Migrate from Intercom to HubSpot Service Hub

Intercom Users and Leads map directly to HubSpot Contacts. Standard fields (email, name, phone, custom attributes) transfer 1:1. HubSpot Contact records are created before any Conversation import so that the ContactId reference is satisfied at ticket creation. Custom attributes on Intercom Contacts map to HubSpot custom Contact properties identified during schema audit.

Intercom Companies map to HubSpot Companies with the same field mapping: name, domain, plan, monthly_spend, and custom attributes. The company-contact association is preserved via HubSpot's association API so that tickets opened against a Contact carry the related Company automatically. Company deduping uses domain as the primary key.

Intercom Conversations map to HubSpot Tickets as the core transformation in this migration. Each Conversation becomes a Ticket with its subject, status (open, closed, snoozed), priority, and assigned team mapped to HubSpot's ticket properties. The Conversation ID is preserved in a custom field intercom_conversation_id__c for audit and cross-reference. Note that Intercom's S3 JSON export omits conversation transcripts entirely; we retrieve full thread content via the REST API retrieve-conversation endpoint and populate the HubSpot Ticket with message history as Ticket Comments.

Intercom Conversation Parts (message type) become HubSpot Ticket Comments in chronological order. We retrieve body text, attachments, author type (admin, user, bot), and delivery metadata via the Intercom REST API. Attachments transfer as HubSpot file attachments linked to the Ticket Comment. Redacted or inaccessible message bodies are flagged in the reconciliation report.

Intercom internal notes (conversation parts with author_type=admin and part_type=note) migrate to HubSpot Ticket Internal Notes. Internal notes are scoped to the agent who authored them and are not visible to end customers, matching Intercom's privacy model.

Intercom assignment events (part_type=assignment) are mapped to HubSpot Ticket Owner changes. The assigned admin email resolves to the corresponding HubSpot User ID via the admin-to-user mapping established during scoping. If the HubSpot User does not yet exist, the assignment is held in a reconciliation queue for the admin to provision.

Intercom Admins map to HubSpot Users by email match. Role (admin, agent, viewer) maps to HubSpot User permissions scoped to the Service Hub workspace. Away/available states are not migratable as they represent live platform state rather than historical record.

Intercom Teams map to HubSpot Teams directly. Team membership and inbox routing rules are preserved as HubSpot Team membership. Routing logic in HubSpot is configured using the same team-based assignment model; any conditional routing rules that existed in Intercom are flagged in the automation inventory for rebuild.

Intercom Tags (applied to Contacts and Conversations) map to HubSpot Labels. We migrate the full tag set and reapply tags to the corresponding migrated records (Contacts for Contact tags, Tickets for Conversation tags). Labels in HubSpot are applied post-import via bulk operations.

Intercom Segments are dynamic audience definitions based on Contact attributes and behavior. We migrate the membership snapshot at migration time as a static HubSpot List, since dynamic recomputation of segment membership is destination-platform-specific. The customer decides whether to maintain dynamic recomputation using HubSpot's list filters or CRM-based segmentation post-migration.

Intercom Help Center Articles (titles, bodies, authors, collections, publication states) migrate to HubSpot Knowledge Base articles. Article content and metadata transfer; public-facing article URLs require rebasing as HubSpot knowledge base URLs are workspace-scoped and differ from Intercom's article slugs. We document the URL mapping for the customer's admin to configure redirects post-migration.

Intercom Custom Objects (Advanced plan and above) migrate to HubSpot Custom Objects, which are available on HubSpot Service Hub Enterprise ($120/seat) tier. We pre-create the destination schema in HubSpot including all custom properties, lookup relationships, and field types before data import. If the destination is Professional tier, Custom Objects map to HubSpot standard objects plus custom properties, which requires a schema flattening during scoping.

Intercom Custom Attributes on Contacts, Companies, and Conversations map to HubSpot custom properties of equivalent type (text, number, date, boolean, dropdown). We audit the full attribute list via the Intercom Data Attributes API during scoping to generate the complete field inventory and type-mapped property definitions for HubSpot.