Migrate from REVE Chat to Zoho Desk

Each REVE Chat Conversation maps to one Zoho Desk Ticket. The conversation transcript becomes threaded Comments on the Zoho Desk Ticket in chronological order. We preserve message timestamps, agent attribution per message, customer identifier, and channel source (web, mobile, social). Status mapping: REVE Chat active sessions map to Open; resolved sessions map to Resolved; closed sessions map to Closed. Priority transfers from REVE Chat priority field.

Chat Session records provide session-level metadata (source channel, device info, page context, outcome) that appends as a custom field group on the parent Zoho Desk Ticket. Session duration, first response time, and visitor location are preserved as typed fields on the Ticket. Session outcome (converted, abandoned, missed) transfers as a custom picklist value.

REVE Chat Agent records map to Zoho Desk Agent profiles. Display name, email, and role (admin, supervisor, agent) transfer directly. We resolve by email match against Zoho Desk's agent directory. REVE Chat role assignments map to Zoho Desk department-level roles; agents without a matching Zoho Desk profile go to a reconciliation queue for the customer's admin to provision before the Agent phase begins.

REVE Chat Ticket records transfer to Zoho Desk Tickets. Status, priority, assignee, tags, and linked conversation reference migrate intact. Tags stored as comma-separated lists in REVE Chat map to Zoho Desk Tag entries via the Tag API. The linked Conversation reference resolves to the migrated Ticket Comment thread.

REVE Chat Customer profiles with a company name field map to a Zoho Desk Account first, then a Contact linked to that Account. Customers without a company name become standalone Contacts. The customer email, phone, and custom labels migrate as Contact fields. Custom labels stored as key-value pairs on REVE Chat migrate as Zoho Desk custom fields on Contact (subject to edition field limits: Standard=50, Professional=150, Enterprise=230, Free=0).

REVE Chat Department records control routing and agent assignment. We preserve department configurations and map them to Zoho Desk Departments, which are the routing context for Tickets. Routing rules built in REVE Chat (skill-based or department-based) do not migrate as automation; we document the routing intent for the customer's admin to rebuild in Zoho Desk using Blueprint or agent assignment rules.

Saved reply templates with shortcut triggers migrate to Zoho Desk Macros as pre-built responses. Shortcut keys transfer intact. Zoho Desk Macros can be attached to Ticket fields (subject, description, status change) or used as quick-insert text during agent replies. Note that Zoho Desk Free edition does not include Macros; paid tiers (Standard, Professional, Enterprise) are required.

Chatbot flows built in REVE Chat's Visual Flow Builder use proprietary logic that has no direct Zoho Desk equivalent. We export the flow structure (trigger conditions, decision branches, response actions) as a written inventory document with annotated screenshots. Zoho Desk's Blueprint tool handles ticket process automation (stages, required fields, SLA escalation), not conversational chatbot flows. For teams needing chatbot capability post-migration, we recommend Zia AI or a separate chatbot platform integration, which is outside migration scope.

Files and images shared within REVE Chat conversations are exported alongside transcript records and uploaded as Attachments on the corresponding Zoho Desk Ticket Comment. We preserve attachment URLs pointing to REVE Chat storage during migration; customers should confirm whether they want to download and re-upload to Zoho Desk storage or maintain the original REVE Chat URLs. Zoho Desk imposes a 10GB per-upload ceiling for assisted migration; API-based uploads handle larger volumes with chunking.

Social channel message content transfers to Zoho Desk Tickets with the channel source recorded in the channel field. REVE Chat's social channel availability is plan-gated (Growth and Enterprise include WhatsApp, Viber, Telegram; Starter may require add-ons). We confirm channel availability against the source plan during scoping and flag any social channel records that may not have existed on the source tier. Zoho Desk maps these channels to its own channel taxonomy (Email, Phone, Live Chat, Twitter, Facebook, Instagram, WhatsApp, Other).

REVE Chat reporting is conversation-centric (response time, agent activity, session counts). We export available metrics as a CSV inventory and note that cross-object reporting (ticket-to-conversation correlation) will not survive migration because Zoho Desk uses a ticket-centric reporting model. The customer's admin rebuilds reporting in Zoho Desk's native analytics module using the migrated ticket data. We do not migrate report configurations as code.

Voice bot and audio call records from REVE Chat transfer as custom fields on the parent Zoho Desk Ticket (call duration, direction, outcome) because Zoho Desk does not have a native voice call object in the standard product. If the customer licenses Zoho Voice, call records may link there post-migration. We flag this during scoping and the customer chooses the representation strategy.