Migrate from Thread to Salesforce Service Cloud

Thread Reviews map to Salesforce Case records. The review source platform (Google, Trustpilot, etc.) and star rating migrate to custom Case fields (review_source__c, star_rating__c). The review body becomes the Case Description or a custom rich-text field review_body__c. We create a custom field original_review_id__c to preserve the Thread review identifier for audit and reconciliation. Review records are imported first in every migration run because review responses have a foreign-key dependency on the parent review Case.

Thread agent responses to reviews map to Salesforce EmailMessage records linked to the parent Case. EmailMessage.Body carries the response text; EmailMessage.Status indicates sent. We enforce a dependency-order constraint: response records are queued for import only after the parent review Case record has been successfully written to the destination org. This prevents orphaned responses that appear as unlinked text in Salesforce.

Thread Tickets carry status, priority, assignee, and optional PSA reference fields from the ConnectWise integration. Status maps to Case Status, priority maps to Case Priority, and assignee resolves via User lookup. PSA reference numbers migrate to a custom field psa_reference__c on Case. Thread ticket thread_id becomes the external_case_id__c for deduplication if the customer later runs a delta sync.

Thread conversation message chains are chronological threads within a Ticket or Review context. We flatten the message chain into a parent Case record with sequential EmailMessage records representing each message in the chain. Author attribution (agent vs. customer) migrates via EmailMessage.FromName and EmailMessage.FromAddress, with a custom field message_author_type__c distinguishing agent from customer. Conversation-level metadata (channel, first response time) persists as custom fields on the parent Case.

Thread Users (agents and admins) map directly to Salesforce User records. We resolve by email match against the destination Salesforce org. Role assignments from Thread (admin, agent) map to Salesforce Role hierarchy or a custom profile-based field agent_role__c. Any Thread User without a matching Salesforce User is placed in a reconciliation queue for the customer's admin to provision before record import continues, since OwnerId references are required on Case insert.

Thread Teams group agents and set routing rules. We create Salesforce Queues during the schema phase using the Queue sObject, with QueueMembers populated from the Thread Team member list. Routing rules that send tickets to specific Thread Teams map to Salesforce Case Assignment Rules or Flow-based routing logic that the customer's admin rebuilds post-migration. The Thread-to-Salesforce team crosswalk table is delivered as part of the mapping documentation.

Thread Tags applied to tickets and reviews migrate to a custom multi-select picklist field case_tags__c on the Case object. Tag character limits are validated against the 1,000-character Salesforce multi-select limit during the transform step. Tags that exceed the limit are truncated and flagged in the reconciliation report.

Thread custom fields on tickets and conversations vary by account configuration. We export the complete custom property schema alongside the data and map each field to an equivalent Salesforce custom field on the Case object, selecting the closest Salesforce field type (text, number, date, picklist, checkbox). Custom field API names follow the Thread field name with a __c suffix. Schema is pre-created in the destination Salesforce org via the metadata API or change set before data import begins.

Thread stores file attachments on its CDN. We download all attachments, rename each with its parent conversation identifier, and upload to Salesforce as ContentVersion records linked to the parent Case via ContentDocumentLink. The ContentVersion Description field carries the original attachment name and thread reference. This step adds time to the migration because CDN download and Salesforce upload must both complete per file.

Thread Response Templates are canned replies used by agents. Template content and shortcut codes migrate to Salesforce EmailTemplate records if the destination org has EmailTemplate enabled. We flag any template that uses Thread-specific merge field syntax that does not have a Salesforce equivalent; these are documented in the handoff report for manual cleanup by the customer's admin.