Migrate from Mava to Salesforce Service Cloud

Mava Conversations migrate to Salesforce Case records. Case Origin maps from Mava's channel source field (Discord, Telegram, or web) to the corresponding Service Cloud channel value. Message history within each Conversation migrates as Case Comments, with the original timestamp preserved. Mava conversation status (open, pending, resolved, closed) maps to Salesforce Case Status values that we configure during schema design. Private notes from Mava agents migrate as internal Case Comments visible only to Service Cloud users, and public replies migrate as standard Case Comments linked to the customer Contact.

Mava community members linked by Discord user ID or Telegram user ID require identity resolution before Case creation. We extract all distinct platform IDs from Mava's member records and match them against Salesforce Contacts by email where available. For members without email addresses, we create Contact records with the platform ID stored in a custom field community_id__c, and we flag these records for customer enrichment during the scoping phase. Unresolved identities are documented in a reconciliation report with a recommendation to enrich records before production migration.

Mava Agents map directly to Salesforce Users. We match by email address as the dedupe key. Any Mava Agent without a corresponding Salesforce User record goes to the reconciliation queue for the customer's admin to provision before production migration. Agent role (admin, agent, viewer) maps to Salesforce Profile and Permission Set assignments, which the customer's admin configures in the destination org.

Mava Teams migrate to Salesforce Queues. Each Queue is created in Service Cloud with the relevant object access (Case, Lead, Social Post) before Case migration begins. Team member lists from Mava resolve to Salesforce User IDs via the Agent mapping, and Queue membership is granted by adding each User to the Queue. Mava's routing rules that assign conversations to teams do not migrate; we document the routing logic for the customer's admin to rebuild using Salesforce Omni-Channel routing configuration.

Mava's AI bot intents are configured per channel with automated response rules and intent-based routing. These configurations are stored as JSON payloads that vary by channel type and do not map directly to Salesforce's automation model. We extract the full intent catalog across all channels, document the trigger conditions, automated actions, and response templates, and deliver this as a written inventory for the customer's admin to rebuild in Salesforce Flow, Einstein Bots, or Service Cloud Voice if they implement telephony. Mava's bot configurations do not migrate as functional code.

Mava conversation tags migrate to a custom multi-select picklist field on Case. We preserve tag names as-is and add them as picklist values during schema design. If a customer uses more than 500 distinct tags, we discuss a tag consolidation strategy during scoping to avoid picklist overflow limits.

Mava's first-response and resolution time targets map to Salesforce Entitlement Processes with milestones. The destination org requires pre-migration setup of Entitlement Processes and Service Contracts before SLA records can be created. We extract Mava's SLA configurations per channel and team, document the target response and resolution times, and provide a setup guide for the customer's Salesforce admin to create matching Entitlement Processes before production migration. SLA records then attach to Cases during migration.

Mava webhook configurations are customer-defined with no standardized payload schema. We extract the webhook endpoint URLs, HTTP methods, authentication types, and trigger conditions from Mava's configuration and document them in the migration manifest. Webhook payloads do not migrate because they are external system configurations, not records. The customer's admin uses our documentation to recreate the webhook integrations in Salesforce using Outbound Messages, Platform Events, or Flow-based HTTP callouts.

File attachments on Mava conversations migrate as Salesforce ContentDocument records linked to the corresponding Case via ContentDocumentLink. We preserve file name, MIME type, and original upload date. Files are uploaded to Salesforce via the REST API using chunked encoding for files exceeding 25 MB. Files without a resolvable parent Case are held in a staging location for manual association.

Mava's channel source (Discord, Telegram, or web) per conversation is preserved in a custom Case field Original_Channel__c as a picklist value. This field enables the customer's admin to filter and report on case volume by original channel post-migration. Channel-specific metadata such as Discord thread ID or Telegram message ID is preserved in a custom text field for reference.