Migrate from Tidio to Salesforce Service Cloud

Tidio Contact records map to Salesforce Contact with name, email, phone, and custom contact properties preserved. Custom properties migrate as typed Salesforce custom fields (Text, Number, Date, or Picklist based on Tidio's property type). If the destination org uses Business Accounts, we also resolve or create a parent Account record from the contact's company name so that Contact.AccountId is populated at insert time, preventing orphaned contacts.

Tidio Conversation threads map to Salesforce Case as the structured record and Salesforce EmailMessage records for each message in the thread. The Tidio channel origin (email, chat, WhatsApp, Messenger, Instagram) is stored as a custom field case_channel_origin__c on Case. Agent assignment, conversation status (open, resolved), and creation timestamp migrate to Case fields. Pre-chat form submissions attached to conversations become Case custom fields.

Tidio flat string tags on contacts migrate to Salesforce Topics with TopicAssignment records linked to Contact, or to a multi-select picklist field on Contact depending on whether the customer wants tag-as-taxonomy or tag-as-label semantics. The customer selects during scoping. If the customer uses tags for agent routing intent, tags map to Case Origin or a custom routing field.

Tidio Agent profiles (name, email) map to Salesforce User records matched by email. Tidio role assignments (admin, agent) map to Salesforce Profile and Permission Set assignments that we document in the scope but configure separately in the destination org. If a Tidio agent email has no matching Salesforce User, the record is held in a reconciliation queue for the admin to provision the User before Contact and Case import proceeds.

Tidio Departments (Plus tier only) map to Salesforce Queues for case routing if Omni-Channel is active, or to Salesforce Groups if routing is handled via custom fields. Agent-to-department assignments become Case assignment rules or Queue membership depending on the target org's routing model. Departments are documented as a configuration plan; they require manual setup in Salesforce Setup.

Tidio channel configuration (email addresses, WhatsApp number, Messenger page, Instagram account) includes platform-specific tokens and webhook URLs that cannot be transferred. We export the channel list and connection metadata as structured JSON so your admin knows which channels were active and can re-authorize them in Salesforce Email-to-Case, Facebook Messenger, WhatsApp for Service Cloud, or Instagram Direct Message routing.

Tidio Flows are built in the visual drag-and-drop builder with no public API endpoint to read Flow logic. We enumerate all active Flows by name, trigger type, block count, and step descriptions as a structured JSON manifest delivered alongside the migration. The customer's admin or a Salesforce partner rebuilds the Flows in Salesforce Flow Builder. This is the most common migration surprise for Tidio teams.

Lyro Q&A pairs, Help Center article imports, Shopify product data feeds, and web page crawls live inside Tidio's proprietary AI infrastructure with no export mechanism. We document which data sources were connected (Zendesk Help Center URL, Shopify store, web page URLs) and their last sync dates so your admin knows what to re-authorize and re-import into Salesforce Knowledge articles or Einstein Bots. AI training investment and conversation logs cannot be recovered.

Tidio Macros (pre-written response templates with variable placeholders) cannot be exported as reusable templates. We list all macro names and full text content in a structured CSV so your admin can recreate them as Salesforce QuickText entries or Flow Templates in the destination. Macro variable names are preserved in the CSV for reference during rebuild.

Tidio Operating Hours configured per-channel map to Salesforce Operating Hours entities. We export the configured hours as structured timezone-aware data so your admin can re-enter them in Salesforce Setup under Service Setup > Operating Hours. If routing rules depend on operating hours, we document the dependency alongside the Hours export.

Tidio Visitor records (location, viewed pages, session duration) are only retained while a visitor is active. Historical visitor aggregates are captured from conversation context fields at migration time and attached as custom fields on the related Case record rather than as standalone objects. Full session history is not available via Tidio API and cannot be reconstructed.

Tidio custom contact properties (beyond name, email, phone) migrate to Salesforce custom fields on the Contact object. We detect the Tidio property type (string, number, date, boolean, list) and map to the equivalent Salesforce field type (Text, Number, Date, Checkbox, Picklist). Custom property names are preserved in the field label with API names normalized to Salesforce __c conventions. Validation rules on the destination org that reference these fields may require adjustment to handle legacy data formats.