Migrate from Enchant to Salesforce Service Cloud

Enchant Conversations map to Salesforce Cases. The Enchant conversation ID is preserved in a custom field enchant_conversation_id__c for audit. Conversation status (open, pending, resolved, archived) maps to Salesforce Case Status values. The original creation timestamp migrates as Case.CreatedDate for historical accuracy. Enchant's internal notes and shared drafts thread as CaseComment records appended in chronological order, preserving agent-only notes separately from customer-visible thread entries.

Enchant Customer records map to Salesforce Contact records linked to a parent Account. We compute Account creation either by matching on the customer's company domain (mapped to Account Website) or by creating a single Account per customer if no company link exists. Custom properties on Enchant Customers migrate as custom fields on Salesforce Contact with type-appropriate mapping (text, number, date, picklist). Tags on customers migrate as a multi-select picklist or separate Tag records depending on volume.

Enchant Channels (email, phone, SMS, WhatsApp, Facebook, Instagram) map to Salesforce Case Origin picklist values. We configure the Case Origin picklist to include all active Enchant channels before migration so that every Case gets the correct origin set at insert time. Phone channels additionally require mapping to the Salesforce Omni-Channel voice queue if the destination uses Omni-Channel for phone routing, which is planned during scoping.

Enchant Inboxes map to Salesforce Queues. Each inbox's agent membership is reconciled against Salesforce Users and assigned to the corresponding Queue. Inboxes with simple static assignment migrate to a single Queue membership. Inboxes with complex routing rules require manual review during scoping because the routing logic cannot be extracted from Enchant; we document the observed routing behavior and deliver a Salesforce Flow or Omni-Channel routing configuration recommendation.

Enchant Knowledge Base articles migrate to Salesforce Knowledge with full HTML body content preserved. Article categories map to Salesforce Knowledge data categories or category groups. Publication status (draft, published, archived) migrates as Article lifecycle status. Embedded attachments in articles are extracted and re-uploaded as Salesforce ContentDocument records linked to the article via ContentDocumentLink. Enchant article URLs use slug-based formatting; new Salesforce Knowledge URLs are generated at insert time, and we provide a redirect map of old-to-new URLs post-migration.

Enchant Agent profiles map to Salesforce User records by email address. Agent-level permissions (admin vs. agent) map to Salesforce Profile assignments that we coordinate with the customer's admin during scoping. Enchant's inbox-based permission model maps to Salesforce Queue membership for case assignment and Profile-based object access. Any Enchant agent without a matching Salesforce User goes to a reconciliation queue for admin provisioning before case migration.

Enchant CSAT ratings attached to resolved conversations migrate to Salesforce as a custom field csat_rating__c (number) and csat_comment__c (text) on the Case object. The original rating scale is preserved without normalization so reporting reflects actual historical distributions. This enables continuity in CSAT trend reporting post-migration without requiring a re-baseline of satisfaction metrics.

Enchant Tags applied to conversations migrate as a multi-select picklist field case_tags__c on Case if the total tag vocabulary is under 250 unique values. If tag volume exceeds this, we migrate to Salesforce Topics with TopicAssignment records linked to each Case. The customer selects the strategy during scoping based on how tags are used in reporting.

File attachments on Enchant conversations are downloaded, staged, and re-uploaded to Salesforce as ContentDocument records linked via ContentDocumentLink to the parent Case. Original filenames and file types are preserved. Attachments from third-party integrations such as Google Drive links or Dropbox files stored outside Enchant require separate retrieval; we scope these during discovery and flag any that require re-authentication or customer-managed retrieval.

Enchant Workflow automation rules (auto-assignment triggers, routing conditions, canned response triggers) are not exported via available methods. We document every active workflow during scoping by reviewing the Enchant UI configuration, capturing screenshots of rule logic, and delivering a written workflow inventory with a recommended Salesforce Flow equivalent for each. Rebuilding workflows in Salesforce Flow is outside the standard migration scope.