Migrate from Euphoric.ai to Salesforce Service Cloud

Euphoric.ai Conversations map to Salesforce Case records. Each conversation's thread chronology (all messages in timestamp order) migrates as CaseThread records or as a flattened Description body with messages preserved in chronological appends. The Euphoric conversation ID is stored in a custom field euph_conversation_id__c for cross-reference. Status mapping: Euphoric Open and Snoozed map to Salesforce Open statuses (New, Working, Waiting on Customer); Euphoric Closed maps to Closed (Resolved, Closed). Channel origin (email, WhatsApp, Telegram, Viber, voice) is preserved in a custom Channel origin picklist derived from the source Inbox type.

Euphoric.ai Contacts migrate directly to Salesforce Contact. Email (Email field), phone (Phone and MobilePhone fields), and name fields map without transformation. Each Contact is created before the associated Case import so the ContactId lookup on Case is satisfied at insert time. Duplicate Contact detection uses email as the dedupe key. If a Euphoric Contact is associated with multiple Conversations, all Cases link to the same Contact record.

Euphoric.ai's Labels (Open, Snoozed, Closed, plus any custom labels) are mapped to Salesforce Case Status values within the active Case Business Process. Custom labels that represent non-status taxonomy (e.g., product category, priority tier) are mapped to custom picklist fields on Case. The full Euphoric label taxonomy is preserved in a custom field original_labels__c as a semicolon-delimited string for audit.

Euphoric.ai Assignee IDs resolve to Salesforce User records by email match. Any Assignee with no matching Salesforce User is held in a reconciliation queue. The customer provisions missing Salesforce Users before Case import resumes. Cases assigned to unresolvable Assignees are imported with OwnerId set to the customer's designated migration service user for post-migration reassignment.

Euphoric.ai Knowledge Base Articles migrate to Salesforce Knowledge as KnowledgeArticleVersion records in Draft state for review before publishing. Article title, body content (HTML), internal/external visibility flags, and category assignments map to Salesforce's Title, Summary, UrlName, and DataCategoryGroupAssignment fields. Articles are migrated in Draft status; the customer publishes them post-migration to align with their Salesforce Knowledge data category structure.

Each Euphoric.ai Shared Inbox maps to a Salesforce Omni-Channel Queue. On Plus and Pro plans with multiple inboxes (up to 5 and 20 respectively), each inbox becomes a separate Queue. If the destination Service Cloud org does not have Omni-Channel licensed, inboxes are normalized to Case Record Types with page-layout-level routing as the fallback. The inbox's channel type (email, WhatsApp, etc.) is stored in a custom field original_inbox_channel__c on the Queue.

Call Logs migrate to Salesforce Task records with TaskSubtype = Call and CallType set to Inbound, Outbound, or Internal based on Euphoric's call direction metadata. Call duration, disposition, and any recording URL store in custom Task fields. Call Log migration is confirmed during scoping: Standard Plan accounts have zero call records (no telephony access), and Plus Plan accounts have built-in phone without Call Logging. Only Pro Plan ($45) accounts on Euphoric.ai have Call Logs to migrate.

EuphoricGPT-generated conversation summaries are read-only metadata in Euphoric.ai with no API path to edit or delete. We append the AI summary as a prefixed block at the top of the Salesforce Case Description field labeled '[Migrated from Euphoric.ai AI Summary]'. If Salesforce Agentforce for Service is active in the destination org, it may generate its own case summary, creating a duplicate summary state. We flag this for the customer's admin to configure summarization behavior post-migration.

Euphoric.ai Response Templates migrate to Salesforce Email Templates. Template name, body content, and applicable channel filters transfer directly. Template auto-apply logic (if a template was set to trigger on certain conversation conditions) does not migrate as an automation; it is documented in the handoff inventory for the admin to rebuild as a Salesforce Flow or Quick Text replacement.

Euphoric.ai Reporting data is aggregate-only and calculated on demand from Conversations and Call Logs rather than stored as independent records. No report configuration exports are available. Aggregate statistics (average handle time, first response time, CSAT scores if present) are documented as a written reference for the customer to rebuild as Salesforce Reports and Dashboard components post-migration.