Migrate from LiveChat to Salesforce Service Cloud

LiveChat Chat records map to Salesforce Case as the primary ticket object. The Chat id becomes the Case CaseNumber for traceability. Chat status (active, closed) maps to Case Status (Open, Closed). Priority maps to Case Priority. Group or department assignment maps to Case Owner (User) or Case Team. Each Chat produces one parent Case; multi-session chats from the same requester are consolidated into a single Case with multiple MessagingSession records.

Chat transcript content maps to Salesforce MessagingSession, which is the Enhanced Chat successor object replacing the legacy LiveChatTranscript. Salesforce's own migration tooling from Legacy Chat to Enhanced Chat uses MessagingSession as the target object. We write message content, timestamps, agent name, and requester identifier into MessagingSession fields during the LiveChat export ingest, linking each session to the parent Case via the CaseId reference.

LiveChat Requester records (customers initiating conversations) map to Salesforce Contact by email match. If the requester email has no matching Contact in Salesforce, we create one and flag it for Account association review post-migration. Requester custom properties map to custom fields on the Contact record. Anonymous chat visitors (no email) are mapped to Salesforce Lead records until a Contact is established through subsequent Case activity.

LiveChat Agent records map directly to Salesforce User by email match. Agent display name becomes User Name, and agent role (regular, admin, owner) informs the Salesforce Profile assignment. We recommend assigning migrated agents a Support Agent or Customer Service standard Profile during migration, with role customization handled by the Salesforce admin post-migration.

LiveChat tags attached to Chats map to Salesforce Case Tag records or a custom multi-select picklist on Case depending on the destination org's tagging strategy. We normalize tag character set and length (Salesforce tags have a 255-character limit; LiveChat tags up to 100 characters are preserved intact). The customer chooses tag strategy during scoping.

LiveChat custom fields created at the chat widget level map to custom fields on the Salesforce Case object. We detect per-widget field overlap (same field name, different internal IDs across widgets) during discovery and consolidate duplicate field definitions before creating destination custom fields. Field data type mapping: text to Text, number to Number, date to Date, dropdown to Picklist.

LiveChat custom fields at the requester level map to custom fields on the Salesforce Contact object. If the destination org uses Person Accounts, we map to Account custom fields instead. Requester-level custom fields with no equivalent in Salesforce are created as custom fields on Contact before migration.

LiveChat chat ratings (1-5 stars or thumbs up/down) map to the standard Salesforce Case Satisfaction field if the destination org has Customer Satisfaction enabled. Ratings are written as percentage values (5-star to 100%, 3-star to 60%, etc.). If Satisfaction is not enabled in the destination org, we write ratings to a custom numeric field csat_rating__c on Case for reporting purposes.

LiveChat canned responses map to Salesforce Email Templates (for structured templates sent via Case email actions) or Quick Text (for agent desktop shortcuts). The mapping is not 1:1 because LiveChat uses {{variable}} placeholder syntax while Salesforce uses {!Contact.firstname} merge field syntax. We document the translation table during scoping and convert placeholders as part of the migration transform.

LiveChat Groups and Departments assign agents to functional teams and route chats. These map to Salesforce Queues (for Case routing by skills) or Salesforce Groups (for internal team organization). We preserve group membership by mapping each group to a Queue with the same set of agents as members. Queue-based routing requires Omni-Channel configuration in Salesforce, which the customer's admin handles post-migration based on our documented routing map.

LiveChat Help Center articles export as HTML with title, body, slug, and visibility settings. We map these to Salesforce Knowledge Article records with the article body as the Article Content field and URL Name mapped from the LiveChat slug. Complex nested category structures are flattened to Salesforce data categories at migration time. We do not migrate article version history beyond the current published version.

LiveChat automated rules trigger based on chat events (new chat, chat status change, visitor action). We document each rule's trigger, conditions, and actions in a written inventory delivered to the customer's admin. These do not migrate as Salesforce Flow because LiveChat automation logic and Salesforce Flow record-triggered logic are structurally different. The admin or a Salesforce partner rebuilds each rule post-migration.