Timestamps and thread ordering are preserved by setting the Comment creation date to the original Gladly timestamp.

Gladly Topics are taggable labels applied to Conversations for routing and analytics. We export all Topic assignments and apply them as HubSpot Tags on the corresponding Tickets. Tags are a HubSpot native feature and do not require custom field creation. If Topics are used for routing logic in Gladly Workflows, we document the mapping in the Workflow specification deliverable so the admin can apply Tags as Ticket routing criteria in HubSpot.

Gladly User records (name, email, role, permissions) map to HubSpot Users. We resolve agents by email match. Gladly roles (Agent, Team Lead, Admin) map to HubSpot permission sets and roles. Any Gladly User without a matching HubSpot User is held in a reconciliation queue for the customer's admin to provision before Ticket import begins, as OwnerId is a required reference on Ticket records.

Gladly Answers articles export as content with categories and metadata. We migrate article titles, body content, and category assignments to HubSpot Knowledge Base articles. AI-generated reply templates that rely on Gladly's AI layer do not have a direct HubSpot equivalent; these are documented separately for the customer to rebuild using HubSpot's Breeze AI features or a third-party knowledge tool post-migration.

Gladly custom objects (where configured) map to HubSpot custom objects. We audit the customer's Gladly configuration during discovery for any custom data structures, then pre-create the HubSpot custom object schema including all custom properties, data types, and lookup relationships before any data import. HubSpot Professional tier or above is required for custom objects, and the customer selects the tier during scoping.

Gladly webhook event configurations (trigger events, retry policies, endpoints) export as a written specification during discovery. HubSpot does not have a direct webhook import; we provide the documented webhook configuration so the customer's HubSpot admin can re-establish event-driven integrations using HubSpot's workflow webhooks or a middleware tool like Zapier or Workato.

Gladly Workflows encode routing logic, spam filtering, required disclosures, and agent handoff rules as configuration rather than data records. There is no API endpoint to export Workflow definitions in bulk. We document every active Gladly Workflow during discovery and deliver a written specification with trigger conditions, routing paths, and SLA thresholds mapped to HubSpot Ticket routing, automation, and SLA policy equivalents. The customer's admin or a HubSpot partner rebuilds these post-migration.

Gladly Work Sessions Report, CSAT scores, and channel volume reports export via CSV from the Gladly UI or API. The CSV exports retain old Customer IDs after profile merges, which we handle by including both current and historical IDs in the export. We deliver the raw CSV files to the customer and provide a written recommendation for rebuilding equivalent reports in HubSpot's analytics tool, noting that HubSpot's reporting model differs from Gladly's customer-centric analytics and may require adjusted metric definitions.

Gladly includes native voice as part of the flat-rate subscription. Call logs, voicemail transcripts, and call dispositions export as Conversation Items. HubSpot's native calling is available at Professional tier and above ($100/seat/mo). We migrate call transcripts as Ticket Comments and document the call disposition as a custom property. If the customer requires native HubSpot call logging, that configuration is part of the post-migration HubSpot setup scope.

Gladly SMS conversations migrate as Conversation Items with channel_source__c = SMS. HubSpot Conversations inbox handles SMS via the WhatsApp channel integration or third-party SMS providers at additional cost. We migrate SMS message content to Ticket Comments; the customer's admin configures the SMS channel in HubSpot's Conversations tool post-migration. This is a configuration step, not a data migration step.