Migrate from Kustomer to HubSpot Service Hub

Kustomer Customer records map directly to HubSpot Contact. The primary email address serves as the dedupe key during import. Standard properties (name, phone, company) migrate to firstname/lastname and phone. We extract any custom properties attached to the Customer record and map them to HubSpot Contact custom properties, which we pre-create on the destination schema before any Contact insert.

Kustomer Company records map to HubSpot Company. The domain field from Kustomer becomes the Company domain property in HubSpot. We resolve the Company-to-Contact relationship during the import phase by matching on the email domain or an explicit company_id property. HubSpot Companies can hold multiple Contacts, which maps directly to Kustomer's ability to link multiple Customers to one Company.

Kustomer Conversations map to HubSpot Tickets. The Kustomer conversation status (Done, Open, Snoozed) maps to HubSpot ticket pipeline stages (Solved, New/Open, Pending). We map Kustomer's Channels to HubSpot ticket source types (Email, Chat, Phone, Social). Kustomer's assigned agent maps to the HubSpot ticket Owner. Conversation priority maps to HubSpot ticket priority (Low, Medium, High, Urgent). The customer who opened the conversation links to the HubSpot Contact.

Individual messages within a Kustomer Conversation replay as entries in the HubSpot Ticket timeline. We preserve the message body, author attribution (agent or customer), timestamp, and channel type. Attachments on messages extract and re-upload to HubSpot as file attachments on the Ticket. Internal notes in Kustomer map to internal ticket comments in HubSpot that are visible to agents but not customers.

Kustomer Users (agents) map to HubSpot Users by email address match. We extract agent profiles including name, email, and team membership during discovery. The customer's HubSpot admin provisions any missing Users before the production migration. Agent team membership from Kustomer maps to HubSpot Teams, which we configure in HubSpot's settings before agent and ticket imports.

Kustomer Teams (used for routing and queue management) map to HubSpot Teams. We recreate the team structure in HubSpot during the schema setup phase and map conversation routing rules to HubSpot's ticket assignment logic. Note that HubSpot's team model is simpler than Kustomer's; if Kustomer teams have complex hierarchical nesting, we document the structure and recommend a flattened HubSpot team layout that preserves access control parity.

Kustomer's user-defined KObjects (Klasses) map to HubSpot custom objects. We enumerate all KObject definitions during discovery—including field types, relationship schemas, and validation rules—and recreate them as HubSpot custom objects (Professional+ tier required) before any data import. KObject relationships (e.g., Order to Line Item) map to HubSpot custom object associations, which we configure via the Association Labels API. This is the most complex phase of a Kustomer migration and requires pre-creation in a HubSpot sandbox before production import.

Kustomer Channels (email, phone, chat, SMS, social, and any app-added channels) map to HubSpot ticket source types. Standard Kustomer channels have direct HubSpot equivalents. Non-standard or app-added channels are flagged during discovery; we document these and recommend mapping them to the closest HubSpot source type or creating a custom source type property. Channel routing rules in Kustomer do not migrate as automation and are documented for the admin to rebuild in HubSpot's workflow builder.

Tags applied to Kustomer Conversations and Customers map to HubSpot Tags. We preserve all tag values during import and note any tag limit differences. Kustomer allows free-form tagging; HubSpot enforces tag uniqueness and character limits. We validate tag names during the transform phase and re-encode any characters that exceed HubSpot's limits.

Files attached to Kustomer Messages and Notes extract from the export, re-upload to HubSpot via the Files API, and relink to the parent Ticket record. Attachment URLs in Kustomer (often pointing to Kustomer's CDN) cannot be imported directly; we extract the binary content from the export or from Kustomer's attachment API where available. Large attachment libraries add time to the migration window and are scoped separately.

Kustomer routing rules that assign conversations to teams or agents based on conditions (channel, language, time, customer tier) have no direct HubSpot equivalent as migrated automation. We document every active routing rule with its conditions, priority order, and assignment logic in a written handoff document. The customer's admin rebuilds these in HubSpot's workflow builder post-migration. SLA policies similarly do not migrate; conditional SLA configurations are documented for rebuild in HubSpot's Professional or Enterprise SLA settings.

Kustomer's pre-built dashboards and saved report definitions are platform-specific configurations that cannot be migrated to HubSpot. Report data is included in the 30-day CSV export window; historical report definitions require manual recreation in HubSpot's reporting module. We deliver a written inventory of all Kustomer reports with their metrics, filters, and chart types to guide the admin's rebuild.