Migrate from Hiver to HubSpot Service Hub

Hiver Shared Inboxes map to HubSpot Inboxes for email-channel conversations and to Ticket Pipelines for structured ticket management. Each Shared Inbox name becomes a HubSpot Inbox name or a named Pipeline stage set depending on whether the team uses HubSpot's conversation-first model or the ticket-queue model. We create Pipelines in HubSpot Settings > Service > Tickets before any ticket import so that the pipeline_id reference is satisfied at insert time.

Hiver Conversations (Gmail threads within a Shared Inbox) map to HubSpot Tickets. The thread subject becomes the Ticket subject, conversation status (open/pending/closed) maps to HubSpot Ticket status, assignee maps to HubSpot Owner via email lookup, and Tags map to Ticket Labels or a custom multi-select property. The full email thread content migrates as Ticket description or conversation thread entries in HubSpot's Timeline.

Hiver exports contacts from the account address book as a discrete data type. We import them as HubSpot Contacts using email as the dedupe key. If a contact appears both in the address book export and embedded in conversation threads, we deduplicate by email and keep the most complete record.

Contacts extracted from conversation threads merge into the HubSpot Contact record using email as the match key. The merge consolidates name, company, phone, and any conversation-linked custom properties into a single HubSpot Contact with the full support history attached.

Hiver Tags are flat labels applied to conversations for categorization. We extract the full tag taxonomy and reapply them as HubSpot Ticket Labels in platforms that support label-based filtering, or as a custom multi-select text property on the Ticket object. The customer chooses the strategy during scoping.

Hiver Email Templates are discrete objects with body, subject, and variable placeholders. We export them and recreate as HubSpot Canned Responses, preserving subject, body text, and any variable syntax. HubSpot Canned Responses support personal and team-level storage; template organization maps to team inbox assignment.

Hiver Shared Drafts are unsent email replies saved within conversations. HubSpot Service Hub does not support bulk import of draft records via API. We flag Shared Drafts during scoping and recommend the customer either manually copy draft content into HubSpot before go-live or treat the Shared Drafts list as a reference for agent onboarding in the new system.

Hiver agent records include name, email, and assignment permissions. We extract the user roster and resolve each agent by email against the HubSpot destination User table. Any Hiver agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before ticket import resumes. Permissions are documented and handed off as a configuration guide for the HubSpot admin.

Hiver SLA Policies define business hours and response/resolution deadlines enforced at the Shared Inbox level. We extract SLA configuration and map it to HubSpot SLA Policies under Settings > Service > SLAs. Hiver's business hours definition maps to HubSpot Business Hours, and SLA targets (first response, next response, resolution) map to the corresponding SLA Policy goals.

CSAT survey responses tied to resolved conversations migrate to HubSpot Feedback Submissions. The survey question text is preserved as a note on the submission record; aggregate CSAT scores are recorded on the associated Ticket or Contact. Survey configuration (questions, timing, recipients) does not migrate and must be rebuilt in HubSpot under Settings > Service > Surveys.

Hiver custom fields on conversations (e.g., order IDs captured via AI Extract, product categories, priority tiers) are exported with their schema and values. We pre-create the equivalent HubSpot custom ticket property in Settings > Properties > Tickets > Create property before import. Field type mapping follows HubSpot's supported types (single-line text, single-checkbox, dropdown, number, date). Multi-checkbox fields from Hiver map to HubSpot multi-checkbox properties.

Hiver Shared Notes are internal comments visible to all team members on a conversation. We export them as internal notes on the HubSpot Ticket timeline. During scoping, we confirm with the customer whether all Shared Notes should be marked internal or whether any should be surfaced as public replies. This is a manual decision point that affects the import configuration.