Migrate from TrueEngage to Salesforce Service Cloud

TrueEngage Interactions represent chat, voice, and video sessions routed through Widgets. The core interaction data (participant, timestamp, disposition, queue assignment, outcome) is stored in Genesys Cloud as the system of record and is accessible via Genesys Cloud API. We extract interaction history from Genesys Cloud, map queue and disposition to Salesforce Case Status and Origin, and attach the original interaction duration as a custom field. Widget-initiated channel metadata (chat URL, widget version, visitor segment trigger) is appended as a custom note on the Case because it does not exist in Genesys Cloud natively.

Email interactions initiated through a TrueEngage Widget pass through Genesys Cloud routing. The email content and threading live in Genesys Cloud. We extract EmailMessage records via the Genesys Cloud API and insert them into Service Cloud as EmailMessage records linked to the corresponding Case, preserving the original thread ID for continuity.

WebRTC voice calls routed through TrueEngage Widgets are handled as Genesys Cloud call records with call recordings stored in Genesys Cloud compliance storage. We extract call metadata (duration, disposition, agent, queue, recording reference) from Genesys Cloud and insert Task records with TaskSubtype=Call into Service Cloud linked to the corresponding Case. The customer provisions a new Service Cloud Voice or partner telephony integration post-migration; call records from the TrueEngage period are historical and do not require live telephony routing.

Cobrowse session logs — shared screens, session duration, outcome (completed, dropped, escalated) — are stored in TrueEngage and are not replicated to Genesys Cloud. There is no Service Cloud native Cobrowse object. We extract TrueEngage Cobrowse session summaries and attach them as a custom Case field (cobrws_session_summary__c) or as records in a custom Cobrowse_Session__c object if the customer wants session-level reporting. Cobrowse-as-a-feature requires an AppExchange app (Glance, Cobrowse.io, or UiPath Cobrowse) post-migration.

TrueEngage Callback Requests represent scheduled or immediate callback offers queued in Genesys Cloud. The request records, visitor context, scheduled time, and outcome are accessible via Genesys Cloud API. We extract Callback Request data and map it to Salesforce Case with Case Origin=Callback and a custom field callback_scheduled_time__c carrying the original scheduled timestamp. Status (pending, completed, missed, cancelled) maps to Case Status.

TrueEngage Feedback Forms have two components: the form schema (questions, branching logic, styling) and the submitted responses. Form schemas have no export API and must be documented manually during discovery. Submitted response data is accessible via Genesys Cloud interaction records or TrueEngage session logs. We migrate all response records to a custom Feedback_Response__c object with a lookup to the related Case and custom fields for each question mapped during discovery. The form schema itself is not migrated — it is documented and rebuilt in Service Cloud using custom objects, Flow, or a forms AppExchange app.

Cross-channel transfers and escalations (chat to voice to video) within a single TrueEngage Interaction carry a transfer history log stored in Genesys Cloud. We extract transfer event sequences (agent A transferred to agent B, queue shift, channel escalation) and append them as a custom field transfer_log__c on the Case in JSON or comma-separated format, preserving the full escalation chain for audit purposes.

TrueEngage business hours, holiday calendars, and queue availability rules are defined in the TrueEngage GUI and pushed to Genesys Cloud routing flows. There is no standalone export API for these objects. We document the current schedule and availability configuration during a joint discovery session and rebuild equivalent Salesforce Business Hours, Holiday objects, and Omni-Channel Presence configurations in Service Cloud. Routing rules (which queue handles which widget channel during which hours) require a separate Omni-Channel Routing rebuild documented as a handoff item.

TrueEngage Widgets are the core configuration unit — chat/voice/video channel deployment, targeting rules, scheduling, and routing. Widget configurations have no export API and are GUI-managed only. We document every active Widget during discovery (channel type, positioning, branding, trigger rules, routing destination in Genesys Cloud) and deliver a written Widget inventory as a configuration handoff. The equivalent in Service Cloud is built using Omni-Channel Widgets, Experience Cloud embedded components, or a custom Lightning Web Component — not a direct data migration.

WebRTC voice and video call records exist in Genesys Cloud with recording references. TrueEngage provisions the SIP trunk and DIDs in the customer's Genesys Cloud org; these are TrueEngage-owned infrastructure and cannot be transferred. We extract WebRTC session metadata (participant, duration, recording URL pointing to Genesys storage) and attach it to the Case as historical record. The customer must provision new telephony (Service Cloud Voice, Amazon Connect, or a partner telco) post-migration before new inbound web calling begins.