Migrate from Dossier Inbox to Salesforce Service Cloud

Dossier Inbox Conversations map to Salesforce Case records. The conversation thread ID becomes the Case CaseNumber for reconciliation. Subject maps to Case Subject, created date maps to Case CreatedDate, and status maps from Dossier Inbox conversation state (open, pending, resolved, closed) to Salesforce Case Status values that we configure during setup. Each Case is created with a Record Type representing the source channel (email or chat) so that page layouts and SLAs can be scoped per channel.

Individual email messages within a Dossier Inbox Conversation map to Salesforce EmailMessage records attached to the parent Case. Sender email, recipient, timestamp, body content, and HTML flag migrate directly. EmailMessage.HasAttachment is set to true when the message references an attachment, and we resolve the attachment reference against the ContentDocument import batch.

Chat widget sessions from the Dossier Inbox website chat integration are exported with a distinct source_channel flag and mapped to Salesforce Cases with a Record Type set to LiveMessage. This ensures chat conversations land in the Omni-Channel LiveMessage queue rather than mixing with email-threaded Cases. The original chat transcript is stored as the Case Description or as an EmailMessage with IsIncoming=true depending on whether the destination org uses Embedded Service for chat.

Dossier Inbox Contacts extracted from conversation participants (sender and recipient email addresses, customer names) map to Salesforce Contact records. We use email address as the deduplication key during import. If the email matches an existing Salesforce Contact, we link the Case to that Contact record. If no match exists, we create a new Contact and set ContactId on the Case.

Dossier Inbox Mailbox Accounts (group inboxes such as [email protected]) map to Salesforce Case Queues. The mailbox email address becomes the Queue Name and email address for Email-to-Case routing in Salesforce. We configure the Email-to-Case settings during migration so that emails sent to the original mailbox address route directly into the corresponding Queue and auto-create a Case on arrival.

Dossier Inbox Team Member records (name, email, role) map to Salesforce User records. We match by email address against the destination Salesforce org's User table. Any Dossier Inbox team member without a matching Salesforce User is placed in a reconciliation queue for the customer's admin to provision before Case assignment migration begins. Agent role maps to Salesforce Role hierarchy if configured in the destination org.

Dossier Inbox labels applied to conversations migrate as Salesforce Topics with TopicAssignment records linked to the Case. If the number of unique labels exceeds 50, we recommend a custom multi-select picklist field (dossier_labels__c) on Case rather than Topics, because Salesforce Topics are designed for content classification and become unwieldy for operational tagging at scale. The customer chooses the strategy during scoping.

File attachments on Dossier Inbox messages are exported to cloud storage and re-linked in Salesforce as ContentVersion records attached to ContentDocumentLink records pointing to the parent Case. We handle attachment batch splitting for files exceeding Salesforce's 25 MB per ContentVersion limit. Inline images within message bodies are extracted and re-hosted as ContentDocument records if the destination org uses Salesforce Files rather than the older Attachments object.

Dossier Inbox conversation metadata (first response time, total message count, channel origin, customer satisfaction rating if available) maps to custom fields on the Case object that we create during schema setup. Field names follow the destination org's naming convention with a dossier_ prefix (eossier_first_response_time__c, dossier_message_count__c) for clear lineage visibility in Salesforce reports.

The full conversation thread in Dossier Inbox (all messages in chronological order) migrates as a single thread representation in Salesforce. For email-channel Cases, the thread appears in the Case Feed via EmailMessage records in chronological order. For chat-channel Cases, we append the full transcript as a CaseComment or as the Description field depending on whether the destination org uses the Feed-based or classic Case layout.