Migrate from Channel Talk to Salesforce Service Cloud

Channel Talk Contacts (Managed Users) map directly to Salesforce Contact records. We preserve the Channel Talk contact ID as a custom field channel_talk_id__c for audit and reconciliation. Custom contact properties from Channel Talk (text, number, date, single-select, multi-select) map to typed Salesforce custom fields on Contact; multi-select Channel Talk properties require a custom multi-select picklist on the destination. The Channel Talk contact email is used as the dedupe key during import.

Channel Talk Conversations map to Salesforce Case records. Each message within a conversation becomes an EmailMessage record linked to the parent Case, preserving sender (Customer or Agent), timestamp, and message body. We reconstruct the conversation thread ordering by setting EmailMessage ActivityDate to the original Channel Talk message timestamp. Read/unread status and conversation state (OPEN, CLOSED, UNREAD) map to Salesforce Case Status and Priority custom fields since Service Cloud has no native read/unread concept on Cases.

Channel Talk Team Chats (internal collaboration threads separate from customer Conversations) map to Salesforce Task records with TaskSubtype = Task and IsVisibleInSelfService = false, marking them as internal-only. Message authorship and timestamps are preserved in custom Task fields. Team Chat channels become Task subject prefixes for organizational clarity.

Channel Talk custom contact properties are API-accessible and map field-by-field to Salesforce Contact custom fields. We handle type differences: Channel Talk text properties map to Text fields, numbers to Number fields, dates to Date fields, single-select to Picklist, and multi-select to Multi-select Picklist. Picklist dependencies in Channel Talk (where one picklist gates another) require equivalent dependent picklist configuration in Salesforce. All custom field mapping is validated in Sandbox before production migration.

Channel Talk Documents (knowledge-base articles powering chatbots and agent reference) map to Salesforce Knowledge articles of the configured Article Type. We preserve article content, categorization, and metadata during migration. If the destination Salesforce org does not have Salesforce Knowledge enabled, we store documents as ContentDocument records attached to the relevant Account and deliver a Knowledge activation checklist as part of the migration handoff.

Channel Talk chatbots are built from event-triggered rules (new conversation, message keyword, contact property update) that route to document responses or agent assignment. This event-condition-action model does not map structurally to Salesforce Flow. We document each chatbot as a step-by-step sequence diagram and deliver a written chatbot inventory with recommended Flow alternatives. The customer's admin or a Salesforce consultant rebuilds the chatbot logic in Flow. We do not migrate chatbot configuration as deployable code.

Channel Talk operator accounts map to Salesforce User records by email match. We preserve display name, email, and role. Seat assignment logic (basic operator vs. admin) requires manual reconfiguration on the Salesforce destination based on the target org's Profile and Permission Set assignments. Any Channel Talk operator without a matching Salesforce User email goes to a reconciliation queue for the customer's admin to provision before record import.

Tags applied to Channel Talk Contacts and Conversations migrate as flat label arrays. We offer two strategies: Tags on Contacts map to a Salesforce multi-select picklist custom field (preferred if tag vocabulary is stable), or Tags on Cases map to Salesforce Topics with TopicAssignment records (preferred if tags are used for classification and reporting). The customer chooses the tag strategy during scoping, and we document the full vocabulary against the destination field for reference.

Channel Talk notes attached to contacts migrate to Salesforce Note records linked via ContentDocumentLink to the parent Contact record. Note body migrates as rich text with image attachments preserved as separate ContentDocument records. We maintain the original creation timestamp and author attribution in Salesforce Note fields.

Channel Talk's built-in CRM fields (company name, lifetime value, last conversation date) that sit on the contact record map to Salesforce custom fields on Account (company-level data) and Contact (contact-level CRM attributes). We preserve the Channel Talk CRM context by creating custom fields that mirror Channel Talk's contact intelligence data model so that the support team retains the customer insight context without a separate CRM integration.