Migrate from GrooveHQ to HubSpot Service Hub

Groove Conversations are the primary ticket object and map directly to HubSpot Tickets. We transfer the full message thread (inbound and outbound messages as threaded conversation_entries), original timestamps, current status (open, pending, resolved, archived mapping to HubSpot TicketStatus pipeline stages), assigned agent reference, priority, source channel (email, chat, social), and attachment URLs. Agent assignment resolves via email match against HubSpot Users; we flag any Groove agent without a matching HubSpot User for admin provisioning before record import. Groove tags transfer as HubSpot Ticket tags. Message timestamps preserve ActivityDate ordering in the ticket timeline.

Groove Customers are individual contact records with name, email, phone, and optional contact-level custom fields. They map 1:1 to HubSpot Contacts. The customer email address serves as the dedupe key during import. If the source Groove account links Customers to a Company record, we create the Account first (see Companies mapping) and resolve the AccountId lookup on the Contact at import time. Contact-level custom fields from Groove map to HubSpot Contact Properties of equivalent type (text, number, date, dropdown).

Groove Companies are standalone records with their own name, domain, and company-level custom fields. They map to HubSpot Accounts. The Groove company domain becomes the Account Website field. Where Groove Companies have associated Customers, we link them via AccountId on the HubSpot Contact record during import. If the destination HubSpot account does not have the Company object enabled (possible on Starter tier if configured without Accounts), company fields merge into the Contact record as custom properties and the Company object is not populated.

Groove Agents (team members with name, email, role, and assignment permissions) map to HubSpot Users. We match by email address. Any Groove Agent without a matching HubSpot User enters a reconciliation queue; the customer's HubSpot admin provisions the missing user before the conversation import phase begins. Agent display names and role scopes (admin, agent) transfer as User name and HubSpot role assignment.

Conversation-level custom fields (dropdowns, date fields, text fields) are only available on Groove Plus ($16/user) and Pro ($20/user) plans. If the source account is Standard tier, no conversation-level custom fields exist and this mapping step is skipped. For Plus and Pro sources, we identify each conversation-level custom field during schema discovery, map its type to the equivalent HubSpot property type on the Ticket object, and flag any that would exceed HubSpot Starter tier's custom property limits. The customer must be on Professional or Enterprise to use custom ticket properties.

Contact-level and company-level custom fields in Groove are configured in Settings and apply globally. We map these to HubSpot Contact Properties or Account Properties respectively, preserving field types and values across all associated records. The field type mapping accounts for Groove's dropdown options, date formats, and text formats translating to HubSpot's equivalent property types.

Groove shared inboxes contain assigned conversations and define channel routing (email, chat, social). Plan tiers cap inboxes at 2 (Standard), 5 (Plus), or 25 (Pro). We validate inbox count during pre-flight scoping. If the source account exceeds the cap, we pause migration and flag a Groove plan upgrade requirement before proceeding. Once the plan is upgraded, inbox count validates and we recreate the inbox structure as HubSpot Shared Inboxes (available from Starter tier) with conversations distributed by source channel mapping.

Groove Knowledge Bases are top-level containers with locale, password, IP protection, and theme settings. We identify all knowledge bases during schema discovery, flag the primary knowledge base, and map the hierarchy to HubSpot's help center category structure. HubSpot's knowledge base importer (distinct from the standard API import path) is the recommended path for articles because it handles body content formatting, SEO meta fields, and open graph tags natively. We export the full KB configuration JSON and use the HubSpot knowledge base import API to populate categories and articles in the correct structure.

Groove Articles sit inside knowledge base categories with title, body content (HTML), meta title, meta description, and open graph fields. We map them 1:1 to HubSpot help center articles, preserving category hierarchy, SEO metadata, and article body content. The knowledge base import uses HubSpot's native importer rather than direct API insertion to preserve formatting fidelity.

Groove Tags are key-value labels applied to conversations for categorization. We transfer tags as a list attached to each HubSpot Ticket. HubSpot Tickets support a native tags field. Tags used for Smart Folder logic (saved filtered views) do not transfer as automation logic; the filter conditions are documented as a written handoff for the admin to recreate in HubSpot Saved Views.

Groove Rules trigger actions based on conversation events (assignee changes, status updates, custom field conditions). We export rule definitions as structured JSON including trigger type, conditions, and actions. HubSpot Workflows are a different rule engine model with different trigger types, action types, and delay configurations. We do not migrate Rules as code. We deliver the full rules inventory as a written document with each Groove rule's trigger, conditions, and action mapped to a recommended HubSpot Workflow equivalent. The customer's admin rebuilds them in HubSpot's workflow builder post-migration.

Groove Instant Replies are templated responses inserted by agents during conversations, preserving formatting and variable placeholders. We transfer the full library of instant replies as HubSpot Canned Responses. Variable placeholders from Groove (e.g., {{customer.name}}) map to HubSpot token syntax (e.g., {{contact.name}}) with a mapping table provided to the admin for verification.

File attachments within Groove conversation messages are stored as URLs pointing to Groove's file storage. We download each attachment and re-upload to HubSpot's file storage, preserving original filename and file type. Attachments link to the parent Ticket record via the HubSpot file association API. Inline images within message bodies migrate as separate file records linked to the ticket.