Migrate your Hiver data

Conversations are the core object in Hiver — each represents a thread within a Shared Inbox. We extract subject, assignee, status (open/pending/closed), tags applied, and Shared Notes. Status and assignee map cleanly to standard ticket fields in destination platforms.

Shared Inboxes are Hiver's top-level container for conversations. We preserve inbox names and membership during migration. If the destination uses a different inbox/pipeline model, we map each Shared Inbox to an equivalent queue or team inbox structure.

Hiver exports all contacts in the account as a discrete data type, separate from contacts embedded in conversation threads. We handle both exports and deduplicate where a contact appears both ways. Custom contact properties are preserved as field-level mappings.

Tags in Hiver are flat labels applied to conversations for categorization. We extract the full tag taxonomy and reapply them as labels, tags, or custom fields in the destination platform depending on that platform's tagging model.

Shared Notes are internal comments attached to a conversation, visible to all team members. We export them as internal notes or conversation comments in the destination. Some platforms distinguish between public and private notes, so we prompt customers to confirm their visibility intent during scoping.

Email Templates are stored as discrete Hiver objects and exported independently. We preserve template body, subject variables, and conditional logic. The destination platform's template engine may require manual reformatting of variable syntax.

Shared Drafts are unsent email replies saved within Hiver conversations. We export them as draft records. Whether the destination platform accepts drafts in bulk import depends on its API — we flag this during discovery.

Automations are built from trigger/condition/action/AI-Extract steps and are not exposed via any bulk export or API. Hiver's own docs confirm only admin-level data exports exist, and automations are not listed. We document all automation rules during the audit phase so the customer can manually rebuild them in the destination platform.

Agent records include name, email, and assignment permissions. We export the user roster and map roles to equivalent permission structures in the destination. Owner assignment on Conversations carries over as assignee mappings.

SLA policies define business hours and response/resolution deadlines. Hiver enforces SLA tracking at the Shared Inbox level. We extract SLA configuration and map it to the destination's SLA or escalation policy model, which varies significantly between platforms.

Hiver exports Analytics Reports in CSV format with customizable fields per the 2018 product update. We extract available report data but note that historical analytics pre-export are not back-filled — the destination's reporting begins from the migration date.

CSAT survey responses and aggregate scores are tied to resolved conversations. We export response data and map it to the destination's satisfaction tracking object, noting that survey configuration (questions, timing, rating scale) must be manually replicated.

Custom fields can be created on conversations in Hiver to capture structured data (e.g., order IDs via AI Extract). We export the field schema and values, then map each custom field to an equivalent custom property or note in the destination platform.

Tags applied at the conversation level for routing and categorization are exported and re-applied. We treat them as labels in platforms that support label-based filtering, or as a custom multi-select field in platforms without native label support.