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This guide walks you through how to move your content from CustomerHub Classic into the new CustomerHub platform.
Migration is not automatic. You will rebuild your content using your existing materials from Classic.
You’re not starting from scratch — you’re reorganizing and improving your existing setup.
The work is grouped into four phases. These are the same phases we use in our paid migration services, so if you decide part-way through that you'd like help, you'll already be speaking the same language as our team.
✅ Migration Checklist
Phase 1 · Content Transfer
Phase 2 · Cleanup & Optimization
Phase 3 · Launch Prep & Setup
Phase 4 · Launch
⚠️ Important
Content does not transfer automatically
Some setup will need to be recreated
You can migrate gradually — nothing needs to happen all at once
⚙️ Need some power-ups?
We offer the following add-ons for DIY migrations:
Multimedia-Only Transfer - we'll move your images, videos, audio, and downloadable files into the new platform for you. This includes media transfer only and does not include content setup.
Full Content Transfer - we'll transfer your core content structure into the new platform, including multimedia, members groups (as segments), action links, partials (as snippets), and pages mapped into products. Cleanup, automation, and edge-case fixes are not included.
Domain Forwarding - we'll configure your Classic domain to automatically forward to your new application so your users are seamlessly redirected after migration.
We also offer Guided, Concierge, and Full Service migration options if you need more help.
How long does migration take?
Simple portals: 1–2 weeks
More complex setups: 4–8 weeks
Most users complete this step-by-step over time.
Before You Start
Before beginning your migration:
Make sure your new CustomerHub app is created
Log into your CustomerHub Classic app
Be ready to reference your existing content as you rebuild
💡 Pro Tip: Most users complete this process gradually — you do not need to migrate everything at once.
Phase 1 · Content Transfer
Move your existing material into the new platform. Nothing here is visible to your users yet — every page arrives as a draft.
Step 1: Move Your Multimedia from Classic
⏱️ Estimated time: 1–5 hours depending on library size
What this step does
Moves your images, videos, and files into the new platform so you can reuse them.
How to do it
Log into your CustomerHub Classic app
Locate your media (images, downloads, videos)
Download each file
Then:
Log into your new CustomerHub app
⚠️ What to watch for
Some files must be downloaded individually
Large libraries may take time
Keep files organized as you upload
⚙️ Want to skip this step?
Multimedia-Only Transfer - we'll move your images, videos, audio, and downloadable files into the new platform for you. This includes media transfer only and does not include content setup.
Step 2: Recreate Segments (Member Groups)
⏱️ Estimated time: 15–30 minutes
What this step does
In Classic, membership access was controlled by member groups. In the new platform, this is done using segments.
How to do it
Review your member groups in Classic
Create matching segments in the new platform
Use similar naming so everything stays clear
💡 Tip
You don’t need to complete the full migration in one sitting. Most users work through this step-by-step over time.
Step 3: Rebuild Your Products and Pages
⏱️ Estimated time: 2–12+ hours (longest step)
What this step does
This is where you rebuild your courses, programs, and membership content.
⚠️ Access works differently in the new platform
In Classic, access was controlled page by page. In the new platform access is controlled at the product level: a user gets access to a product, and that gives them everything inside it. Structure is Products → Sections → Pages. Keep this in mind as you decide what becomes a product.
How to do it
Create a product for each course or program
Add sections to organize your content (optional, but recommended for products with more than 10 pages or lessons)
Create pages for each lesson or module
Then:
Copy content from your Classic pages
Paste it into your new pages
⚠️ Important
Each page is set to Draft initially and must be set to Live individually
Some formatting may need cleanup
Embedded media will need to be replaced
💡 Pro Tip - Many users use this step to simplify navigation, improve onboarding, and create a better experience for their users. For example, many users simplify their content into clear modules or create a structured onboarding flow for new users.
⚙️ Want to fast-track this step?
Full Content Transfer - we'll transfer your core content structure into the new platform, including multimedia, members groups (as segments), action links, partials (as snippets), and pages mapped into products. Cleanup, automation, and edge-case fixes are not included.
Step 4: Rebuild Snippets (Partials)
⏱️ Estimated time: 30 minutes–3 hours
What this step does
Partials from Classic are recreated as snippets in the new platform.
How to do it
Review your partials in Classic
Recreate them as snippets
Paste in the content
⚠️ Important
Access rules must be set again
Snippets default to all users access by default
Phase 2 · Cleanup & Optimization
Your content is in. Now make it look right before anyone sees it.
