Migrate from Watermelon to HubSpot Service Hub

Watermelon Contact records (name, email, phone, custom fields) map directly to HubSpot Contact properties. We discover all Watermelon custom fields during scoping, create equivalent HubSpot contact properties (custom properties use the hs_ prefix convention and are created via the HubSpot Properties API before import), and preserve the original Watermelon contact ID in a custom property wm_original_id__c for audit and reconciliation.

Each Watermelon conversation maps to a HubSpot Ticket. The Watermelon conversation ID becomes wm_conversation_id__c on the ticket. We map the Watermelon channel type (WhatsApp, Instagram, Facebook, live chat, email) to the ticket's inbox or pipeline source field, and conversation status (open, resolved, pending) maps to HubSpot ticket pipeline stage. Agent-assigned conversations inherit the HubSpot Owner resolved from the Watermelon agent email.

Each Watermelon message within a conversation becomes a HubSpot Ticket private comment (internal note) on the mapped Ticket. The message sender type (agent, bot, customer) and timestamp are preserved in the comment body and metadata. We maintain chronological ordering by setting the comment creation timestamp to the original Watermelon message timestamp. Attachments on messages migrate as HubSpot file attachments linked to the ticket.

Watermelon tags applied to contacts and conversations are exported as arrays on the parent record. Tags on Watermelon conversations map to HubSpot ticket labels if the destination uses the labels feature, or to a custom multi-select picklist property wm_tags__c on the ticket object. The customer chooses tag strategy during scoping based on whether they use HubSpot Service Hub Professional or Enterprise.

Watermelon channel configurations (WhatsApp Business, Meta Facebook, Meta Instagram, live chat, email) are OAuth-scoped integrations that cannot transfer credentials. We document every active channel, its connected business account ID, and the recommended HubSpot inbox or channel type for reconnection. WhatsApp Business requires re-authentication through the Meta Business Manager and HubSpot WhatsApp integration setup flow.

Watermelon webhooks registered on events (new contact, message received, conversation closed) are documented as webhook endpoint URLs and event type arrays. These cannot be re-created automatically because HubSpot uses a different webhook registration model. We deliver a structured webhook inventory with the HubSpot Workflow webhook action equivalent for each documented Watermelon webhook.

Watermelon Flow automations are server-side configurations not exposed via API. We run a manual flow audit against the customer's Watermelon account during scoping, document every active flow with its trigger conditions, routing logic, and AI Action definitions, and deliver a written workflow map recommending HubSpot Service Automation equivalents (workflows, routing flows, or Playbooks) for each. The customer's admin rebuilds these in HubSpot post-migration.

Watermelon AI Actions and model finetuning settings define chatbot behavior specific to the Watermelon AI stack. These have no API export path and no direct HubSpot equivalent. We document the AI behavior (response style, fallback triggers, escalation conditions) in a configuration notes document. The customer's team rebuilds the equivalent behavior using HubSpot Breeze AI Customer Agent, which includes knowledge base population and agent instruction configuration.

Watermelon contact-level custom fields vary by account and are exposed via the API. We discover the full custom field schema during scoping, create equivalent HubSpot contact properties using the HubSpot Properties API (with type mapping: text to string, number to number, date to date, checkbox to booleans), and flag any Watermelon field types that cannot be represented natively in HubSpot (e.g., nested objects or array fields that require custom object or JSON-encoding workarounds).

Watermelon aggregate analytics (resolution rates, conversation volume, first response time, CSAT) are exported from the Watermelon dashboard as structured reports during scoping. These key metrics are mapped to HubSpot Service Hub native reports where equivalent objects exist (ticket volume, resolution time, agent performance). HubSpot's native reporting from Professional tier onward covers these metrics without requiring a separate analytics platform.

Watermelon notes attached to contacts are exported as free-text arrays and mapped to HubSpot Contact notes (timeline entries). We preserve the note creation timestamp, author (agent name), and full text content. Notes with attachments map those attachments to HubSpot file records linked to the contact.

Watermelon engagement metadata (first contact timestamp, last message timestamp, total message count, resolved timestamp) is exported per conversation and stored as custom properties on the HubSpot Contact record (wm_first_contact_date__c, wm_last_message_date__c, wm_message_count__c). This preserves the activity summary that support agents rely on without requiring them to open every linked ticket.