Migrate from HubSpot Service Hub to Intercom

HubSpot Tickets map directly to Intercom Conversations. The ticket subject becomes the conversation title, ticket status (open, pending, closed, solved) maps to Intercom's state (open, closed), and priority maps to a conversation priority attribute. Custom ticket properties migrate as conversation custom attributes. Ticket source (email, chat, Facebook, WhatsApp, Instagram) maps to Intercom's channel field. We reconstruct the conversation thread from HubSpot engagement fragments before inserting so agents see a unified timeline in Intercom.

HubSpot Contacts map to Intercom Users. Email address serves as the dedupe key. Standard properties (first name, last name, phone, lifecycle stage) migrate as user attributes. The HubSpot lifecycle stage value is preserved as a custom attribute hs_lifecycle_stage__c on the Intercom user for reporting continuity. Any HubSpot contact without an email address is loaded as an Intercom Lead instead, flagged for the customer to resolve.

HubSpot Companies map to Intercom Companies using domain as the matching key. Company properties (name, domain, industry, employee count, annual revenue) migrate as company attributes. HubSpot company-contact associations are preserved as Intercom company-user relationships so that user profiles display the correct company in Intercom.

HubSpot email engagements (type: EMAIL) migrate to Intercom Conversation Parts of type comment. The email body and HTML content transfer as the part body. Attachments on HubSpot emails migrate as conversation part attachments. We stitch email parts into the correct conversation by matching HubSpot ticket ID to Intercom conversation ID during the engagement reconstruction phase.

HubSpot chat engagements migrate as Intercom Conversation Parts. Agent messages appear as comment parts; automated or bot messages appear as note parts. Chat timestamps are preserved so the conversation timeline reflects the original sequence. Chat source (HubSpot Conversations Inbox) maps to the Intercom channel field.

HubSpot call engagements map to Intercom Conversation Parts of type note, annotated with call duration, disposition, and recording URL if available. Call recordings migrate as file attachments on the note part. Activity timestamp preserves the original call date for timeline accuracy.

HubSpot meeting engagements migrate to Intercom as note parts with the meeting title, attendee list, and meeting link preserved. Start and end time transfer as metadata on the part. If the HubSpot meeting included a recording, it migrates as an attachment.

HubSpot internal notes attached to tickets migrate to Intercom as private note parts. These are visible only to agents inside Intercom and do not expose to end users, preserving the internal-only nature of the original HubSpot note.

HubSpot Knowledge Base articles migrate to Intercom Help Center articles. Article body (HTML or rich text), publish status, category assignment, and author information transfer. HubSpot-specific features like article views, thumbs up/down ratings, and related article associations do not migrate natively; these require manual reconfiguration in Intercom's article editor. The article URL slug is regenerated based on the Intercom section structure.

HubSpot ticket pipelines map to Intercom Inboxes, which also define team access boundaries. Each pipeline becomes an Inbox with a corresponding Intercom Team. Pipeline stages within HubSpot map to Intercom conversation states or custom attributes (open, pending, resolved, closed) plus team assignment rules. We extract the pipeline-stage mapping during scoping and generate Intercom routing rules to replicate the HubSpot workflow.

HubSpot Owners map to Intercom Admins or Agents by email match. HubSpot role (admin, sales, service) maps to Intercom's permission tier (admin, agent, teammate). Active versus inactive status is preserved. We flag any HubSpot owner without a matching Intercom user for the customer's admin to provision before record import.

HubSpot tags on tickets and contacts migrate as Intercom tags using the tag string value. HubSpot does not enforce a global tag taxonomy, so tags from multiple sources may have naming collisions. We deduplicate and prefix with source context where necessary (e.g., ticket_tag_name vs contact_tag_name) to preserve distinction.

File attachments on HubSpot tickets, emails, and engagements migrate as Intercom conversation attachments. Large attachment volumes affect migration speed and may require chunking. We preserve attachment file names and MIME types; inline images in emails migrate as embedded assets within the conversation part body.

HubSpot post-conversation survey responses migrate as Intercom conversation parts with a rating attribute. The CSAT score (1-5 or NPS 1-10) maps to Intercom's conversation rating. Free-text responses migrate as note parts attached to the same conversation. The HubSpot survey mechanism itself does not migrate; Intercom's built-in satisfaction rating must be configured post-migration.

HubSpot Customer Success Workspace health scores (calculated on Professional+ and Enterprise) cannot migrate as a live metric because the calculation depends on HubSpot's proprietary algorithm using engagement signals, deal velocity, and CSAT history. We migrate the raw engagement data that feeds the health score as Intercom custom user attributes, and the customer rebuilds the health score logic using Intercom's custom metrics and reporting post-migration.