Migrate from Helpwise to Salesforce Service Cloud

Helpwise Conversation threads map to Salesforce Case records. The conversation subject becomes Case Subject, message bodies migrate as Case Comments (public) and internal notes as Notes attached to the Case. Original timestamps preserve for Case.CreatedDate and last-modified dates. Channel source (email, chat, SMS, WhatsApp, Facebook, Instagram) maps to Case.Origin. Closed conversation status maps to Case.Status (Closed). We create one Case per Helpwise Conversation thread and link all thread messages chronologically within the Case.

Helpwise Contacts migrate to Salesforce Contact records by email address as the dedupe key. First name, last name, phone, company (if present), tags, and custom contact properties transfer directly. We preserve the original Helpwise contact ID in a custom field hw_contact_id__c for reconciliation. If a Contact in Helpwise has no email, we generate a placeholder email address and flag the record for the customer's admin to verify post-migration.

Helpwise Shared Inboxes map to Salesforce Case Record Types and Queue structures. Each inbox (email, Facebook, Instagram, WhatsApp, SMS, live chat) becomes its own Record Type so that Case Origin, Page Layout, and field visibility remain channel-specific. Inbox assignment rules map to Salesforce Assignment Rules or Omni-Channel Routing Configurations. Teams with separate inboxes per brand map to separate Record Types with separate Assignment Rules per brand.

Helpwise Tags migrate to Salesforce custom multi-select picklist fields on Case and Contact. Tags applied to conversation threads create TopicAssignment records linked to the Case via EntityTopic. Tags that serve as contact classification (customer tier, account type) map to custom multi-select picklist fields on Contact. We preserve tag names and color assignments in the field description during scoping so the customer's admin can style the picklist values post-migration.

Helpwise internal notes attached to Conversations migrate to Salesforce Note records linked to the Case via ContentDocumentLink. We preserve the author name, timestamp, and body text. Note visibility stays internal-only in the destination. Notes without a parent conversation thread are linked to the Contact record if the note references a contact but no specific ticket.

Helpwise Team Members map to Salesforce User records by email address. We resolve the Helpwise owner and assignee on each Conversation to the corresponding Salesforce User. Any Helpwise Team Member without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before record import begins. Role, profile, and Active status in Salesforce are outside migration scope and must be configured by the customer's admin.

Helpwise Saved Replies (canned responses) migrate to Salesforce EmailTemplate records with the shortcut code stored in the Template API Name field. The body text migrates as the template body with merge field syntax applied where Helpwise merge variables exist. We flag any Saved Replies that exceed Salesforce's 5,000-character email template body limit and present the customer with options: split the reply, use a Lightning Component template, or store the content in a custom object. Helpwise Standard plan's 15-reply cap is checked during scoping; if the source has more than 15, we recommend a Premium destination tier or a manual prune before import.

Helpwise Knowledge Base articles, categories, and published status migrate to Salesforce Knowledge. Article title becomes KnowledgeArticleVersion.Title, article body migrates to KnowledgeArticleVersion.Details (rich text), and categories map to Salesforce data category groups. Published status preserves; draft articles migrate as draft Knowledge articles. Internal links within articles are updated to point to the new Salesforce article URLs post-migration. Article URL redirects require manual configuration in Salesforce Experience Cloud if the knowledge base is customer-facing.

Attachments to Helpwise conversations migrate to Salesforce ContentDocument records linked to the Case via ContentDocumentLink. We use the Salesforce Content API to upload files with the original filename, file extension, and MIME type preserved. Large file attachments are subject to Salesforce's 25 MB per file limit on ContentVersion; we check the Helpwise source file sizes during scoping and flag any that exceed this limit. Files attached to multiple conversations create multiple ContentDocumentLink records pointing to the same ContentDocument.

Custom contact fields and custom conversation fields from Helpwise map to Salesforce custom fields on Contact and Case respectively. We preserve field names in the Salesforce label, create the corresponding custom field with the appropriate Salesforce data type (text, picklist, number, date, checkbox), and migrate all values. We flag any custom fields in Helpwise that have no natural Salesforce equivalent and present the customer with type-mapping options during scoping. Custom fields that represent multi-select tags use the multi-select picklist type.

Helpwise Automation Rules (assignment, tagging, forwarding, routing) define behavior that must be recreated in Salesforce. We audit every active Automation Rule during scoping and deliver a written inventory with trigger conditions, actions, and recommended Salesforce Flow equivalents. Routing rules map to Omni-Channel Routing Configurations; tagging rules map to Flow record-triggered updates; forwarding rules map to Email Alerts and Flow actions. We do not build Flow as part of the migration scope.

Helpwise SLA Rules migrate as a configuration inventory. We map each Helpwise SLA Rule to a Salesforce Entitlement Process and First Response/Case Resolution Milestone, documenting the SLA name, threshold (first response time, next response time, resolution time), business hours, and applicable inboxes or conversation tags. If the destination Salesforce org is not on a tier that includes entitlements, we flag the gap and recommend upgrading or using a third-party SLA management app before migration.