Migrate from Crisp to Salesforce Service Cloud

Crisp Conversations are the primary thread object and map directly to Salesforce Service Cloud Cases. Each Conversation's website_id, contact reference, open/close state, and created_at timestamp become Case fields. We set Case Origin to match the Crisp channel metadata (chat, email, whatsapp, sms) stored on the Conversation. The conversation_id is preserved in a custom field crisp_conversation_id__c for audit and cross-reference.

Crisp Messages are nested inside Conversations and include text content, attachment references, author metadata, and timestamp. We split each Message into a Salesforce EmailMessage record (the message body and attachments) linked to the parent Case, plus a Task record for the activity timeline entry. Operator-sent messages set the Salesforce User as the FromAddress; visitor-sent messages set the Contact email. Message sequence order is preserved via a custom position field.

Crisp Contacts (available from Essentials tier upward) map to Salesforce Contact. We extract all standard fields (email, name, phone, city) plus the full set of custom properties as typed Salesforce custom fields. For Free or Mini tier accounts where the CRM module is unavailable, we confirm API key access during discovery and pull Contact data directly from the /contacts endpoint. Accounts exceeding 200,000 Contacts require sequential export chunks with ID-range filters, deduplicated on contact_id before Salesforce import.

Crisp Operators map to Salesforce User records by email match. We extract all distinct operators referenced in Conversations and Messages, resolve them against the destination Salesforce org's User table, and flag any operators without a matching User in a reconciliation queue. The customer's admin provisions missing Users before record migration proceeds. Role information (admin vs agent) maps to Salesforce Profile and we flag if the operator count exceeds the destination plan's seat allowance.

Crisp Tags are applied to Conversations to categorize them (urgent, billing, onboarding). We export all Tags as a label set and map them to either Salesforce Case Labels (Service Cloud Lightning) or a custom multi-select picklist field on Case, depending on the destination org's feature level. The customer chooses the target format during scoping.

Crisp Segments are dynamic Contact filter definitions built from CRM properties on Essentials+ accounts. We preserve the segment rule definitions as structured metadata in a written inventory document. Segments do not map directly to a Salesforce object; the customer's admin rebuilds equivalent Salesforce Reports, Campaigns, or List Views from the documented rule definitions.

Crisp Canned Responses are pre-written operator templates with %placeholder% variable syntax. We export them as plain-text templates with placeholders preserved and map them to Salesforce Email Templates or Macros. The %placeholder% syntax requires manual adaptation to Salesforce's {!Contact.FirstName} merge field format during the post-migration review step.

File attachments on Crisp Messages are stored as URLs referencing Crisp's file storage. We download each attachment, re-upload to Salesforce as ContentVersion (the file binary), create a ContentDocument record, and link it to the parent Case and EmailMessage via ContentDocumentLink. This preserves the attachment as a Salesforce native file rather than an external URL reference.

A Crisp Website represents a configured chat widget tied to a domain with routing rules, enabled channels, and widget behavior settings. We extract the Website configuration as a structured snapshot for the customer's admin to reference when setting up Salesforce Embedded Service Chat or a custom chat widget in the destination. Widget settings do not migrate as code because the destination chat solution requires separate configuration in Salesforce Setup.

Crisp's chat widget theme, color scheme, greeting message, and behavior rules are tied to each Website object. We export these as configuration snapshots. Salesforce Embedded Service Chat requires separate setup via Setup > Embedded Service Deployments, so we deliver the Crisp widget settings as a written handoff document the customer's admin uses to configure the Salesforce equivalent.