Migrate from CX Genie to Salesforce Service Cloud

CX Genie Tickets map to Salesforce Case. Ticket status (open/resolved/pending) maps to Salesforce Case Status picklist values. Priority (low/medium/high/urgent) migrates to Case Priority. CX Genie assignee (agent) resolves to Salesforce OwnerId via the User mapping. Conversation history from CX Genie migrates as EmailMessage records linked to the Case. Origin maps from CX Genie channel field (website, WhatsApp, Facebook Messenger, Telegram) to Salesforce Case Origin. We configure Case Record Types during schema design if multiple support categories exist in CX Genie.

CX Genie Conversation records (chronological message arrays between customer and AI Agent) migrate as Salesforce EmailMessage records linked to the parent Case. Each message carries the sender role (customer/agent), timestamp, and content. For conversations that escalated from AI to human agent, the transition point is preserved as a Task note. Messages without a parent Ticket are held in a reconciliation queue for the customer to confirm Case linkage.

CX Genie Help Center articles migrate to Salesforce Knowledge (ArticleType = Custom Article Type configured during schema design). Article title, body content, and summary migrate directly. CX Genie article categories map to Salesforce Data Category Groups, which require manual configuration post-import because category assignment is a metadata relationship rather than a field. Language tags on CX Genie articles map to Salesforce Knowledge article locales. Articles are published as Draft status during import for admin review before activation.

CX Genie agent user accounts export with name, email, role (admin/agent), and active status. We match by email against the Salesforce destination org's User table. Any CX Genie agent without a matching Salesforce User goes to a reconciliation queue; the customer's admin provisions missing Users before record import resumes. Role scopes from CX Genie (admin vs agent) inform Salesforce Profile and Permission Set assignments during provisioning.

CX Genie Teams (named groups of support agents) map to Salesforce Public Groups. Team member assignments migrate as Salesforce Public Group Membership records. If CX Genie Teams are used for case routing rules, the customer documents routing criteria during scoping and implements Salesforce Case Assignment Rules or Omni-Channel Work Item assignment rules post-migration.

CX Genie AI Agents (name, assigned channel, prompt configuration, fallback-to-human settings) are serialised as structured JSON including channel assignments, trigger conditions, and prompt text. There is no direct Salesforce Einstein Bot migration path because Einstein Bot conversation flows are defined in the Salesforce setup UI and do not accept a structured import. We deliver the serialised AI Agent manifest as a written configuration reference; the customer's admin rebuilds agent prompts and routing logic in Salesforce Einstein Bots or as Flow-based automation. We flag this gap in scoping so it does not block ticket and conversation migration.

CX Genie Workflow graphs (visual automation trees with trigger conditions and branching nodes) are serialised as structured JSON including block types, connections, conditions, and action configurations. CX Genie Workflows are channel-locked to a single channel per workflow, which may produce duplicate logic across WhatsApp, Facebook Messenger, and website channels. We flag duplicate instances and consolidate logic into a single reference document. Salesforce Flow has a different execution model and cannot import CX Genie's visual automation JSON. We deliver a written Flow rebuild guide that maps each CX Genie workflow trigger, condition, and action to its nearest Salesforce Flow equivalent. Workflow rebuild is outside migration scope.

CX Genie channel connections (WhatsApp Business, Facebook Messenger, Telegram, website embed) are metadata records listing the channel platform and bot assignment. The physical channel credentials (WhatsApp Business API token, Facebook Page token, Telegram Bot API key) are OAuth credentials that are not exportable. We migrate the channel metadata as Case Origin values and document the re-authentication steps required in Salesforce Digital Experiences or the relevant Salesforce-connected channel app. Reconfiguration of channel webhooks and verification tokens is a manual step outside migration scope.

CX Genie does not expose a documented schema for custom fields on Tickets or Agents. We cannot migrate properties that the platform does not surface in its data export. We flag this gap during scoping and document any custom-field values the customer has identified manually. If the customer requires these fields in Salesforce, they provision custom fields on the Case object during schema design, and we map the manually extracted values during data import.

CX Genie integrations with Shopify, Lark (飞书), and third-party CRMs store OAuth tokens and API credentials that are not exportable. We document each connected app's configuration parameters (redirect URI, scopes, API endpoint) in the migration runbook. Customers must re-authenticate each connected app in Salesforce Connected Apps or through the relevant Salesforce integration package. The Lark integration requires offline_access scope and a specific redirect URI; we document the exact settings required in Salesforce but do not configure them as part of migration scope.