Migrate from Gmelius to HubSpot Service Hub

Gmelius Shared Inboxes map directly to HubSpot Service Hub Team Inboxes. Each Shared Inbox becomes a separate ticket queue in HubSpot, with team members assigned to the queue via the Agents setting. Inbox-level SLA policies are captured during discovery and applied to the corresponding HubSpot ticket pipeline as SLA rules. Note that HubSpot Starter supports one Team Inbox; Professional and Enterprise allow multiple team inboxes for different departments or client groupings.

Gmelius conversation threads migrate to HubSpot Tickets with associated Conversation records. The full email thread (all messages, headers, CC/BCC, and inline attachments) is preserved as conversation entries on the Ticket. Ticket status (open, pending, resolved, closed) is mapped from Gmelius conversation status, and the original thread timestamp becomes the Ticket's create date. The conversation subject line becomes the Ticket name.

Gmelius Shared Labels are exported via the Gmail API and recreated as HubSpot Ticket Labels. We preserve the full label hierarchy (parent labels and sub-labels) as a flat label taxonomy on HubSpot tickets, since HubSpot does not support hierarchical label nesting. Label-to-conversation associations migrate as label assignments on the corresponding HubSpot ticket. Label color coding is noted during discovery but cannot be reproduced in HubSpot's current label system.

Gmelius Email Templates with variable placeholders (merge fields) migrate to HubSpot Canned Responses. We preserve the full template body, variable placeholder syntax (e.g., {{contact.first_name}}), and any conditional logic present in the template. Gmelius template categories map to HubSpot Canned Response folders. If the customer uses HubSpot Sales or Service Hub Professional, Canned Responses are available in the Conversations inbox toolbar for quick insertion during ticket resolution.

Gmelius Shared Drafts are collaborative drafts in a shared queue. HubSpot does not have a shared-draft concept for conversations. We export Shared Drafts as Canned Responses (if the draft is intended for reuse) or as internal Notes on the associated ticket (if the draft is in-progress and not yet sent). The customer chooses the strategy during scoping based on how the team uses Shared Drafts.

Gmelius Kanban boards with status columns map to HubSpot Ticket Pipelines and stages. Each Kanban board becomes a HubSpot Ticket Pipeline, and each board column becomes a Ticket Stage within that pipeline. Card-to-conversation associations preserve which ticket belongs to which board, and card order within a column is noted as a custom property (board_position__c) if the customer requires the original ordering restored. HubSpot Starter supports one ticket pipeline; Professional and Enterprise support multiple pipelines.

Gmelius does not maintain a separate contact database — contacts live in the Gmail contact layer via Google Contacts. We export contacts via the Google Contacts API and create HubSpot Contacts. If a contact has an associated company domain in Gmelius, we also create a HubSpot Company and associate it via the contact-to-company relationship. Any Gmelius-specific contact properties (e.g., contact tags, conversation associations) migrate as HubSpot Contact properties.

Gmelius conversation tags migrate as HubSpot Ticket Labels. We export the complete tag taxonomy and recreate each tag as a HubSpot label. Tag-to-conversation associations preserve which tags were applied to which tickets. If the team uses both Shared Labels and conversation Tags in Gmelius, we consolidate them into HubSpot labels with a naming convention (e.g., prefix 'LBL-' for labels, 'TAG-' for conversation tags) to distinguish the two taxonomies during migration.

Gmelius SLA rules are tier-gated (Growth and Pro) and stored as Gmelius configuration. We export SLA configurations as custom properties on HubSpot tickets (e.g., first_response_sla__c, resolution_sla__c, sla_breached__c) rather than as native HubSpot SLA policies (which require Service Hub Professional or Enterprise). Native HubSpot SLA policies require separate configuration post-migration; we document the equivalent SLA policy settings during the handoff. Historical SLA compliance data migrates as ticket property values.

Gmelius Automation Rules define conditional email routing, auto-assignment, and follow-up sequences stored as extension-local state with no export mechanism. We capture the rule configuration during the discovery walkthrough (screen recording and structured questionnaire), then deliver a written inventory of every Automation Rule with its trigger conditions, actions, and a recommended HubSpot Workflow equivalent. We do not rebuild them as HubSpot Workflows within the migration scope. Complex AI dispatching rules on the Pro tier require the most detailed documentation because HubSpot's AI routing (available on Enterprise) has a different model.

Gmelius users correspond to Google Workspace accounts. We export the user list and map them to HubSpot Service Hub Agents. Assignment history on conversations (which agent was assigned, reassigned, and when) migrates as a custom multi-line property or as internal ticket notes, since HubSpot's native assignment history is tracked via the activity timeline rather than as a standalone field. Enterprise multi-domain Gmelius configurations require domain-by-domain user reconciliation during migration.

Gmelius email notes and @mentions within conversation threads export as HubSpot internal Notes on the associated Ticket. Note authorship (the Google Workspace user who wrote the note) maps to the HubSpot agent, and the original timestamp is preserved as the Note create date. If the note contains an @mention of another team member, we add the mentioned agent as a Ticket subscriber in HubSpot so they receive notifications.