Step 5: Clean Up Your Content
⏱️ Estimated time: 5–10 minutes per page
What this step does
Content copied from Classic rarely lands perfectly. This is the pass where you fix it.
How to do it
Review each migrated page against the Classic original
Fix paragraph spacing, alignment, text styles, and column layouts
Fix broken media — images, video thumbnails, audio players, download buttons, and embedded content
Replace any embedded media that didn't carry across
💡 Tip
Work product by product rather than jumping around. It's much easier to keep track of what you've already reviewed.
Step 6: Apply Your Branding
⏱️ Estimated time: 10 minutes
What this step does
Makes the new portal look like yours before your users ever see it.
How to do it
Upload your logo
Set your brand colors in the theme
Configure your navigation so it's intuitive
Upload product thumbnails
Preview the site on both desktop and mobile
Step 7: Finish Your Structure
⏱️ Estimated time: 30–60 minutes
What this step does
Tidies up the organizational layer so nothing is orphaned or sitting in the wrong place.
How to do it
Confirm every product has its pages set to Live
Create sections to organize content where needed
Configure collections and categories, if you use them
Clean up any catch-all product — move or delete every page left in it
⚠️ Don't leave a catch-all behind
If any pages ended up in a general "migrated content" style product, move them into their real product or delete them. Anything left there can become visible to the wrong users later.
Phase 3 · Launch Prep & Setup
Wiring, settings, and testing. Everything here happens before a single user is moved.
Step 8: Recreate Action Links and Automation
⏱️ Estimated time: 30 minutes–3 hours
What this step does
Action links trigger automation, like tagging users or granting access.
How to do it
Review your action links in Classic
Recreate them in the new platform
Update URLs to point to your new pages
⚠️ Important
Automation must be rebuilt in Keap using the user button clicked activity trigger and does not automatically transfer.
⚙️ Want your action links carried over for you?
Your action links transfer as part of the Full Content Transfer add-on, or with any paid migration service. The Keap automation behind them still needs to be rebuilt.
Step 9: Configure Payments & Access
⏱️ Estimated time: 30–60 minutes
What this step does
Ensures users receive access to your content.
You have two options:
Option 1: Use Stripe (recommended)
Connect Stripe in Settings → Workspace → Connectors
Create products in Stripe
-or-
Option 2: Continue using Keap
🚨 Do this first: rename your Keap tag category
If you already have a tag category in Keap named CustomerHub (holding your Classic product tags), rename it to CH Classic before you connect your new app. If you skip this, all of your new product tags are added to that same existing category and your Classic and new tags become very hard to tell apart.
Rename your existing Keap tag category to CH Classic
Connect Keap in Settings → Workspace → Connectors
Maintain your existing billing setup
⚠️ If you're currently using Keap for billing
Your existing subscriptions will continue running in Keap
You do not need to move them immediately
You can keep using Keap for access while you transition
Step 10: Notification & Support Settings
⏱️ Estimated time: 15 minutes
What this step does
Controls which emails your users receive while you're migrating them, and where their replies go.
How to do it
Turn OFF product access emails on all products
Keep the new user notification email toggled ON
Set your support email address in App Settings
💡 Why these settings
During migration this combination means each user receives exactly one email — their login instructions — instead of a separate notification for every product they have access to. You'll reverse these settings after launch.
Step 11: Test Your Setup
⏱️ Estimated time: 30 minutes–2 hours
Before migrating users:
Create a test user
Assign access
Log in as that user
💡 Tip: use email sub-addressing
You don't need a second email account. Use name+test1@yourdomain.com — mail still arrives in your normal inbox, but the platform treats it as a separate user.
Verify
Products display correctly
Pages are visible
Media works
Access is correct
Links, buttons, and downloads all work
The experience works on mobile
Segment access behaves correctly, if you use segments
⚠️ Important - This step ensures a smooth user experience and helps prevent support issues after launch.
Phase 4 · Launch
The only phase your users can see. Work through the readiness checklist below before you start.
Step 12: Migrate Your Users
⏱️ Estimated time: 2–8 hours
How this works
Users are migrated using Keap automation.
Process
Create a new automation in Keap
Set up a 1:1 product access tag mapping (mapping Classic tags to Next tags)
Leave the automation in draft until you are ready to go live
Send your users an advance notice email 1–2 weeks before your planned launch
Work through the Launch Readiness Checklist below
Send your launch day email on the morning of go-live
Publish the Keap automation and select Yes to import users with the existing tags
What typically changes for your users:
Login experience may be updated
URLs may change
Content layout may improve
Best practice
Send a simple email explaining:
Why you're upgrading
What to expect
Where to log in
Email example
Subject: We're upgrading your experience
Hi [First Name],
We wanted to let you know about an important update to your [membership/online course, etc] experience.
