Migrate from Grasp to Salesforce Service Cloud

Grasp Contacts map directly to Salesforce Contact. For Grasp Contacts that include company name, we create a corresponding Salesforce Account and attach it via AccountId lookup during migration. For standalone Grasp Contacts without a company reference, we create Contacts without Account linkage and flag them in reconciliation for the admin to merge or assign post-migration. Standard Contact fields (Name, Email, Phone) migrate 1:1; extended custom fields migrate to Salesforce custom Contact fields after schema pre-creation.

Grasp Conversation threads map to Salesforce Case. Each Grasp Conversation becomes one Case record with the thread's first message body mapped to Case Description and subsequent messages mapped to CaseComments (chronological, preserving author and timestamp). The Grasp conversation status (open, pending, resolved) maps to Salesforce Case Status values that we configure in the destination org's Case status picklist during schema setup. Grasp's conversation priority maps to Case Priority.

Grasp Channel types (WhatsApp, email, live chat, Instagram Direct) map to Salesforce Case Origin picklist values (Web, Email, Phone, Chat, Social) and Omni-Channel Work Item routing configurations. We create one Routing Configuration per channel type in Salesforce, map the Grasp channel identifier to the Omni-Channel Work Item attribute, and configure the Service Channel to route each origin to the appropriate Queue. Channel-specific properties (Instagram handle, WhatsApp Business number) migrate as Case custom fields.

Grasp Team Members map to Salesforce Users. We resolve by email match against the destination org's User table. Each migrated User receives a Service Cloud license (Service Cloud Starter, Professional, or Enterprise depending on the destination edition). Grasp role names map to Salesforce Profiles and Permission Sets during scoping, with any non-standard role names flagged for value-mapping in a reconciliation document.

Grasp conversation Tags (labels applied to threads for categorisation) map to Salesforce Case custom multi-select picklist fields. We create a custom field on Case called Grasp_Tags__c with the tag values from Grasp as picklist values. If Grasp uses more than 200 distinct tags, we flag overflow for admin review and recommend splitting into multiple categorisation fields (Topic, Department, Product Line) in Salesforce.

Grasp custom fields on Contacts migrate to Salesforce Contact custom fields (__c suffix). Grasp custom fields on Conversations migrate to Salesforce Case custom fields. We pre-create the destination field schema in a Salesforce Sandbox before production migration, mapping Grasp field types (text, number, date, checkbox, dropdown) to equivalent Salesforce field types. Fields with unsupported Grasp types (e.g., structured JSON blobs) are flagged as unmappable and documented for admin review.

Grasp file attachments on conversations and contacts migrate as Salesforce ContentDocument and ContentVersion records linked via ContentDocumentLink to the parent Case or Contact. We perform a bulk file export from Grasp, upload to Salesforce via the REST API or Bulk API, and attach to the correct parent record using the Grasp conversation-to-Case mapping. Large attachment volumes (over 10 GB total) may require a separate file transfer pass after the primary record migration.

Grasp Help Center articles (title, body, category, status) map to Salesforce Knowledge Article records. We create an Article Type in Salesforce matching the Grasp article structure, migrate article title and body as Salesforce article fields, and set article URL Name from the Grasp slug. Article-to-article links and internal navigation structures do not migrate automatically; we document them in a separate article mapping sheet for manual reconstruction in Salesforce Knowledge. Published status in Grasp maps to Salesforce article PublishStatus.

Grasp's Team Inbox assignment rules and shared team view configuration map to Salesforce Queues and Omni-Channel Routing Configurations. We extract the Grasp team inbox membership list and create corresponding Salesforce Queues for each Grasp team. Queue membership is populated with the migrated User records. The Grasp inbox routing priority does not have a direct Salesforce equivalent; we document it as a service design note for the admin to rebuild using Salesforce Omni-Channel Skills-Based Routing.

Grasp's reporting and analytics dashboards are platform-native and do not export in a migratable format. We do not migrate reports or analytics configurations. We deliver a written inventory of all Grasp Report Builder configurations (including any custom formula fields noted during discovery) as a reference document for the customer's admin to rebuild in Salesforce Reports and Dashboards post-migration.