Migrate from Khoros Service to HubSpot Service Hub

Khoros Customer records map directly to HubSpot Contact. We export standard fields (id, screen name, email, location, gender) and all custom searchable and non-searchable customer fields declared in the meta/object endpoint. The Customer's Author profile (social identity) is linked as additional HubSpot Contact properties rather than a separate record. Brand and Initiative associations on the Customer migrate as HubSpot Teams membership and Tags.

Author represents the social identity of a customer engaging across social, community, and messaging channels. We export screen name, brandOwned flag, and properties metadata and write these as custom properties on the corresponding HubSpot Contact record. Author profile data does not create a separate record in HubSpot; it enriches the Contact profile that was created from the Customer export.

Khoros Case maps to HubSpot Ticket. We export title, status, customId, priority, and all customCaseProperty fields declared in the meta/object endpoint. The Khoros Case status lifecycle (New, Open, Pending, Resolved, Closed) maps to HubSpot Ticket pipeline statuses, with the customer's custom case statuses preserved as HubSpot Ticket status values. Brand and Initiative associations on the Case migrate as Tags on the Ticket.

Interactions are embedded as an ordered array within each Khoros Case, representing individual messages, notes, and status changes in a conversation thread. We export the full interaction history including message body, author reference, timestamp, and interaction type. Each Interaction becomes a conversation entry in the HubSpot Ticket record, preserving the chronological thread order. Agent and customer message attribution maps to HubSpot Contact (customer) and HubSpot User (agent) records.

Khoros Conversation is the real-time messaging object in Khoros Care. We export conversation metadata, participants, and message history. Rate-limited at 60 requests per minute on the Khoros Care API, so we chunk large conversation exports in batches with exponential backoff. If a Conversation is linked to a Case, it maps to the corresponding HubSpot Ticket with the same thread treatment as Case Interactions.

Khoros Agent records include email, name, and role assignment. We map agent assignments on Cases and Conversations to HubSpot Users by email match. Khoros uses initiative-based scoping that has no direct HubSpot equivalent; we resolve initiative membership to HubSpot Teams. Any Khoros Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes.

Khoros Brands define multi-tenant scoping for enterprise deployments managing multiple product or regional communities. We export Brand associations as HubSpot Teams membership on Contact and Ticket records. Teams also get a corresponding Tag so that filtering by Brand is possible via both Team membership and Tag queries in HubSpot reporting.

Initiatives group Campaigns and Case workflows under a specific business objective in Khoros. We export initiative membership on records and map it to a HubSpot Tag on the Contact and Ticket. Initiative-level reporting relationships are noted as a written recommendation for HubSpot reporting using Tag-based filtering or a custom property field.

Campaigns track marketing and social care campaign attribution on Cases and Conversations in Khoros. We export campaign association as a Tag on the HubSpot Ticket record. Where the destination HubSpot instance includes HubSpot Marketing, the customer may opt to map this to a native Marketing Campaign object and campaign membership; we flag this option during scoping.

Khoros Customer custom fields declared in the meta/object endpoint are discovered during schema discovery, then mapped to HubSpot Contact custom properties. Both Khoros searchable and non-searchable custom fields migrate as HubSpot Contact properties. Property types (text, number, date, dropdown, checkbox) are mapped to equivalent HubSpot property types with validation rules preserved where applicable.

Khoros Case custom fields declared in the meta/object endpoint are discovered during schema discovery, then mapped to HubSpot Ticket custom properties. Custom case statuses, priority fields, and any Khoros-specific custom fields (customId, escalation flags, SLA fields) are mapped to HubSpot Ticket properties with equivalent data types.

Knowledge base articles in Khoros have structured content, categories, and visibility settings. We export article body, title, and category hierarchy. Image assets embedded in KB content are downloaded from Khoros CDN infrastructure and re-uploaded to HubSpot Knowledge Base file storage, with article body image URLs updated to point to HubSpot-hosted URLs. Category hierarchy maps to HubSpot Knowledge Base article categories.

Attachments referenced by Case and Author records are stored on Khoros separate CDN infrastructure outside the Care API scope. We fetch each attachment via CDN URL, then upload to HubSpot file storage linked to the corresponding Ticket record. Attachment association to specific Interaction entries in the conversation thread is preserved by linking the uploaded file to both the Ticket and the relevant conversation entry.

Khoros Brands and Initiatives together create a two-tier organizational layer that has no native HubSpot equivalent. We design a combined Team-plus-Tag strategy: each unique Brand becomes a HubSpot Team, and the specific Initiative membership on each record becomes a HubSpot Tag applied to the Contact and Ticket. This preserves the full Khoros organizational context without requiring custom object creation for organizational scoping.