Migrate from REVE Chat to Salesforce Service Cloud

REVE Chat Conversations map to Salesforce Case records with the transcript threaded into EmailMessage records linked to the Case via ParentId. Each conversation's start timestamp becomes the Case CreatedDate, and the channel source (web, mobile SDK, Facebook, WhatsApp, Telegram) populates the Case Origin field. We use the Bulk API 2.0 for large conversation batches with exponential backoff on API limit responses. Note that REVE Chat's Starter plan retains only 90 days of history; if the source account is on Starter, conversations older than 90 days cannot be recovered and we flag this gap before migration begins.

Chat Session metadata (device type, browser, page URL, visitor IP, session outcome, referring source) transfers to custom fields on the Case record. We create custom fields rc_device_type__c, rc_page_url__c, rc_referral_source__c, and rc_session_outcome__c in Salesforce before migration begins. Session duration migrates as a custom integer field rc_session_duration_seconds__c for reporting.

REVE Chat Agents map to Salesforce User records by email match. Role assignments (admin, supervisor, agent) from REVE Chat map to Salesforce Permission Sets: we assign the Service Cloud User permission set and, if the agent will use chat, the Messaging for In-App and Web User permission set. Agents without a matching Salesforce User enter a reconciliation queue for the admin to provision. We verify that the Salesforce destination plan has sufficient user licenses before migration; REVE Chat's Growth plan caps at 25 agents, which we compare against the Salesforce user count at scoping.

REVE Chat Ticket records map to Salesforce Case with status, priority, assignee, tags, and linked conversation preserved. REVE Chat ticket status values (open, pending, resolved, closed) map to Salesforce Case Status values that we configure as a Status Picklist during schema design. Tags migrate to a multi-select picklist or custom label field. The link between the REVE Chat Ticket and the originating Conversation is preserved as a custom external ID field rc_ticket_id__c on the Case.

REVE Chat Customer profiles (name, email, phone, company, custom labels) map to Salesforce Contact and Account records. Email is the dedupe key. If the REVE Chat customer has a company field, we resolve or create the Account first, then link the Contact to the Account via AccountId. Custom labels from REVE Chat migrate as key-value pairs to a custom text area field rc_custom_labels__c on Contact. If the customer's contact email already exists in Salesforce, we link to the existing Contact rather than creating a duplicate.

REVE Chat canned responses with shortcut triggers map to Salesforce Email Templates or Quick Text depending on how the destination team intends to use them. Email Templates suit macro-based replies sent via Case email actions; Quick Text suits agent-inserted snippets during chat. We preserve shortcut keys as the Quick Text Name or Email Template DeveloperName. Note that REVE Chat's canned response availability is plan-gated on the source side; we verify availability against the source plan during scoping.

REVE Chat Departments with routing rules map to Salesforce Queues and Omni-Channel Service Channels. Each department becomes a Queue with the associated Salesforce Users as members, and a Service Channel record linking the Queue to Cases originating from that department. Routing configurations from REVE Chat (round-robin, priority assignment) are documented in the routing handoff document for the customer's admin to rebuild in Omni-Channel routing configuration.

REVE Chat chatbot flows built in the Visual Flow Builder are exported as structured documentation (JSON export of flow logic where available, screenshot-based walkthrough where not). The Visual Flow Builder uses proprietary branching logic that cannot be automatically imported into Salesforce Einstein Bot or any third-party chatbot platform. We deliver a written inventory of each chatbot's trigger conditions, decision branches, and response actions so the customer's admin or a chatbot implementation partner can rebuild them in Salesforce Einstein Bot Builder post-migration. We do not rebuild chatbot flows as code inside the migration scope.

Social channel messages from REVE Chat (Facebook Messenger, Viber, WhatsApp, Telegram) migrate to Salesforce Cases using Social Customer Service features. Each social channel message becomes an EmailMessage record on the Case, with the channel recorded in a custom field rc_social_channel__c. Note that Instagram, WhatsApp, Viber, and Telegram may be add-ons on REVE Chat's Starter plan; we verify channel availability against the source plan during scoping and flag any records that may not exist on the source if the relevant add-on is not active.

Files and images shared within REVE Chat conversations are exported alongside transcript records. We preserve attachment URLs pointing to REVE Chat's storage and migrate them as Salesforce ContentDocument records linked to the parent Case via ContentDocumentLink. Customers should confirm whether they want to download attachments to Salesforce Files (ContentVersion) or maintain them as external URLs; this decision is made during scoping.

REVE Chat reporting metrics (response time, agent activity, session counts, chatbot performance) are exported as available and documented in a reporting handoff. These metrics do not create live Salesforce reports automatically; we deliver a written inventory of the source metrics with recommended Salesforce report types (Case reports, Case History reports, Omni-Channel reports) so the customer's admin can build equivalent reports in Salesforce Reports & Dashboards post-migration.

REVE Chat voice call records (duration, direction, outcome) migrate to Salesforce Cases with the origin set to Phone and call metadata in custom fields rc_call_duration__c and rc_call_direction__c. Note that REVE Chat's voice channel requires separate infrastructure validation if the customer is using the voice bot feature; we flag this during scoping. For voice-native integration, Salesforce Service Cloud Voice (SCV) requires a separate telephony partner (Amazon Connect, RingCentral, Talkdesk) which is outside the migration scope.