Migrate from Grasp to HubSpot Service Hub

Grasp Contact records map directly to HubSpot Contact. We preserve name, email, phone, WhatsApp number, timezone, and any metadata fields. Grasp's contact source attribution (which Channel first created the contact) migrates to a HubSpot custom property grsp_original_channel__c for routing audit. Contact deduplication uses email as the primary key, with a secondary check on WhatsApp number for contacts who first entered via WhatsApp rather than email.

Grasp Conversation threads map to HubSpot Ticket. The Grasp conversation subject and first message body become the Ticket subject and initial description. Conversation status (open, pending, resolved, closed) maps to HubSpot Ticket status with a custom status mapping table agreed during scoping. Internal notes on Grasp conversations migrate to Ticket internal notes visible only to agents inside HubSpot. Each Grasp message becomes a Ticket comment ordered by timestamp, with the hs_timestamp property set to the original Grasp message timestamp for accurate timeline ordering.

Grasp Channel metadata (WhatsApp, email, live chat, Instagram Direct) does not have a direct HubSpot equivalent because HubSpot uses Inboxes scoped to source rather than channel type. We map each Grasp Channel to a HubSpot Inbox (or a shared Inbox with routing rules filtered by channel_source property) and create a custom picklist property grsp_channel_type__c on Ticket to preserve the original channel classification. Channel-specific routing rules require reimplementation as HubSpot Conversation Routing rules post-migration.

Grasp's Team Inbox (the shared workspace container) maps to a HubSpot Team. Multiple Grasp Team Inbox configurations map to multiple HubSpot Teams if the customer's Grasp setup uses separate team views per function. Agent assignment inside each Team migrates as HubSpot User-to-Team membership. The Grasp inbox routing priority does not map directly to HubSpot and is documented for rebuild.

Grasp agents map to HubSpot Users by email match. Agent role names (admin, agent, viewer) map to HubSpot permission roles. If Grasp agents without HubSpot User equivalents are referenced on conversation history, they are held in a reconciliation queue and assigned to a default HubSpot User during migration, with the original agent name preserved in an internal note on each affected Ticket. Active versus inactive agent status maps directly.

Grasp conversation tags migrate to HubSpot Ticket Labels. Tag names are preserved verbatim unless a label with that name already exists in the destination portal. If Grasp uses hierarchical tags (parent/child), we flatten them into a label naming convention (parent:child) agreed during scoping. Labels used for conversation categorisation rather than ticket routing migrate as-is and require re-tagging strategy post-migration.

Grasp Help Center articles map to HubSpot Knowledge Base articles with title, body (HTML), status (draft, published), and category preserved. Grasp article categories map to HubSpot Knowledge Base categories. Article-to-article internal links are preserved as URL references but require manual reconstruction in HubSpot's knowledge article linking format. Article images migrate as ContentDocument records linked to the article.

Grasp custom fields on Contact records map to HubSpot Contact custom properties of matching type (text, number, date, dropdown, checkbox). We discover all custom field definitions during scoping, map them to HubSpot property types, and create the custom properties in HubSpot before Contact import begins. Custom field ordering does not persist as HubSpot's property ordering is managed separately inside the portal settings.

Grasp custom fields on Conversation records map to HubSpot Ticket custom properties of matching type. Multi-select custom fields on Grasp (used for tagging scenarios) map to HubSpot multi-checkbox or multi-select picklist properties. Date and datetime fields preserve timezone offset information by storing UTC values in HubSpot and relying on HubSpot's display-timezone setting to render them correctly for each agent.

File attachments on Grasp conversations migrate as HubSpot Files (ContentDocument records) linked to the corresponding Ticket via ContentDocumentLink. We export attachments from Grasp by URL reference where available, download them to temporary storage, and upload them to HubSpot during the ticket import pass. Very large attachment volumes (over 5 GB total) require a separate file transfer pass after the primary record migration.

Grasp organisation records on conversations (if the customer uses Grasp's company linking) map to HubSpot Company. Company name, domain, and any custom properties migrate 1:1. If the customer's Grasp setup does not use organisation linking, we skip this object and rely on Contact-level company association inside HubSpot.

Grasp internal notes on conversations (visible only to agents inside Grasp) migrate to HubSpot Ticket internal notes. The original note author and timestamp are preserved. Internal notes are flagged as private inside HubSpot and do not appear in customer portal views or email notifications.

Individual messages within a Grasp WhatsApp conversation thread migrate as Ticket comments ordered by timestamp. The message sender (customer versus agent) is preserved using a custom property grsp_message_direction__c with values 'customer' or 'agent'. WhatsApp-specific metadata (read receipts, delivery status at time of migration) is not migratable and is excluded with documentation.

Grasp conversation metadata (first response time, resolution time, channel source timestamp, assigned agent at creation) migrates to HubSpot Ticket properties. We compute first response time by identifying the earliest agent message after the initial customer message and storing the delta as a custom ticket property for reporting. SLA metrics visible in HubSpot Service Hub Professional+ use these migrated values as baseline data.

Grasp Report Builder configurations, custom dashboard layouts, and formula-based reports are platform-native and not stored as exportable objects. We do not migrate them. We deliver a written inventory of Grasp report definitions during discovery, noting the source fields used in each report so the customer's admin can rebuild equivalent reports inside HubSpot Service Hub analytics using the migrated data as a starting point.