Migrate from Talisma to Freshsales

Talisma Contact records map directly to Freshsales Contact. Standard fields (name, email, phone, address, title) transfer cleanly. Custom properties on Talisma Contacts require the Talisma administrator to export the field list during discovery — any custom field not submitted during scoping is flagged as unmapped and may be dropped at load time. We use email as the dedupe key for Contact inserts.

Talisma Organization records map to Freshsales Account. The Talisma organization name becomes the Account name, and the domain or website property maps to the Account website field. Account is created before any Contact import so that the Account-Contact relationship is satisfied at the moment of Contact insert.

Talisma Case records map to Freshsales Deals. Case status (Open, Pending, Resolved, Closed) maps to Freshsales Deal stage values, and case priority maps to Deal priority. Owner assignment migrates via owner email resolution to Freshsales User records. Cases with parent-child threading map to Freshsales Deal notes or a custom parent_deal_id field depending on the relationship complexity.

If the destination Freshsales instance includes Service Cloud or the customer uses Freshdesk for support alongside Freshsales CRM, Talisma Cases map to Freshsales Case records. Case type routing from Talisma maps to Freshsales Case Record Type, and SLA timer data migrates as custom fields on the Case object. This mapping is optional and configured based on the customer's Freshsales product tier.

Talisma interaction logs (email, phone, chat) map to Freshsales Activities. Interaction type taxonomy from Talisma (email_inbound, email_outbound, phone_call, chat_session) maps to Freshsales Activity type values. We preserve the original interaction timestamp as the Activity date and link each Activity to the resolved Contact record via the WhoId field. Chat transcript content migrates as Activity notes or a custom chat_transcript field.

Talisma Chat and Cobrowse session data lives in a separate module from standard interaction logs and requires a distinct export query. Session metadata (start time, end time, cobrowse URL, agent ID) maps to Freshsales Activity metadata fields. Transcript text lands as a structured note attached to the Contact or Case record. Cobrowse event flags (session started, page navigated, screen shared) are simplified to a session summary field because Freshsales has no native cobrowse object.

Talisma custom fields on Contacts, Accounts, Cases, and custom entities require the Talisma administrator to export the full field list during discovery. We map each Talisma custom property to a Freshsales custom field of the matching type (text, number, date, picklist, checkbox). Fields with Talisma-specific picklist values are translated to Freshsales picklist values, with unmapped values flagged for customer review. Schema mismatch errors at load time are caught in the staging migration before production.

Talisma user records (agent, supervisor, admin roles) map to Freshsales User accounts. We resolve users by email match. Talisma role assignments (agent, supervisor, admin) do not map 1:1 to Freshsales profile and permission set model, so we apply a default role mapping (Talisma agent to Freshsales Sales Rep, Talisma supervisor to Freshsales Sales Manager, Talisma admin to Freshsales Admin) and flag discrepancies for the customer to review. Inactive Talisma users are provisioned as inactive Freshsales users to preserve historical assignment data.