Migrate from Richpanel to Salesforce Service Cloud

Richpanel Conversations map directly to Salesforce Service Cloud Case records. The conversation thread (messages, internal notes, public replies, timestamps, and status transitions) migrates as EmailMessage records linked to the Case. Agent-assigned owner resolves to a Salesforce User via email lookup. Conversation priority maps to Case Priority; conversation status (open, pending, resolved, closed) maps to Case Status with custom status values added to the Salesforce picklist during schema setup. Tags migrate as Case Topics using the Topic and TopicAssignment objects.

Richpanel Customer Profiles contain both individual contact fields (name, email, phone) and organizational context (company name, billing address). We split these into Salesforce Contact and Account records using the customer's ecommerce schema: the company name becomes the Account Name and is used as the dedupe key; individual contact details become Contact fields. Where no company context exists (guest checkout customers), we create a single Contact with the AccountName field populated from the email domain or a default 'Guest' account.

Richpanel Orders linked to Customer Profiles map to Salesforce Asset records on the corresponding Contact and Account. The order reference (from Shopify, WooCommerce, etc.) becomes the Asset Name and the external reference ID. Fulfillment status, tracking number, and shipping carrier migrate as custom fields on Asset. Where the destination org uses the Order Management System (OMS) or a product-centric data model, orders map to a custom Order object with a Product2 reference; we confirm the preferred model during scoping.

Richpanel Subscription records (available on Pro tier and above) migrate as Salesforce Asset records with the Status field set to 'Active', 'Cancelled', or 'Expired' based on the subscription state. The subscription term, billing cycle, and next renewal date migrate as custom date fields on the Asset. If the destination org uses a custom Subscription object, we create it during schema design and map the fields accordingly; this requires confirmation of the destination data model during scoping.

Richpanel Agents map to Salesforce User records by email address match. We extract role (Admin, Agent, Viewer) and team membership during discovery and document the mapping to Salesforce Profile and Permission Set assignments. Agents without a matching Salesforce User (former employees, inactive accounts) are held in a reconciliation queue; the customer's admin provisions the missing Users before production migration resumes.

Richpanel Teams used for ticket routing and assignment map to Salesforce Queues (public groups for record assignment) and Salesforce Groups for organizational grouping. During scoping, we capture every Richpanel team, its member list, and its routing rules. The routing logic (round-robin, load-based, skill-based) is documented as a recommended Salesforce Omni-Channel Configuration equivalent so the customer's admin can implement Skills-Based Routing in the destination. Team-to-Queue mapping is a configuration step, not a data migration.

Richpanel tags applied to Conversations and Customer Profiles are flat key-value strings. We migrate conversation tags as Salesforce Topics using the Topic and TopicAssignment objects, which appear in the Case chatter feed and are searchable. Customer Profile tags migrate as a custom multi-select picklist on the Contact object. The customer chooses the strategy during scoping based on whether tags are used for agent workload reporting (Topics) or customer segmentation (picklist). Tags that represent SLA tiers or priority levels map to standard Case Priority and Entitlement Milestone fields instead.

Richpanel custom fields on Conversations and Customer Profiles are discovered via the API during the discovery phase. Each custom field is typed (text, dropdown, date, number, boolean) and mapped to an equivalent Salesforce custom field on the Case or Contact object. Salesforce field types that differ (Richpanel dropdown becomes Salesforce picklist, Richpanel multi-select becomes Salesforce multi-select picklist) are handled in the transform layer before load. Custom fields that reference external IDs or order IDs are mapped to the corresponding Asset or Order reference fields in Salesforce.

Richpanel Help Center articles (title, body content, category, published status, and URL slug) migrate to Salesforce Knowledge Article records. Articles are migrated as Summary and Body fields with rich text preserved. Categories map to Salesforce Data Category Groups. The portal widget configuration (return flows, exchange forms, order management widgets) is not migratable as code; we document every active portal flow as a written specification so the customer's admin can rebuild it using Experience Cloud's Flow builder or Web Flow components in the destination.

File attachments on Richpanel conversations (images, PDFs, order documents) are stored in Richpanel's media layer. We extract attachment metadata (filename, content type, size, URL) during the migration run, download each file, and re-upload to Salesforce as ContentVersion records linked to the parent Case via ContentDocumentLink. Images embedded in conversation message bodies are preserved as inline references where the destination renders rich text, or extracted as separate ContentDocument records where it does not.