Will original ownership, authorship and created dates be preserved?
Yes. Created-time metadata is carried across, and ownership and authorship are carried across where the original users are set up in Intercom. Where Intercom cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If the new system can't natively support an old record type, what are my options?
We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Intercom, review sample records from it and propose how it can be represented, based on what Intercom supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.
What happens to HubSpot content or formatting that has no equivalent in Intercom?
We map it to the closest equivalent Intercom offers and agree that mapping with you before the migration runs. The sample migration then shows you the result on your own content, so you can see how anything without a direct match comes across before the full run.
Will our HubSpot design and theme carry over to Intercom?
No. The visual theme is set up separately in Intercom, because each platform builds its theme in its own way and themes don't convert from one platform to another. Your articles migrate as normal, so the new theme can be applied on top of them.
Will the migration set off automations or send emails or notifications to customers, our team or anyone else?
No. Before the sample or full migration starts, we confirm with you that nothing in Intercom will send messages about the migrated data: we import with notifications switched off wherever Intercom allows it, and either pause any automation that could send them for the migration window or give it a condition, such as a suppression tag, that skips migrated records, which lets your live automations keep running for new records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.
Can you migrate data that Intercom can't take in through an API?
In many cases, yes. Where something can't be written through an API, we recreate it through Intercom's user interface where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.
What happens if Intercom requires fields our HubSpot data doesn't have?
We check the destination for required fields your source data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where Intercom lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.
Do we need to convert tables or clean up our HubSpot articles before the migration?
No. We read each article's original content from HubSpot and transform it in our migration scripts before loading it into Intercom, so your team doesn't need to convert tables to text or screenshots first. You can check how tables come across in the sample migration before the full run.
If our HubSpot articles have translations, will they stay linked to the originals as language variants in Intercom, rather than becoming separate articles?
Yes, where Intercom supports language versions. We keep each translation linked to its original article as a language version rather than creating it as a separate article. Links between articles are rewritten to point at the new articles as well.
Will our HubSpot articles and documents keep any comments, inline images and attachments in Intercom?
Usually, yes. Images, including the inline images in your articles, and attachments are downloaded from HubSpot and uploaded into Intercom, and the image links inside each article are rewritten to point to the new location, so they no longer depend on your old account. Comments can be migrated too where both platforms support them, but some platforms show the migration account as their author, or can't keep the highlight that ties a comment to its passage, so we can add the original commenter and date to each comment. How cleanly comments and embedded images come across depends on the source, so we check it on a sample of your own documents before the full run.
Can you migrate the version history of our HubSpot content to Intercom, and is there a limit on how many versions come across?
It depends on Intercom: some platforms can't take version history at all. Where a platform can't take it, each document arrives as its latest version, with an authorship and "migrated from" line added. Where Intercom can hold past versions, any cap on how many it keeps is Intercom's own, so we confirm it with you during scoping.
Will our HubSpot page hierarchy, structure and categories stay the same in Intercom, or do we need to set them up first?
By default they carry over wherever the new platform supports them, and you don't need to set them up beforehand. We recreate your page tree or categories in Intercom as part of the migration, wherever it supports them, so each page keeps its place under the same parent, and once every page exists, a second pass points internal links at the new pages. Where Intercom organises content differently, we agree the mapping with you first, and any categories you'd rather leave behind are agreed during scoping. You review the structure in the sample migration before the full run.
Can you reorganize our HubSpot folder and page structure during the migration, for example if Intercom allows fewer levels?
Yes. You can set up the structure you want in Intercom first, and we write the migration scripts to place each page into it. Or we migrate everything as it is and restructure it afterwards through Intercom's API where it allows that, which is faster than moving pages by hand. Where Intercom allows fewer levels than HubSpot, we agree with you how each level maps before anything runs, and the sample migration shows the result.
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