Migrate from LimeChat to Salesforce Service Cloud

LimeChat WhatsApp conversation threads map to Salesforce Case records with individual messages as EmailMessage records linked to the Case. We preserve message timestamps, sender identifiers (agent vs customer), message type (text, image, document), and conversation status. The Case Origin field is set to WhatsApp and the Case Account and Contact are resolved from the LimeChat customer profile mapping.

LimeChat customer profiles with WhatsApp identifiers (phone number, WhatsApp Business ID) map to Salesforce Contact records with the WhatsApp number stored in a custom field. We create Salesforce Accounts for each unique company associated with customers, linking Contact to Account via AccountId. Custom fields on the LimeChat customer profile map to custom Contact fields.

LimeChat ticket records with issue descriptions, status, priority, and assigned agents map directly to Salesforce Case. Ticket fields map to Case standard fields (Subject, Description, Status, Priority, OwnerId) and custom ticket fields map to Case custom fields. Conversation linkage from LimeChat tickets attaches to the Case as EmailMessage threads.

LimeChat WhatsApp marketing campaigns with targeting rules, message templates, and send schedules map to Salesforce Campaign. Campaign Member status and campaign attribution data preserve, noting that WhatsApp template message formats require re-approval at the destination platform. Audience segments export as Campaign Member static lists.

LimeChat contact and conversation tags migrate as label arrays. For contact-level tagging we create Salesforce multi-select picklist fields on Contact. For campaign attribution and conversation categorization we map to Campaign Influence or custom tagging fields. The customer chooses the tagging strategy during scoping based on their reporting needs.

LimeChat product catalog entries with SKUs, names, descriptions, and pricing map to Salesforce Product2 records. We create Standard Price Book entries during migration. Product images and full catalog sync may require destination e-commerce integration configuration after migration.

LimeChat bot NLP intent definitions, entity extraction rules, and handoff configurations export as structured plain-text documentation. Platform-specific AI model settings and GPT-trained intent models do not transfer. We deliver a bot flow inventory document with trigger conditions, decision tree logic, and response templates for the customer to rebuild in Einstein Bots or Salesforce Flow.

LimeChat automation flow logic exports as structured data documenting trigger conditions, branching rules, and response actions. Complex branching rules may require simplification or manual reconstruction in Salesforce Flow. We do not migrate automation flows as executable code; the inventory document supports the customer's admin rebuild effort.

LimeChat Click-to-WhatsApp ad configurations and associated campaign attribution data export as Campaign records with Lead Source set to Web - WhatsApp. Actual Meta ad account linking requires reconnection at the destination platform through Salesforce Marketing Cloud or Meta Business Manager.

LimeChat aggregated analytics and reporting metrics are derived data rather than raw records. We do not migrate pre-computed dashboards; customers rebuild reports from migrated conversation Case data using Salesforce Reports and Dashboards. We provide a mapping of LimeChat metric definitions to equivalent Salesforce report types during scoping.

The LimeChat-registered WhatsApp Business Account requires re-verification under Salesforce Service Cloud's Meta partnership during cutover. We coordinate Meta WABA transfer requests with the customer and document the re-verification steps, noting the 2-4 week potential downtime window for active WhatsApp campaigns.