Migrate from LiveHelpNow to HubSpot Service Hub

LiveHelpNow Tickets map to HubSpot Tickets with ticket status mapped to a HubSpot pipeline stage, priority mapped to the HubSpot hs_ticket_priority property, and the original LiveHelpNow ticket ID preserved in a custom text field lhn_original_ticket_id__c. We create the destination pipeline and stage values in HubSpot before import using the Tickets pipeline configuration API. If LiveHelpNow uses custom ticket statuses beyond the standard Open/Resolved/Closed set, we create matching custom stage values in the destination pipeline.

LiveHelpNow chat conversations migrate to HubSpot Conversations linked to the corresponding Contact record. Message content, timestamps, operator name, and customer identity transfer. We resolve the customer email from the LiveHelpNow conversation to a HubSpot Contact record by email match; if no matching Contact exists, we create one during migration. Conversation read/unread state transfers as a HubSpot Conversation open/closed status. LiveHelpNow conversations linked to Tickets attach to the migrated HubSpot Ticket via the conversations/tickets association.

LiveHelpNow Agent profiles (name, email, role, queue assignments) map to HubSpot User accounts. We match agents by email against the HubSpot destination account and flag any LiveHelpNow agent without a HubSpot User as a provisioning requirement before the migration begins. Agent group and queue memberships from LiveHelpNow map to HubSpot Teams, which must be pre-created in HubSpot before agent assignment records are imported.

LiveHelpNow KB articles (title, body content, optional tags) migrate to HubSpot Knowledge Base articles. Body content transfers as HTML; images embedded in LiveHelpNow articles are extracted and re-uploaded to HubSpot's file management system with URLs updated in the article body. We maintain a cross-reference table mapping LiveHelpNow article IDs to new HubSpot article IDs because HubSpot assigns new numeric IDs on import, which affects any published KB URLs that customers have shared externally.

LiveHelpNow KB categories form a hierarchical folder structure that we replicate in HubSpot as Knowledge Base topics. Article ordering within categories migrates as HubSpot article sort order within each topic. If LiveHelpNow uses a flat category list with article-level parent assignment rather than a strict tree, we replicate the same organization in HubSpot topics. We validate the full category tree before article import to ensure navigation remains consistent in the destination.

LiveHelpNow custom fields on Tickets require schema creation in HubSpot before import. We extract the LiveHelpNow field type (text, number, date, dropdown, checkbox) and create equivalent HubSpot Ticket Properties using the Ticket Properties API. Dropdown fields in LiveHelpNow with specific value options map to HubSpot Ticket Properties with matching enumerated options. If HubSpot does not support a LiveHelpNow field type natively, we store the value in a custom text property and note the type mismatch in the mapping documentation.

LiveHelpNow tags on tickets follow a flat naming convention. Tags migrate as HubSpot Ticket Labels, which are available on HubSpot Service Hub Professional and above. Tags applied to knowledge base articles migrate as HubSpot Knowledge Base article tags within each topic. Note that HubSpot Labels do not support the same inheritance or auto-suggest behavior as LiveHelpNow tags; the customer admin reviews the full tag vocabulary during scoping to consolidate duplicates before import.

Facebook, Twitter, and other social channel messages that surface in LiveHelpNow as ticket-linked conversations migrate to HubSpot Conversations with the social channel preserved in the conversation source property. The conversation links to the migrated Ticket via the conversations/tickets association. Social-specific metadata (Twitter handle, Facebook page ID) stores in a custom HubSpot conversation property if the customer requires it for reporting.

LiveHelpNow canned response templates (agent-personal and shared folders) have no direct HubSpot Service Hub native equivalent. HubSpot Service Hub does not include a canned response library. We export the full folder structure and response content and deliver a written rebuild guide recommending either HubSpot Workflow-based snippet insertion (using a static HTML action) or a shared document in HubSpot's file management system that agents reference manually. This is a rebuild task for the customer's admin, not a data migration.

LiveHelpNow survey responses (post-chat and post-ticket CSAT, NPS, and custom question answers) migrate as HubSpot Customer Feedback survey responses linked to the corresponding Ticket. Response metadata (respondent email, response timestamp, survey name) transfers; individual question answers map to HubSpot's survey question response fields. We note that HubSpot Customer Feedback requires a separate license beyond Service Hub Starter in some configurations.

Historical chat transcripts attach to LiveHelpNow Conversations and are exportable as part of the conversation record. We preserve full message text, duration, channel, and operator attribution by linking transcript content to the migrated HubSpot Conversation. Transcript content that includes embedded images or file attachments handles these as HubSpot file attachments linked to the conversation record.

LiveHelpNow workforce management settings — agent availability schedules, queue routing rules, and scheduling configurations — are platform-specific settings rather than transactional data records. These do not migrate to HubSpot Service Hub because the scheduling, availability, and routing models differ structurally. We export a JSON snapshot of the workforce management configuration as a reference artifact for the customer's admin to use when configuring equivalent availability rules and routing in HubSpot's inbox assignment settings.