Migrate from Gmelius to Salesforce Service Cloud

Gmelius Shared Inboxes map to Salesforce Cases, with each shared inbox becoming a Case Record Type. The shared inbox assignee and team structure maps to Salesforce Queues (or the default Gmelius queue if no specific routing was configured). We preserve inbox-level SLA configurations as custom fields on the Case object (FirstResponseTarget__c, ResolutionTarget__c) and create a Queue per Gmelius shared inbox during schema design. Source: Gmelius object support documentation noting full support for Shared Inbox migration.

Each email thread in a Gmelius shared inbox becomes a Salesforce Case with individual emails as EmailMessage records linked to the Case via the ParentId field. We extract full email content, headers, and attachments via the Gmail API threads endpoint, preserving the original timestamp, sender, recipient, and thread ID for audit. Conversation metadata (assignee, status, priority) from Gmelius maps to Salesforce Case fields (OwnerId, Status, Priority). Source: Gmail API thread and message export documentation.

Gmail labels exported via the Gmail API are recreated as Salesforce Labels if they represent a taxonomy (e.g., Department, Product Line) or as custom multi-select picklist fields on Case if they represent taggable attributes used in Gmelius filtering. We capture the full label hierarchy during discovery and the customer chooses the mapping strategy during scoping. Label counts and co-occurrence patterns inform which labels become fields versus Labels. Source: Gmelius Shared Labels support note referencing Gmail API export.

Gmelius shared email templates map to Salesforce EmailTemplate records with the folder structure preserved. Merge field placeholders (e.g., {{contact.name}}, {{case.subject}}) in Gmelius template syntax are translated to Salesforce merge field syntax ({!Contact.Name}, {!Case.Subject}) during migration. We export the full template body including conditional blocks and attachment references and reconstruct them in Salesforce with the correct template type (text, HTML, or custom component). Source: Gmelius object support documentation on Email Template full support.

Gmelius shared drafts are collaborative email drafts not yet sent. We export them as Salesforce EmailTemplate records since Salesforce does not have a pre-send shared draft concept. Draft-to-address and draft context are captured as template metadata. The customer reviews the migrated drafts post-migration and either finalises them as templates or deletes them if no longer relevant. Source: Gmelius object support noting Shared Drafts require mapping to EmailTemplate.

Gmelius Kanban boards visualise email pipelines by status columns. Each board column maps to a Salesforce Case Status picklist value. We preserve card-to-conversation associations by ensuring the original Case Status reflects the column position at migration time. Custom board layouts may require additional Case Record Types if different teams use different column sets. Board-level SLA or priority filters are documented for manual rebuild in Salesforce Flows. Source: Gmelius object support noting Kanban Boards require mapping with custom layout caveats.

Gmelius tags applied to conversations are exported as a text concatenation stored in a custom field on Case (ConversationTags__c). For taxonomies with fewer than 15 distinct tags, a multi-select picklist is preferred. Tag-to-conversation associations are preserved as a delimited tag string on each Case so that reporting by tag can be reconstructed via SOQL or a Salesforce report filter. Source: Gmelius object support documentation on Tag mapping.

Gmelius does not maintain a separate contact database; contacts live in the Google Contacts layer associated with the Gmail thread participants. We export contacts via the Google Contacts API and map them to Salesforce Contact records, resolving duplicates by email address match. Any Gmelius-specific contact associations (e.g., internal notes, custom contact fields) are preserved in a custom field on the Contact record. Source: Gmelius object support note referencing Google Contacts API export.

Gmelius users correspond to Google Workspace accounts. We extract the user list via the Google Admin SDK or directory API and map them to Salesforce User records by email match. Assignment history on conversations is preserved by resolving the Gmelius user reference to the Salesforce UserId at the time of Case import. If a Gmelius user has no matching Salesforce User, they enter a reconciliation queue for admin provisioning before migration proceeds. Source: Gmelius object support documentation on Users with Enterprise multi-domain caveat.

Email notes and @mentions in Gmelius threads are exported as Salesforce CaseComment records with CommentType = Text and IsPublished = false for internal notes, IsPublished = true for @mentions visible to the customer. Note authorship (email address) maps to the CaseComment.CreatedById where a matching Salesforce User exists, or is stored as a custom text field for manual resolution. Timestamps are preserved from the original Gmelius thread note. Source: Gmelius object support note on Notes mapping with authorship preservation.

SLA rules in Gmelius (First Response Target, Next Response Target, Resolution Target) are tier-gated on Growth and Pro. We export SLA configurations as metadata and recreate them as Salesforce Entitlement Processes and custom fields on Case (SLAFirstResponse__c, SLAResolution__c). The live SLA timer functionality requires Salesforce Entitlement Management, which may require a Service Cloud license upgrade depending on the customer's current Salesforce edition. Source: Gmelius object support documentation on SLA Analytics mapping with tier-gate caveat.

Gmelius Automation Rules define conditional routing, auto-assignment, and follow-up sequences. These are extension-local configuration with no documented export mechanism. We capture rule configurations during the discovery walkthrough by screen-recording the Automation Rules UI and producing a written inventory document that maps each Gmelius rule trigger, conditions, and actions to an equivalent Salesforce Flow builder design. The customer or a Salesforce admin rebuilds them post-migration. Complex rules with AI dispatching on the Pro tier require the most manual reconstruction. Source: Gmelius own help center on Automation Rules no-export limitation.