Migrate from HelpCrunch to Salesforce Service Cloud

HelpCrunch Customers map to Salesforce Contact records linked to an Account. For customers without a company name, we create a placeholder Account using the customer's email domain or a 'No Company' default. Custom properties on HelpCrunch Customers (text, number, date, checkbox) map to Salesforce custom fields on Contact with equivalent types. We preserve the HelpCrunch customer ID in a custom field hc_customer_id__c for reconciliation.

HelpCrunch chat conversations map to Salesforce Case records. Each Case receives a Case Number, Subject (derived from first message or conversation theme), Status (Open/Resolved), Priority, and Description. Message threads migrate as EmailMessage records linked to the Case, preserving the full chronological transcript including agent and customer messages. Chat metadata (channel, assignee, timestamps) maps to Case fields and Omni-Channel presence data.

HelpCrunch email conversations also map to Salesforce Case with EmailMessage threads. Inbound emails create Cases via Salesforce email-to-case or migrate from HelpCrunch; outbound replies attach to the same Case thread. Email subject, body HTML, and attachments transfer to Salesforce EmailMessage with ContentDocumentLink for file attachments.

HelpCrunch knowledge base articles migrate to Salesforce Lightning Knowledge. Article content, title, SEO metadata (meta description, URL slug), and publishing status transfer. HelpCrunch article categories map to Salesforce Data Categories for article routing and visibility control. The article embedding context (standalone URL vs in-widget display) does not transfer; the customer recreates widget embedding in Salesforce's Embedded Service or Experience Cloud post-migration.

HelpCrunch saved replies map to Salesforce Macros. Each saved reply becomes a Macro with TextTemplate body content and target object set to Case or Contact depending on the reply context. Variable placeholders (customer name, ticket number) migrate as Salesforce merge field syntax for the Macro to resolve at runtime. Macro visibility must be reconfigured in Salesforce (scoped to profiles, record types, and layouts).

HelpCrunch email templates with subject, HTML body, and variable placeholders migrate to Salesforce Email Templates. We map HelpCrunch variable syntax to Salesforce merge field format during transform. Template assignment to channels and trigger conditions must be rebuilt as Salesforce Auto-Response Rules and Flow-triggered email alerts.

HelpCrunch flat string tags applied to Customers and Chats migrate to Salesforce Tags on the relevant object. Tags used for segmentation or categorization migrate to a custom multi-select picklist field on Contact and Case rather than native Salesforce Tags, which have limited reporting depth. The customer chooses tag strategy during scoping.

Custom properties on HelpCrunch Customers (text, number, date, checkbox) map to Salesforce Contact custom fields with equivalent types. We pre-create the destination schema in Salesforce before import, including field-level security settings and page layout assignments. Checkbox properties map to Salesforce Checkbox fields; date properties map to Date fields; numeric properties map to Number fields with appropriate precision.

HelpCrunch agents map to Salesforce Users by email match. We extract agent records (name, email, role) and resolve them to Salesforce Users. Permissions, profiles, and role hierarchy must be manually reconfigured in Salesforce by the customer's admin. Inactive HelpCrunch agents map to inactive Salesforce Users. Unmatched agents go to a reconciliation queue.

HelpCrunch dashboard reports (Team Members, Customer Satisfaction, Total Chats) exportable as CSV/XLSX transfer as static data snapshots. Interactive drill-down state, real-time filtering, and scheduled report delivery must be rebuilt in Salesforce Reports and Dashboards post-migration. The customer receives a report mapping document identifying each HelpCrunch metric and its Salesforce report type equivalent.

HelpCrunch channels (email, live chat, WhatsApp, Instagram) unify in a shared inbox. Salesforce separates these into Omni-Channel Work Items for routing, Email-to-Case for inbound email, Embedded Service for web chat, and separate integrations for WhatsApp and social channels. Channel configurations do not transfer as routing logic; we document the channel mapping and the customer configures Omni-Channel skills, queues, and routing flows in Salesforce.

HelpCrunch chat widget installation code (JavaScript snippet) is HelpCrunch-specific and does not migrate to Salesforce. We document the widget configuration (appearance settings, behavioral rules) and the customer re-implements using Salesforce Embedded Service (Lightning Web Components). The widget snippet is destination-platform specific and must be re-installed on each website post-migration.