Migrate from LiveAgent to Salesforce Service Cloud

LiveAgent Tickets map directly to Salesforce Cases. The ticket ID is preserved in a custom field la_original_ticket_id__c for audit. Ticket status maps to Case Status (New, Working, Escalated, Closed), priority maps to Case Priority (High, Medium, Low), and the ticket subject becomes Case Subject. We resolve the Customer (Contact) reference by email match and the optional Company reference to Account lookup at migration time. Record Type is assigned based on the LiveAgent inbox or channel type (email, chat, phone, social) if the customer uses multiple Case Record Types.

LiveAgent Customers map to Salesforce Contacts. Each Customer record carries name, email, phone, address, and custom field values. We use Customer email as the dedupe key for Contact inserts. If the LiveAgent account links the Customer to a Company, we create the Account first and attach Contact to Account via AccountId. Customer custom fields (account-specific schemas discovered during scoping) map to Salesforce standard Contact fields or custom Contact fields created before import.

LiveAgent Companies map to Salesforce Accounts. Not all LiveAgent accounts use the Companies feature; we check during scoping. When present, Company name becomes Account Name, domain becomes Website, and industry becomes Industry picklist. We create Accounts before Contacts so that the AccountId lookup is satisfied at Contact insert time. Company custom fields map to Account custom fields.

LiveAgent Conversation records (agent and customer messages within a Ticket) map to Salesforce EmailMessage records linked to the parent Case. Each EmailMessage stores the message body, direction (inbound/outbound), from/to addresses, and timestamp. We preserve thread ordering by setting EmailMessage MessageDate to the original LiveAgent timestamp. Attachments within conversations are fetched separately from LiveAgent Files API and re-uploaded to Salesforce as ContentDocumentLink records attached to the EmailMessage.

LiveAgent agents are embedded in ticket assignments rather than exposed as a standalone API object. We extract distinct agent emails from ticket assignments and conversation records, then match them to Salesforce User records by email. Any agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before record import proceeds. Active/inactive status is preserved in a custom field la_agent_active__c on User for reporting.

LiveAgent tags applied to Tickets are collected during scoping. We recreate them in Salesforce as either Case Tags (native Salesforce tagging) or a custom multi-select picklist field la_ticket_tags__c on Case, depending on the customer's preference for tagging visibility and reporting needs. Tag names are preserved verbatim.

LiveAgent Knowledgebase articles (title, content, category, status, ACL settings) map to Salesforce Knowledge Articles. The LiveAgent API lists articles via the current (non-deprecated) endpoints. We map article title to KnowledgeArticle Title, body content to Article body (HTML), and category to Salesforce Data Category Group assignments. Article publication status (draft, published) maps to KnowledgeArticle PublishStatus. We do not migrate embedded images unless the customer requests separate file re-upload; article content is re-rendered in Salesforce's rich text editor during import.

Files linked to Tickets and Conversations are retrieved via LiveAgent Files API, then uploaded to Salesforce as ContentVersion records and linked via ContentDocumentLink to the parent Case or EmailMessage. File names and MIME types are preserved. We fetch attachments in batches to stay within the LiveAgent 180 req/min rate limit.

LiveAgent Customer custom fields vary per account and must be discovered dynamically via the API during scoping. We enumerate all custom field names, data types, and picklist values, then create matching Salesforce custom fields on Contact before import. We skip any custom field whose type has no Salesforce equivalent (e.g., LiveAgent-specific data types) and document them in the field mapping sheet for manual resolution.

LiveAgent Ticket custom fields follow the same account-specific schema pattern as Customer custom fields. We discover them dynamically during scoping, create matching Salesforce Case custom fields, and map values during Case import. Ticket custom field values are set on each Case record at insert time. We handle picklist, text, number, date, and boolean types; unsupported types are documented for manual post-migration handling.

LiveAgent Customer Groups segment customers by tier, region, or other classification. We migrate group membership as a lookup relationship. If the customer uses groups for marketing segmentation, we map them to Salesforce Campaigns with CampaignMember records. If groups represent a structural classification (e.g., partner tier), we create a custom object la_customer_group__c and a junction object for group membership migration.

LiveAgent Macros and Rules encode workflow automation including auto-assignment, SLA triggers, and canned response triggers. These are not accessible via the LiveAgent public REST API, so they cannot be migrated programmatically. We deliver a written inventory of every active Macro and Rule discovered during scoping, including its trigger conditions, actions, and assigned inbox, so the customer's Salesforce admin can rebuild them as Salesforce Flow or Approval Processes post-migration.