Migrate from Heyday AI to Salesforce Service Cloud

Heyday conversation threads map to Salesforce Case as the parent record, with individual messages mapped to EmailMessage records (direction=Inbound or Outbound) threaded against the Case. The Heyday conversation timestamp becomes the Case CreatedDate; message timestamps preserve relative ordering within the Case timeline. If Heyday exports conversation data in a structured format (JSON or CSV from admin export), we parse the thread and insert EmailMessage records in chronological order. If extraction is manual (admin UI screenshot log or CSV of summary fields), we map available fields and flag that granular message history may not be fully reconstructable. Closed conversations map to Case with Status=Closed; open conversations require a migration-day freeze before cutover.

Heyday customer profiles map to Salesforce Contact with Account as the parent. If the customer organization has a named Account in Heyday (from e-commerce business name), we create a Salesforce Account first and link Contact. If Heyday customers are individual shoppers without organizational hierarchy, we create a Salesforce Account named after the customer's email domain as a deduplication anchor. Heyday custom customer properties (retail-specific attributes like loyalty tier or preferred store) map to custom fields on Contact. Email address on Heyday Customer becomes the Contact Email field and the primary dedupe key during import.

Heyday product catalogue data sourced from connected e-commerce integrations maps to Salesforce Product2 records. We preserve the product name, SKU (mapped to ProductCode), and description. Product2 is required before we can link products to Cases or Opportunities, so Product2 import runs before Case import if products appear in Heyday conversation context. Heyday-specific product attributes such as recommendation scores or category tags not native to Salesforce Product2 map to custom fields on Product2.

Heyday does not natively store order records; order references come from e-commerce platform integrations (Shopify, Salesforce Commerce Cloud, BigCommerce) that are connected to Heyday for real-time order-status queries during conversations. We extract order reference numbers and status from Heyday conversation context and map them to a custom text field order_reference__c on the Case and a custom text field last_order_reference__c on the Contact. For customers who want full order history migrated, we recommend a separate order data extract from the e-commerce platform and a parallel order migration scope outside the Heyday-to-Service-Cloud engagement.

Heyday FAQ automation flows, keyword triggers, conditional routing logic, and bot training data are configuration artifacts inside Heyday's conversational flow builder and cannot be exported as data. We document every observed automation rule during the discovery phase (trigger conditions, branching logic, fallback actions, deflection targets) and deliver a written automation specification that the customer's Service Cloud admin uses to rebuild equivalent logic in Salesforce Flow and Einstein Bot. This is a manual rebuild scope; we do not write Flow or Einstein Bot configurations as part of standard migration delivery.

Heyday connects to e-commerce platforms (Shopify, BigCommerce, Salesforce Commerce Cloud, WooCommerce), social channels (Instagram, Facebook Messenger, WhatsApp), and order tracking systems. During discovery we audit active integrations and their purpose. We document each active integration's function, the data it provides to Heyday, and its recommended replacement in Salesforce: e-commerce product and order data maps to Salesforce Commerce Cloud or a Product2/custom integration; social channels map to Service Cloud Omni-Channel Digital Channels; order tracking maps to custom fields or external data sources. Integration rebuild is outside migration scope unless a specific API-level integration is requested as part of the engagement.

Heyday human agent accounts and assignment rules are extracted from Hootsuite admin APIs where accessible. We map agent identities to Salesforce User records by email match. Heyday-specific roles (bot owner, conversation manager, escalation handler) do not have direct Salesforce equivalents and are documented as a role-mapping exercise for the customer's admin to resolve against Salesforce profiles (Agent, Supervisor, Admin). Any Heyday agent without a matching Salesforce User is held in a reconciliation queue for provisioning before the production cutover.

Heyday conversation tagging schemas are implementation-specific and vary by customer. We extract the tag taxonomy used in Heyday (channel tags, intent tags, sentiment labels, resolution tags) and map them to Salesforce custom picklist fields on Case (heyday_channel_tag__c, heyday_intent_tag__c, heyday_sentiment__c, heyday_resolution_tag__c). Multi-select picklist is used if conversations can carry multiple tags of the same type. The customer chooses which Heyday tags to preserve; we do not migrate tags that represent Heyday-internal status rather than business-meaningful classification.

Heyday captures conversation-level metrics such as bot deflection rate, human agent handoff timestamp, conversation duration, message count, and customer satisfaction score. We map these to custom fields on the Case record: heyday_deflection__c (checkbox), heyday_handoff_timestamp__c (datetime), heyday_duration_minutes__c (number), heyday_message_count__c (number), heyday_csat_score__c (number). These fields are populated at Case creation during migration to preserve the operational metricsHeyday tracked, enabling reporting continuity post-migration.

If Heyday stores structured FAQ articles or knowledge content (distinct from conversational flow logic), we map these to Salesforce Knowledge with article types scoped to the customer's service categories. Heyday article title maps to KnowledgeArticleVersion Title; article body maps to KnowledgeArticleVersion Details field; article URLName becomes the Salesforce UrlName. Article visibility is set to All internal users or specific customer-facing channels depending on the destination Service Cloud portal scope. This mapping requires confirmed Heyday knowledge base export availability; if content lives only inside bot training prompts rather than as standalone articles, it does not have a clean export path and is flagged as a manual content rebuild item.