We’re upgrading to a new platform designed to deliver a better, more guided experience — so you can move through the content more easily and get better results.
WHAT'S CHANGING
Over the coming [timeframe], we’ll be transitioning from our current platform to a new and improved experience.
The new platform is built to:
* Guide you step-by-step through the content
* Make everything easier to navigate
* Help you stay engaged and make consistent progress
WHAT THIS MEANS FOR YOUR
* You’ll receive access to the new platform soon
* Your content will still be available, just in a more structured format
* Your login experience may look slightly different
We’ll make sure you have everything you need to access your content without interruption.
DO YOU NEED TO TO ANYTHING?
Not right now.
When your access is ready, we’ll send you a follow-up email with clear instructions on how to log in and get started.
OUR GOAL
This upgrade is all about helping you get more value from the content — not just access it.
We’re excited for you to experience the new platform.
If you have any questions, feel free to reply to this email — we’re happy to help.
Thanks for allowing us to continue to serve you.
— [Your Business Name]
🚨 Important: This email template is intended to be used as a guide rather than a copy/paste swipe template. Please personalize the email to your specific audience and business. Please ensure that you replace merge codes with those from Keap or whatever other email system you use to send communications.
⚠️ Important - Once the automation is published, your users will automatically be added to the new CustomerHub app and will begin receiving access emails to log in for the first time. Please make sure that you have communicated in advance and are fully prepared to go live before you publish this automation in Keap.
💡 After launch
Once your users are migrated, we recommend that you:
Turn back ON all product access emails in the new CustomerHub
Turn the new user notification email OFF
Check your user list and spot-check product access
Configure domain forwarding so Classic links redirect to your new platform
⚙️ Want to forward your Classic links?
You can use Domain Forwarding to automatically redirect users to your new platform.
✅ Launch Readiness Checklist
Run through every item before you publish the tag translation automation in Keap. Publishing that automation is the point of no return — it starts emailing your users.
Content & Products
All products created and pages set to live
All pages reviewed, formatted, and published within their products
Sections created to organize content where needed
Product thumbnails uploaded
Collections and categories configured (if applicable)
Any catch-all product cleaned up — all pages moved or deleted
Branding & Design
Logo uploaded
Brand colors set in theme
Navigation is intuitive and tested
Site preview polished on desktop and mobile
Keap & Automation
Keap tag category renamed to "CH Classic" — before connecting Keap
Keap connector set up and synced
Tag translation automation fully built — all products + segments mapped
Translation automation is in DRAFT (not yet published)
Notification Settings
New user login instructions email: ON (App Settings)
Product access email notifications: OFF on all products
Support email address set in App Settings
Testing
Test user created (email sub-addressing)
Login email received and tested
Product access verified — correct content visible
All links, buttons, and media tested
Mobile experience tested
Segment access tested (if using segments)
Customer Communication
Advance notice email sent (1–2 weeks before)
Launch day email drafted and scheduled
Support plan in place for user questions post-launch
Go Live
Launch day email sent
Translation automation PUBLISHED in Keap
Existing contacts added when prompted
Users verified in new platform
Product access emails turned ON
Generic new user email turned OFF (optional)
Domain forwarding configured
Common Questions
Why does my content look different?
Some formatting from Classic may not carry over and may need adjustment.
Will my users lose access?
No. As long as access is configured correctly, your users will retain access to your content.
Will my links change?
Yes. The new platform URLs are different. Domain forwarding can help redirect users.
Does my File Box content come across?
Yes. File Box content — the private per-user files stored on each contact's record in Classic — now migrates along with the rest of your content. This was added in July 2026, so older guides and checklists may still say it does not.
Why do I need to migrate?
CustomerHub Classic depends on the Keap XML-RPC API, which is being sunset. Because of that, CustomerHub Classic will reach end-of-life on December 31, 2026.
What happens if I don't migrate?
If you do not migrate before CustomerHub Classic reaches end-of-life, your Classic portal will no longer be supported and members will not be able to log in after December 31, 2026.
⚙️ Need help?
If you’re feeling stuck or short on time, you don’t have to do this alone. Please check out our Guided, Concierge, and Full Service migration options.