Migrate from Helpwise to HubSpot Service Hub

Helpwise conversations map to HubSpot tickets. Each conversation thread becomes a single ticket with the original channel type (email, live chat, WhatsApp, SMS, Facebook, Instagram, calling) preserved as a custom property hs_channel_type__c. Message bodies, timestamps, and thread order are preserved. Helpwise inbox assignment migrates to the HubSpot ticket Owner. If a conversation spans multiple channels in Helpwise, we create a single ticket with a thread noting each channel entry.

Helpwise contacts migrate to HubSpot contacts by email address as the dedupe key. Contact name, email, phone, company association, and custom contact properties map to HubSpot contact properties. Tags applied to contacts migrate as HubSpot contact properties (multi-select picklist or custom multi-checkbox field depending on volume). We flag any custom properties that have no HubSpot equivalent for the customer's admin to configure post-migration.

Helpwise shared inboxes (per-channel: email, Facebook, Instagram, WhatsApp, SMS, live chat) map to HubSpot's single shared inbox with the original inbox name preserved as a pipeline tag or routing label. We create one HubSpot pipeline per Helpwise inbox group so that the customer can filter by source channel without rebuilding inbox logic. Channel routing during migration is documented as a manual post-migration step if the customer wants separate inbox views.

Tags applied to Helpwise conversations migrate to HubSpot ticket tags. Tag names and color assignments are preserved exactly. We do not rename or deduplicate tags unless explicitly requested. Tags on contacts migrate to HubSpot contact properties as described in the contact mapping.

Helpwise internal notes attached to conversations migrate to HubSpot engagement notes linked to the ticket. The author, timestamp, and note body are preserved. Note visibility is maintained as internal-only in HubSpot. We map the Helpwise note author to the HubSpot user by email match; notes from deleted Helpwise users attach to the ticket without an author attribution.

Helpwise team members map to HubSpot users by email address. We resolve the Helpwise user email to the HubSpot user record and assign the migrated tickets to the matching HubSpot user. If a team member email does not have a matching HubSpot user, we flag the record in the reconciliation queue for the customer's admin to provision before ticket import resumes.

Helpwise saved replies migrate to HubSpot saved replies with shortcut code and full body content preserved. The Standard plan cap of 15 saved replies is enforced: if the source account has more than 15, we present the full list during scoping and the customer chooses which 15 to migrate, or upgrades to Premium or Advanced before import. Saved reply shortcut codes map to HubSpot saved reply shortcut names.

Helpwise Help Center articles, categories, and published status migrate to HubSpot Knowledge Base. Article titles, body content, and internal links are preserved. We recommend using HubSpot's native Knowledge Base importer for article bulk import; we handle the CSV preparation and mapping to HubSpot's article schema (title, body, slug, publish status, category). Article URLs are rebuilt in HubSpot; internal links within articles are updated to point to the new HubSpot article URLs post-migration.

Helpwise automation rules (assignment, tagging, forwarding, routing) do not migrate as code. We audit every active automation rule during scoping, document its trigger conditions and actions, and deliver a written inventory with recommended HubSpot Workflow equivalents (record-triggered, ticket-triggered, or time-delay enrollment). The customer's admin rebuilds the automations in HubSpot Workflows post-migration. We do not provide post-migration admin support for the rebuild as standard scope.

Helpwise SLA Rules migrate as a written configuration inventory, not as active SLA enforcement. If the destination HubSpot account is Professional or Enterprise, SLA settings are configured natively and we document the Helpwise SLA metrics (first response time, next task time) alongside the HubSpot SLA equivalents. If the destination is Starter, SLA enforcement is not available and we flag the gap during scoping. SLA metadata is preserved as ticket properties for manual monitoring.

Helpwise CSAT survey responses (scores, timestamps, ticket association) migrate as HubSpot ticket properties. Survey configuration (questions, triggers, thresholds) is not exposed in the Helpwise API and does not migrate. We deliver a written inventory of the current CSAT survey setup for the customer's admin to configure in HubSpot Service Hub Professional and above, which includes native CSAT surveying with response tracking.

Helpwise custom contact fields and custom ticket fields migrate with field names and values preserved. Value picklists map directly to HubSpot drop-down properties. We flag any custom fields that have no corresponding HubSpot property type (Helpwise supports richer field types in some configurations) and present a mapping recommendation during scoping. Custom field configuration in HubSpot must be completed before ticket import so that values map correctly during migration.

Attachments to Helpwise conversations migrate as HubSpot files linked to the ticket record. We use the Helpwise attachment URL to pull the file and attach it to the HubSpot ticket via the CRM Files API. Large file attachments may be subject to size limits; we check the destination HubSpot account's file storage allowance before migration and flag any files that exceed the limit for the customer's admin to handle manually.

If the source Helpwise account has company records attached to contacts or conversations, these migrate to HubSpot CRM companies. Company name, domain, and any associated custom properties map to HubSpot company properties. Company-to-contact associations migrate as HubSpot contact-to-company relationships.