Migrate from TrueEngage to HubSpot Service Hub

Contact records do not live in TrueEngage — they live in Genesys Cloud. We extract contact data (name, email, phone, organization) from Genesys Cloud's Contact object via the Genesys Cloud API and map it to HubSpot Contact. The Genesys Cloud conversation participant data serves as the source of truth for contact identity. We resolve duplicates by email address during import and flag unresolved duplicates in a reconciliation report for the customer's admin.

Genesys Cloud organization records map directly to HubSpot Company. The organization's primary domain becomes the Company website field. Where Genesys Cloud stores multiple divisions as separate organization records, we map each to a distinct HubSpot Company and preserve the Genesys division identifier in a custom field for reporting continuity.

Genesys Cloud interaction records (chat, voice, video) map to HubSpot Tickets with Conversation threads. The Genesys conversationId becomes a custom field te_conversation_id__c on the HubSpot Ticket. The Genesys interaction disposition, queue, and agent assignment map to Ticket status, owner, and custom properties. Chat messages migrate as Conversation messages within the Ticket. Voice call metadata (duration, disposition code) migrates to custom ticket properties.

TrueEngage Callback Requests queued into Genesys Cloud as appointments map to HubSpot Tickets with a callback_request__c flag and the scheduled time preserved in a custom date field. The visitor's contact context (name, phone, reason) migrates as ticket properties. Where the customer used TrueEngage's immediate callback feature, we create a Ticket with status set to follow-up and attach a note with the original callback context.

Cobrowse session outcomes, shared-screen session IDs, and session timestamps stored in TrueEngage do not map to a native HubSpot object. We extract the session summary (session ID, outcome, duration, agent, visitor context) and append it as a private note on the associated HubSpot Ticket. If the destination HubSpot account uses a Cobrowse integration (like Acquire or Pine), we provide a field mapping template for session records to migrate there as a secondary step.

TrueEngage Feedback form responses (CSAT scores, NPS, custom form fields) export as a row per submission with visitor context and timestamp. We map each form schema to a HubSpot Survey (Professional and Enterprise) or to custom Ticket properties on Starter. Form question text is preserved as property labels and response values as property values. The original Feedback form schema (questions, branching logic, styling) is documented as a text artifact for manual rebuild in HubSpot Service Hub's survey builder.

TrueEngage Widget settings (channel assignment, targeting rules, scheduling, branding, routing queue assignment) have no export API. We conduct a joint GUI documentation session during discovery where we capture screenshots, configuration settings, and targeting rule logic for each Widget. We deliver a written rebuild guide mapping each TrueEngage Widget to the equivalent HubSpot Conversational Bot trigger condition, Chatflow routing logic, and Inbox assignment. The customer's admin rebuilds in HubSpot Service Hub settings using the guide.

Widget-level routing rules (geographic, time-based, page-based, visitor-segment conditions) stored in TrueEngage are GUI-only with no API export. We document every active routing rule during discovery: the trigger condition, the queue or agent assignment, and the fallback action. We deliver a written routing matrix that the customer's admin uses to configure HubSpot Workflow triggers (based on contact property, ticket source, or conversation channel) and Inbox routing rules. Routing rules do not migrate as code.

Cross-channel transfer and escalation events during a TrueEngage interaction (chat-to-voice, voice-to-video) are recorded as transfer history in TrueEngage with Genesys Cloud handling the routing disposition. We extract transfer events from the Genesys interaction detail API, reconstruct the channel-switch sequence as a structured note on the corresponding HubSpot Ticket, and preserve the original queue and agent assignments as custom ticket properties. This preserves the session continuity context that would otherwise be lost in a flat ticket timeline.

WebRTC voice and video calls routed through TrueEngage use a SIP trunk provisioned by TrueEngage in the customer's Genesys Cloud org. This trunk is non-transferable and must be decommissioned when migrating away. We flag the SIP termination date in the migration plan and include a telco readiness checklist for provisioning a new SIP provider (Aircall, JustCall, or a direct carrier) for HubSpot's calling feature. Historical WebRTC session records (call ID, duration, disposition) migrate as custom properties on the associated HubSpot Ticket from the Genesys interaction export.

TrueEngage business hours, holiday calendars, and queue availability rules are exported as schedule definitions during the discovery documentation session. We provide a written schedule inventory mapping TrueEngage queue availability windows to HubSpot Business Hours configuration and HubSpot Service Hub Holiday objects. The customer configures these manually in HubSpot Service Hub settings using the schedule inventory as the source of truth.

TrueEngage Visitor records are ephemeral browser/app identities scoped to active Widget sessions. They are not persistent contact records. We do not migrate Visitors as standalone records. Where a Visitor record has been associated with a Genesys Cloud Contact (via a named visitor session), we migrate the Contact from Genesys Cloud. Anonymous session data (page views, session duration, proactive chat triggers) is not persisted as a persistent HubSpot object.