Migrate from Kustomer to Salesforce Service Cloud

Kustomer Customers map to Salesforce Contact for converted customers and Salesforce Lead for contacts that have not yet been qualified into an Account relationship. We apply a split rule based on Kustomer's customer_type property and any associated Company link. Customers with a linked Company record become Contacts attached to an Account; unlinked Customers become Leads. The original customer_type and any lifecycle stage properties migrate as custom fields on both Lead and Contact for audit and reporting continuity.

Kustomer Conversations are the primary ticket record and map directly to Salesforce Case. The Conversation status (Open, Done, Snoozed) maps to Salesforce Case Status with custom values preserving the original Kustomer state. The primary Customer record becomes the Case ContactId. Conversation priority maps to Case Priority. We preserve the conversation's created_at timestamp as the Case CreatedDate and replay all Messages against the Case.

Kustomer Messages within a Conversation migrate to Salesforce EmailMessage records (for external channel messages: email, chat, social) or CaseComment records (for internal notes). The message author resolves to a Salesforce User (for agent messages) or Contact (for customer messages) by email match. The original message timestamp becomes the EmailMessage CreatedDate to preserve the chronological conversation timeline within the Case.

Kustomer Companies map to Salesforce Account. The Company name becomes Account Name, and the Company domain becomes the Account Website field. We use the domain as a dedupe key during import. Account is created before any Customer-to-Contact migration so that the AccountId lookup is satisfied at Contact insert time.

Kustomer Users (agents) map to Salesforce User records by email match. Team memberships from Kustomer map to Salesforce Groups or Queues depending on whether the customer uses Salesforce Omni-Channel for routing. Any Kustomer User without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before record import proceeds.

Kustomer Teams map to Salesforce Queues (for case assignment routing) or Groups (for organizational grouping). We configure the Queue with the Case object and all relevant record types during the schema setup phase. If the customer uses Kustomer's team-based SLA policies, we document the SLA thresholds for rebuild in Salesforce Entitlement Processes and Milestones.

Kustomer's Channel object (email, phone, chat, SMS, social) is a first-class record type. We map each Kustomer channel type to the equivalent Salesforce channel configuration: email maps to Salesforce Email-to-Case, chat maps to Embedded Chat or Experience Cloud, phone maps to Open CTI or a connected telephony integration. Any non-standard or app-added channels in Kustomer are flagged as requiring a custom Salesforce integration rebuild.

Kustomer KObjects are user-defined schemas with custom fields, relationships, and validations. We enumerate all KObject definitions during discovery, map field types to Salesforce equivalents (text fields to Text, numbers to Number, dates to Date, relationships to Lookup), and pre-create the destination custom object schema in Salesforce. KObject relationships (parent-child, many-to-many) map to Salesforce Lookup or Master-Detail fields as appropriate. Validation rules defined in Kustomer are documented for rebuild as Salesforce Validation Rules. The __c API name convention is applied per Salesforce standard.

Kustomer's custom relationships between Klasses (for example, Orders to Line Items) map to Salesforce Lookup fields if the related object can exist independently, or Master-Detail if the child record cannot exist without the parent. We map the relationship graph during discovery, configure the appropriate field type in Salesforce, and ensure referential integrity is maintained by sequencing the parent-object import before the child-object import.

Kustomer custom attributes attached to any standard or KObject map to Salesforce custom fields. We enumerate all custom properties during discovery, map field types to Salesforce field types, and flag any unsupported field types (for example, validation-rule-constrained picklists or regex-validated text fields) for manual configuration review before migration. Custom fields are created in the destination schema before any data import begins.

Kustomer tags applied across Conversations and Customers migrate to Salesforce multi-select picklist fields on the respective object. If the customer uses tags for content classification across many records, we evaluate Topic and TopicAssignment as an alternative, which supports cross-object tagging in Salesforce. The customer chooses the tag strategy during scoping based on their post-migration tagging workflow.

Files attached to Kustomer Messages and Notes migrate to Salesforce ContentDocument records linked via ContentDocumentLink to the parent Case. We extract attachments from the Kustomer export, upload to Salesforce using the Connect API, and create ContentDocumentLink records pointing to the migrated Case and the relevant Message record. Attachments exceeding Salesforce file size limits (25 MB per file) are flagged for chunked upload or external storage.