Migrate from Kapture CX to HubSpot Service Hub

Kapture CX Tickets migrate 1:1 to HubSpot Service Hub Tickets. Each ticket retains its unique ID (stored in a custom property kapture_ticket_id__c for reference), source channel, status, priority, assignee, and created/updated timestamps. Kapture folder and queue assignments map to a custom ticket property kapture_queue__c since HubSpot has no native queue object. Closed ticket history migrates with full thread preservation.

Kapture CX Contact records (Customer 360 profiles) map directly to HubSpot Contacts. Email is the primary dedupe key. Name, phone, company association, and custom contact properties migrate cleanly. Where Kapture CX links a contact to an organization record, we resolve the Organization-to-Company mapping so that Contact-Company associations are preserved in HubSpot.

Kapture CX organization-level records (company name, industry, address) map to HubSpot Companies. We use company domain as the dedupe key. If Kapture CX organization is empty for a given contact, we create a placeholder Company record or attach to an existing one by domain match.

Kapture CX email conversation entries migrate as HubSpot Conversation Messages under the migrated Ticket. Each message preserves sender, recipient, body text, timestamp, and direction (inbound/outbound). Internal notes from Kapture migrate as internal Conversation Messages in HubSpot. Attachments on email messages migrate as file attachments linked to the conversation.

Kapture CX WhatsApp, live chat, and social channel messages migrate to HubSpot Conversation Messages with the channel type preserved in a custom property kapture_channel__c. HubSpot's Conversations inbox natively supports these channels via integrations; during migration, we set the channel metadata so that the conversation thread is correctly attributed regardless of which HubSpot channel it originated from.

Voice transcripts stored in Kapture CX under the Conversation object do not map to a native HubSpot object. We attach the transcript as a file to the parent Ticket and store transcript metadata (call duration, caller number, disposition) in custom ticket properties (kapture_call_duration__c, kapture_disposition__c, kapture_caller__c). The actual recording URL from Kapture CX is a signed link that may expire; we cache recordings during the migration window and provide instructions for the customer to upload to HubSpot Files or a linked storage bucket.

Kapture CX agent records (name, email, role) map to HubSpot Users. We match agents by email. Kapture CX role names (Admin, Supervisor, Agent) do not map directly to HubSpot's permission model, so we document role-to-HubSpot-access mapping during scoping. Agents without matching HubSpot Users enter a reconciliation queue for the customer's admin to provision accounts before migration continues.

Kapture CX Teams group agents and route tickets. We create HubSpot Groups with matching names and assign migrated agents to these Groups. Where Kapture CX team routing rules are tied to queue assignment, we preserve the team assignment as a custom ticket property (kapture_team__c) so that routing logic can be rebuilt using HubSpot Workflows after migration.

Kapture CX Knowledge Base articles (text, structure, attachments, category assignment) migrate to HubSpot Knowledge Base articles. We map Kapture CX article categories to HubSpot Knowledge Base categories. Internal/external visibility flags migrate as HubSpot article visibility settings. Note: Kapture CX GenAI Knowledge Base stores article relevance rankings, auto-suggest NLP tuning, and AI-context metadata that are not accessible via export. We flag the full list of AI-enabled articles during scoping so the customer can plan a reindex effort in HubSpot's knowledge base editor post-migration.

Kapture CX Canned Responses migrate as HubSpot Snippets (short text shortcuts) or email Templates depending on the response length and token variable usage. Folder assignments from Kapture CX map to HubSpot Snippet folders. Token variables in Kapture CX responses (e.g., {{contact.name}}) require conversion to HubSpot token format ({{contact.name}}) during import preparation.

Kapture CX SLA Policies (First Response Time and Resolution Time targets per priority or queue) do not have a direct HubSpot native equivalent below Professional tier. We map SLA targets to a combination of custom ticket date properties (frt_target__c, resolution_target__c) and HubSpot Workflows that enforce SLA milestones. At Service Hub Professional, SLA Management is available with SLA policies that can be mapped more directly.

Kapture CX custom ticket fields (dropdowns, checkboxes, date fields, numeric fields) migrate as HubSpot custom ticket properties. We create the destination property in HubSpot with the matching type before migration begins. The custom field values migrate with each ticket. Type mismatches (e.g., Kapture multi-select to HubSpot single-select) are resolved during the transform phase.

Kapture CX folder and queue hierarchies do not map to a native HubSpot object. We preserve folder names and queue assignments as custom ticket properties (kapture_folder__c, kapture_queue__c). Queue-to-agent routing rules from Kapture CX are documented as a written routing-map for the customer's admin to rebuild using HubSpot Workflows or team assignments post-migration.

Kapture CX flat ticket tags migrate 1:1 to HubSpot Ticket tags. Where the customer's tagging taxonomy is complex (hierarchical tags in Kapture), we flatten the hierarchy into hyphenated labels (e.g., tier-2-billing) and store them in a custom ticket property for consistent filtering.

File attachments on tickets and knowledge base articles migrate to HubSpot Files attached to the parent record. We migrate inline images and file attachments within HubSpot's file size limits. Files exceeding HubSpot's limit are flagged during the pre-migration audit, and the customer chooses whether to compress, store externally, or skip.