Migrate from Sprinklr Service to HubSpot Service Hub

Sprinklr Cases map to HubSpot Tickets. The Sprinklr channel source (voice, social, chat, email, messaging) is preserved as a custom ticket property (hs_channel_source__c) so the migration team can reconstruct channel distribution reporting in HubSpot. Agent assignment, SLA metadata (first response time, resolution time), and case status map to HubSpot owner, SLA policy reference, and ticket pipeline stage. Conversation threads migrate as associated email message records linked to the ticket.

Sprinklr Contacts map directly to HubSpot Contacts. All standard fields (name, email, phone, address) migrate, along with any custom Contact properties discovered during scoping. HubSpot's email format validation is applied post-import; malformed email addresses found during reconciliation are flagged in a data quality report for the customer's admin to resolve before go-live.

Sprinklr Companies map directly to HubSpot Companies. The HubSpot company domain becomes the Company Website field and is used as the dedupe key during import. Company is created before any Contact import so that the HubSpot Contact-to-Company association is satisfied at the moment of Contact insert.

Sprinklr Agent records map to HubSpot Users. Agent profile data (name, email, role assignment, team membership, skill tags) migrate as HubSpot User properties. We resolve agents by email match against the HubSpot destination. Any Sprinklr Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes, because OwnerId references on Tickets require an active or inactive User in HubSpot.

Sprinklr Teams map to HubSpot Teams. Team names and hierarchies migrate as HubSpot Team records, with member assignments resolved via the Agent-to-User mapping. HubSpot Teams are used for ticket assignment routing, SLA policy scoping, and reporting by team in Service Hub Professional and above.

Sprinklr custom fields on standard entities (Case, Contact, Company, Agent) are transformed into HubSpot custom properties. Custom field type mapping is applied during export: Sprinklr picklist values map to HubSpot dropdowns, multi-select values map to HubSpot checkboxes or multi-select properties, and numeric values map to HubSpot number fields. Custom field definitions vary per Sprinklr tenant and are discovered during the scoping audit before any schema is created in HubSpot.

Sprinklr tags applied across Cases and Contacts are exported with their parent record associations and reconstructed in HubSpot as Tags linked to the corresponding Ticket or Contact. The tag taxonomy from Sprinklr is reviewed during scoping: if the number of unique tags exceeds HubSpot's practical tag management threshold, we recommend consolidating into a smaller set of meaningful labels and noting the full original taxonomy in a custom field for reference.

Sprinklr Knowledge Base Articles export with metadata including category, publish status, article body, and external/internal URL references. Articles are restructured for HubSpot's Knowledge Base format, with Sprinklr categories mapped to HubSpot Knowledge Base folders. Published status is preserved; draft articles are flagged separately so the customer can complete editing before publishing in HubSpot. Note that Sprinklr's periodic KB sync requires Success Manager coordination post-migration and is not part of the data migration scope.

Individual messages within a Sprinklr Case form conversation threads, each tagged with channel source, timestamp, sender, and message content. Full thread history is exported via Sprinklr's API and mapped to HubSpot email message records linked to the parent Ticket. Channel metadata (source system, channel type) is preserved as message properties so the customer's team can verify channel distribution post-migration.

Sprinklr custom entities created via Entity Manager export separately from standard entities, as they have organization-specific schemas that vary per tenant. These map to HubSpot Custom Objects, available from HubSpot Service Hub Professional tier ($90/user/month) and above. We pre-create the destination schema in HubSpot, including all custom fields, lookup relationships, and any required validation rules, before any data import begins. Custom entity record counts and lookup dependencies are identified during scoping so the migration team can provision the correct HubSpot edition.

Sprinklr's reporting module exports dashboards and widgets to PDF, Excel, PNG, and CSV formats. These exports are extracted directly and delivered as a structured report package alongside the data migration. The report package is provided as-is for the customer's admin to reference when rebuilding equivalent HubSpot reports and dashboards in HubSpot's reporting module post-migration.

Sprinklr SLA metadata attached to Cases (first response time, resolution time, business hours, team-level SLA assignments) is exported as structured data and documented in a mapping table. HubSpot SLA policies are configured in Service Hub Professional and above using HubSpot's SLA policy builder. We deliver the SLA mapping table as a configuration guide; the customer's HubSpot admin applies the SLA policies during the post-migration setup phase.