Migrate from Trengo to HubSpot Service Hub

Trengo Conversations map to HubSpot Tickets. The conversation's channel origin (WhatsApp, email, Instagram, etc.) is preserved as a custom Ticket property channel_source__c. The conversation status (open, pending, resolved, closed) maps to HubSpot Ticket status values, which we configure as a Ticket Pipeline with matching stage names before migration. The 7-day rolling window metadata is not carried forward as it is a Trengo-specific billing construct; we instead set the Ticket creation timestamp to the first message's created_at timestamp for accurate historical ordering.

Trengo Messages nested inside each Conversation map to HubSpot Ticket Conversation records. We extract the message direction (inbound/outbound/internal_note), the sender (agent or contact), timestamp, body content, and any attachment references. Internal notes in Trengo map to internal Ticket Conversations in HubSpot, preserving the collaborative annotation layer. Multi-part message threads reconstruct in HubSpot's chronological conversation view.

Trengo Contacts map directly to HubSpot Contacts. Standard fields (name, email, phone, avatar) migrate 1:1. Custom contact properties (date fields, boolean flags, multi-select labels) are type-mapped to HubSpot's corresponding property types during the transform phase. We deduplicate on email address and resolve any conflicts by preferring the most recently updated record. Channel-specific contact identifiers (e.g., WhatsApp number) are preserved in a custom Contact property.

Trengo Channels (WhatsApp, email, Instagram, Facebook, live chat, voice, SMS) map to HubSpot Inboxes. Each Trengo channel becomes a dedicated HubSpot Inbox with its routing rule configured to the corresponding Team. Channel credentials (API keys, WhatsApp Business API phone numbers) are preserved as configuration metadata in a written handoff document; they are not migrated programmatically because HubSpot's channel authentication is destination-specific.

Trengo Teams and their member assignments export directly. Each Trengo team maps to a HubSpot Team with the same name. We resolve team members by email match against HubSpot Users. Routing rules (which team handles which channel or inbox) are exported as structured configuration and written into a routing rules handoff document for the customer's admin to configure in HubSpot's Inbox Settings and Conversation Routing.

Trengo User profiles (name, email, role, active/inactive status) map to HubSpot Users. We match by email address. Any Trengo user without a corresponding HubSpot User goes to a reconciliation queue for the customer's admin to provision. Agent ownership of conversations is preserved as the Ticket's owner via the HubSpot Owner lookup.

Trengo Help Center articles with body content, categories, and publication status migrate to HubSpot Knowledge Base articles. Article-category hierarchy maps to HubSpot's category structure within each Knowledge Base. Publication status (draft, published) is preserved. Articles linked to specific widget placements require manual reconfiguration in HubSpot's Help Desk settings post-migration.

Trengo Tags applied to Conversations are exported as flat label arrays. We map these to HubSpot Ticket Topics with TopicAssignment records. Tag naming collisions are handled by applying a prefix convention during migration (e.g., trengo_tag_name) to avoid collision with existing HubSpot topics. The customer chooses whether to use Topics or a custom multi-select picklist on Ticket during scoping.

Trengo automation workflows (triggers, conditions, actions) are exported as structured JSON where the API exposes them. Complex multi-step automations with branching logic, delays, and channel-specific routing do not migrate as code because HubSpot's workflow builder uses a different trigger and action model. We deliver a written automation inventory with each workflow's trigger type, conditions, actions, and recommended HubSpot Workflow equivalent for the customer's admin to rebuild.

Trengo channel routing rules (which incoming messages on which channel land in which team inbox) are exported as structured configuration. These map to HubSpot's Conversation Routing rules available from Service Hub Professional tier. Routing is rebuilt by the customer admin in HubSpot Inbox Settings using the written routing map we deliver as part of the handoff package.

Trengo aggregated reporting data (CSAT scores, response time averages, channel volume distribution) is exported as CSV for historical reference. SLA thresholds, performance benchmarks, and dashboard configurations do not carry forward because they reference Trengo-specific metrics and cannot be imported into HubSpot's reporting engine. We deliver a written report inventory with recommended HubSpot reporting equivalents (Ticket metrics, CSAT surveys, inbox performance) for the admin to rebuild.

WhatsApp Business API credentials (phone number IDs, access tokens, approved message templates) are Trengo-specific Meta-issued credentials tied to Trengo's Meta Business Partner status. They cannot be transferred to HubSpot. The customer must register their WhatsApp Business API number in HubSpot's WhatsApp integration or via a HubSpot-certified WhatsApp Business Solution Provider post-migration. We provide a WhatsApp re-onboarding checklist as part of the configuration handoff.