Migrate from Simplify Reality to HubSpot Service Hub

Simplify Reality customer records map to HubSpot Contacts. The source records likely include contact name, email address, phone number, and channel source (indicating where the customer first contacted the team — email, SMS, WhatsApp, Facebook, or Twitter). We map the channel source to a HubSpot Contact property; email and phone transfer to standard Contact fields. We create a custom Contact property original_channel_source__c to preserve the source system value. If the customer's manual export produces records with custom fields not matching standard contact properties, we create matching HubSpot custom contact properties before import.

Simplify Reality conversation threads map to HubSpot Service Hub Tickets. Each conversation becomes a Ticket record with the conversation subject pulled from the first message or a generated subject line, the ticket status derived from the conversation close state, and all inbound and outbound messages preserved as TicketAttachments or linked conversation notes. The source channel (email, SMS, WhatsApp, etc.) maps to the HubSpot inbox channel on the associated Conversation object. If the customer exported conversation data with timestamps, we use the earliest message timestamp as the Ticket create date.

HubSpot's Conversations inbox tracks individual message threads alongside Tickets. We map Simplify Reality conversation messages to HubSpot Conversation records linked to the corresponding Ticket. Each message in the source thread becomes a Conversation message with the direction (inbound vs outbound) preserved from the source data. If the customer exported messages with rich content or attachments, we attach them to the Conversation record or the parent Ticket as appropriate. Messages without a parent ticket are created as standalone Conversation records pending ticket association.

Simplify Reality's claimed channel support (Email, SMS, WhatsApp, Facebook Messenger, Twitter) maps to HubSpot's Inbox channels. During scoping, we confirm which channels the customer actively used by reviewing the exported conversation data. Active channels are connected in HubSpot Service Hub inbox settings during migration setup. Twitter direct messages and Facebook Messenger require page connection configuration in HubSpot; we document the required steps and credentials for the customer's admin. WhatsApp requires a Meta Business account connection which is configured post-migration.

Simplify Reality agent or user configuration has no documented schema. We extract distinct agent identifiers from any exported conversation data (typically an email address or internal ID in the assigned_agent field) and map them to HubSpot User records by email match. We flag any agent that cannot be resolved to an active HubSpot User and document the reconciliation queue. If the customer used role-based access control in Simplify Reality, we capture the role names in custom User properties for the admin to map to HubSpot Teams and permission sets post-migration.

If the Simplify Reality export includes company or organization records separate from customer contacts, we map these to HubSpot Companies. Company name and domain transfer to the Company record. A Many-to-Many relationship is established between Company and Contact records in HubSpot. We deduplicate by company name during import using HubSpot's standard duplicate detection. If no company data exists in the source export, we derive Company records from the email domain on Contact records during migration.

Any custom properties on Simplify Reality customer records (beyond name, email, phone, and channel) are mapped to HubSpot Contact custom properties. We create custom Contact properties of the appropriate type (text, number, date, dropdown) before importing data. HubSpot Starter allows up to 1,000 custom Contact properties; Professional and Enterprise allow unlimited custom properties. We align the field type in HubSpot (e.g., Simplify Reality boolean fields become HubSpot checkboxes, date fields become HubSpot date pickers). Any property that cannot be type-matched is flagged in the mapping document for the customer to resolve.

Simplify Reality's AI reply recommendations and automated response rules are core to the product but no schema, configuration export, or rule definition was found in the research. HubSpot Service Hub does not have a native AI reply recommendation feature; the nearest equivalent is HubSpot's Breeze AI (available as a separate add-on) or manual Canned Responses and Snippets in the inbox. We cannot migrate automated response configurations as structured data. We document any observed patterns in the conversation data (e.g., common auto-reply texts) as a written handoff for the customer's admin to configure in HubSpot Canned Responses or Breeze AI.

Simplify Reality claimed to provide visual insights into operational and customer data, but no analytics schema, export format, or reporting structure was documented. We cannot migrate historical analytics records. We configure HubSpot Service Hub reports (Ticket Volume, Time to First Response, Time to Close, Resolution Rate, NPS surveys) as a baseline post-migration reporting suite. Any source data that includes ticket volume trends or agent performance metrics in CSV form can be imported into HubSpot via the analytics import tool or reconstructed as a custom HubSpot Dashboard by the customer's admin.

Crunchbase indicates Simplify Reality had HubSpot CRM and MailChimp in its technology stack, suggesting integration configurations may have existed. We document any inferred integration settings (API keys, webhook URLs, connected account identifiers) from the customer's account export and map them to equivalent HubSpot integrations. HubSpot's native App Marketplace provides reconnection paths for MailChimp (via the HubSpot MailChimp integration), and any other CRM integrations are re-established in HubSpot Settings. We do not migrate integration credentials directly for security reasons; we provide the reconnection checklist.

If the Simplify Reality export includes file attachments associated with conversations (images, PDFs, uploaded documents), we map these to HubSpot Ticket Attachments and store them in HubSpot's file manager. The file name and original upload date are preserved. HubSpot supports attachments up to 256 MB per file. We flag any attachments exceeding this limit during scoping and discuss a workaround (linking to an external file storage URL in a custom Ticket property) with the customer before migration.

If the Simplify Reality export includes conversation tags, customer labels, or category assignments, we map these to HubSpot Contact multi-select properties. Multi-select properties in HubSpot support up to 200 values. Tags that exceed this or represent categorical ticket routing are alternatively mapped to HubSpot Topics with TopicAssignment records linked to the Contact. We confirm the tag strategy with the customer during scoping and document the chosen mapping in the field mapping deliverable.