Migrate from Chat2Desk to Salesforce Service Cloud

Chat2Desk Client records map to Salesforce Contact for customers who have reached a service relationship. For Clients who initiated contact but have not been qualified as a buying account, we map to Salesforce Lead instead, with the original Chat2Desk client_id preserved in a custom field chat2desk_client_id__c for audit and reconciliation. Phone number from Chat2Desk becomes Contact.Phone; email becomes Contact.Email; full name splits into FirstName and LastName with a custom Full_Name__c field carrying the original string.

Chat2Desk Message records merge into Salesforce Case as a thread of CaseComment records (one per message) ordered by the original timestamp. If the Chat2Desk channel is email, messages migrate as Salesforce EmailMessage records linked to the Case. The Message text body becomes CaseComment.CommentBody; operator replies vs customer messages are distinguished by a custom field message_sender_type__c. Cursor-based pagination via start_id is handled internally by our extraction scripts; we batch messages by conversation_id and sort by message timestamp before writing.

Chat2Desk Channel records (WhatsApp Business API, Telegram, Instagram, Viber, online chat) map to Salesforce Case.Origin picklist values. We add a custom field chat2desk_channel_id__c to Case to preserve the full Chat2Desk channel identifier. If the destination org uses Omni-Channel, we map channel type to a Service Channel routing configuration so that WhatsApp cases route to WhatsApp-trained agents.

Chat2Desk Operator records map to Salesforce User by email match. Operator role (admin, operator) and department assignments map to Salesforce Profile, Role, and Queues. If an Operator has no matching Salesforce User, they are held in a reconciliation queue for the customer's admin to provision before record migration continues. Active vs inactive operator status is preserved in a custom field operator_status__c on the User.

If the destination Salesforce org includes Sales Cloud, Chat2Desk Sales Funnels map to Opportunity Pipelines with stage names carried over. If the destination is Service Cloud only, Sales Funnel stages map to a custom picklist field case_funnel_stage__c on Case. We identify the correct mapping during scoping based on the customer's licensed Salesforce products.

Chat2Desk Departments organize Operators and routing. We map them to Salesforce Queues for Omni-Channel routing or to Groups for reporting segmentation. Department-to-Queue mapping is documented during scoping and deployed before Case migration begins.

Chat2Desk Knowledge Base articles export with their category structure. We map article categories to Salesforce Knowledge article types and data categories. Article body migrates as the Salesforce Knowledge Article's Summary and Body fields. URLName and article version are preserved. Note that Salesforce Knowledge requires article types to be defined before import; we create these during the schema design phase.

Chat2Desk message templates and macros export as content. We map outbound message templates to Salesforce Email Templates for email channel cases and to Quick Text entries for agent-guided responses. WhatsApp Business API templates require separate re-approval through Meta's template submission process; we flag each affected template with a re-approval recommendation.

Tags applied to Chat2Desk conversations migrate to a custom multi-select picklist field case_tags__c on Case. If the destination org uses Salesforce's native tagging feature, we map to standard Tags with TagDefinition records. The customer chooses tag strategy during scoping.

File attachments sent within Chat2Desk conversations are downloaded from the API and re-uploaded to Salesforce as ContentVersion records linked via ContentDocumentLink to the parent Case. File names and original message association are preserved in ContentVersion.Title and Description.

Chat2Desk chatbot builders, auto-reply logic, and Python script automations are platform-native configurations stored in Chat2Desk's internal bot builder. These do not export as discrete data records and cannot be migrated 1:1 to Salesforce. We deliver a documented inventory of every active automation rule (trigger condition, message content, routing action, delay logic) as a written checklist for the customer's implementation team to rebuild using Salesforce Flow, Einstein Bots, or Omni-Channel Assignment Rules.