Migrate from ASAPP to Salesforce Service Cloud

ASAPP conversations are the primary data unit and map directly to Salesforce Case records. Channel type (voice, messaging, digital) maps to Case Origin; conversation start and end timestamps map to Case CreatedDate and ClosedDate. Resolution outcome, CSAT scores, and routing information transfer to standard and custom Case fields. If ASAPP segments are defined for specific conversation types, we use the segment identifier to set the Case Record Type during import so that stage values and page layouts are scoped per conversation category.

ASAPP customer profiles associated with conversations map to Salesforce Contact records. Customer name, email, phone, and any custom profile fields migrate to Contact fields. We use email as the dedupe key and match against the destination Contact table; unmatched customers create new Contact records. The association between each ASAPP conversation and its customer is preserved as a ContactId reference on the migrated Case so agent consoles show the full customer context without switching systems.

When ASAPP customer records include a company or organization field, we map it to Salesforce Account and link the Contact to the Account via AccountId. If ASAPP does not expose a company association for a customer, we create an Account using the customer domain as a placeholder and flag it for the customer's Salesforce admin to merge into the correct Account during reconciliation. This prevents orphaned Contacts with no Account reference in Salesforce Service Cloud.

ASAPP agent records including performance metrics, handle time data, and assignment metadata map to Salesforce User records. We match agents by email against the destination Salesforce org's User table during scoping. Any ASAPP agent without a matching Salesforce User is held in an Owner reconciliation queue for the customer's admin to provision the User before the Case migration phase begins. Agent performance data (average handle time, CSAT per agent) migrates to a custom Agent_Stats__c object created in the destination org before load.

ASAPP custom structured-data fields extracted from conversations via the structured-data-field API do not have direct Salesforce equivalents. We export the full ASAPP field schema during scoping, identify each field's data type, and map it to the closest Salesforce field type: text fields become Text, numeric extractions become Number, date values become Date, and categorical data becomes Picklist. We pre-create all custom fields on the Case object in Salesforce before any migration batch runs so that field IDs are stable during import.

ASAPP segments define which structured data the system extracts for specific conversation types. Segment definitions and their associated field sets are exported via ASAPP's segments API. We use segment identifiers to set Salesforce Case Record Types so that stage values, page layouts, and custom field visibility are scoped per conversation category in the destination org. Segment-to-Record-Type mapping is defined during scoping and applied as the first transform step during Case migration.

Conversation metadata including channel type, routing information, queue assignment, wait time, wrap-up time, and CSAT score migrates to standard and custom Case fields. We map ASAPP's queue and routing identifiers to Salesforce Omni-Channel routing configuration names so that routing context is preserved in the destination. Historical CSAT scores transfer to a custom field Case.CSAT_Score__c for reporting continuity.

ASAPP voice engagement records including call duration, disposition, and recording URL map to Salesforce Task records with TaskSubtype set to Call. Call duration in seconds transfers to CallDurationInSeconds; disposition code transfers to a custom Task field Call_Disposition__c; recording URL transfers to a custom Task field Call_Recording_URL__c. The Task links to the parent Case via WhatId and to the Contact via WhoId so agents see the full call history within the case console.

ASAPP messaging and email engagement records migrate to Salesforce EmailMessage records (the message content) linked to a Task record (the activity timeline entry). The WhoId on Task points to the Contact; WhatId points to the related Case. Message timestamps preserve activity timeline ordering by setting ActivityDate to the original ASAPP engagement timestamp. Rich text content and inline images transfer as-is; attachments migrate as ContentDocument records linked via ContentDocumentLink.

ASAPP note engagements migrate to Salesforce Note records linked via ContentDocumentLink to the parent Case. Note body transfers as rich text with any embedded attachments preserved as separate ContentDocument records. We verify that the Notes object is enabled in the destination org during schema design, as Salesforce Classic and some Lightning configurations disable Notes in favor of ContentNotes.

ASAPP delivers reports via three channels with batch reports considered the authoritative source for historical data. We export report metadata (report names, field definitions, filter criteria) from ASAPP and provide a written report inventory specifying the Salesforce standard report type or custom report type that corresponds to each ASAPP report. Reports themselves do not migrate as executable Salesforce reports; we deliver the requirements spec for rebuilding in Salesforce Reports and Dashboards.

ASAPP GenerativeAgent model tuning, routing rules, intent configurations, and AI triage thresholds are proprietary platform settings stored in ASAPP's managed environment. These cannot be exported via API. We document the full configuration inventory during the discovery phase, capturing routing logic, intent definitions, triage decision trees, and AI confidence thresholds as a written requirements spec. The customer's Salesforce team or implementation partner rebuilds equivalent routing and case classification logic in Salesforce Omni-Channel, Flow, and Einstein Bot post-migration.