Migrate from Watermelon to Salesforce Service Cloud

Watermelon Contact records (name, email, phone, and custom fields) map directly to Salesforce Contact. The Watermelon contact_id becomes a custom external ID field wm_contact_id__c for deduplication. Any custom Contact fields are discovered during scoping, typed to equivalent Salesforce field types (text, number, picklist, date), and created in the destination org before import. Tags from Watermelon migrate as a multi-select picklist on Contact or as Salesforce Topics with TopicAssignment records per customer preference.

Watermelon Conversations map to Salesforce Case records. Each Conversation's linked Contact becomes the Case's ContactId via lookup resolution. The Watermelon channel identifier (whatsapp, instagram, facebook, chat, email) maps to Case Origin (WhatsApp, Custom: Instagram, Custom: Facebook, Chat, Email). Conversation status (open, resolved, pending) maps to Case Status with a custom mapping table. Conversation created_at and updated_at timestamps migrate to Case.CreatedDate and Case.LastModifiedDate via the Set Audit Fields preference enabled in the destination org.

Watermelon Messages within a Conversation split based on channel. WhatsApp, Instagram, Facebook, and email messages migrate as Salesforce EmailMessage records linked to the parent Case. Live chat messages migrate as CaseComment records with CommentType=Quote to preserve the chronological thread. Each Message's sender type (agent, bot, customer) and timestamp are preserved. Agent-authored messages carry the Watermelon agent name which resolves to a Salesforce User lookup by email during import.

Watermelon Channels (WhatsApp, Facebook, Instagram, live chat, email) are configurations, not data objects. We document which channels are active per account, record the associated Meta Business and WhatsApp Business account identifiers, and provide reconnection instructions for each channel in Salesforce Service Cloud. WhatsApp messages in Salesforce require a Meta Business account re-authentication; Facebook and Instagram require page reconnection to the Service Cloud Facebook channel. Channel routing preferences map to Omni-Channel Presence Configuration and Routing Configurations in the destination.

Watermelon Tags applied to Contacts and Conversations are exported as arrays on their parent record. Tags used for Contact categorization migrate to a Salesforce multi-select picklist field tag__c on Contact. Tags applied to Conversations migrate to Salesforce Topics with TopicAssignment records linked to the Case. The customer chooses tag strategy during scoping based on whether they prefer flat label fields or a graph-based topic model.

Watermelon Notes attached to Contacts migrate to Salesforce Note records linked via ContentDocumentLink to the parent Contact. Note body, created date, and author migrate. Notes attached to Conversations migrate to Salesforce Note linked to the parent Case. Rich text formatting is preserved where the Watermelon API exposes it.

Watermelon Contact-level custom fields are discovered during scoping via the API's field discovery endpoint. Each custom field is typed to an equivalent Salesforce field type: text fields become Text(255), numeric values become Number, dates become Date, checkboxes become Checkbox. The destination schema is deployed to a Sandbox org for validation before production import. Fields with picklist values are mapped to Salesforce Picklist with the source value set preserved.

Watermelon aggregate analytics (resolution rate, conversation volume, agent response time) are exported from the dashboard where accessible. Key metrics are mapped to equivalent Salesforce Report Types on Case: first response time maps to Case.FirstResponseDate, resolution time maps to Case.ClosedDate minus Case.CreatedDate, and conversation volume maps to a custom Dashboard running on Case record counts grouped by Origin. We do not migrate analytics as a data object; we provide a written metric mapping so the customer's admin can rebuild dashboards in Salesforce Reports & Dashboards.

Watermelon Webhooks registered for events (new contact, message received) are exported with their endpoint URLs and event types. We provide a written webhook inventory with recommended Salesforce equivalents: outbound messaging endpoints can be replaced with Salesforce Flow outbound messaging or Platform Events. Re-registration at the destination requires the customer's admin to have access to the receiving endpoint.

Watermelon Flow automations (triggers, conditions, routing logic) are not accessible via API and cannot be exported as data or configuration. We document every active Watermelon Flow during discovery: trigger type, conditions, actions, and the approximate Salesforce Flow equivalent (record-triggered Flow, Schedule-triggered Flow, or Screen Flow). The inventory document is delivered as part of the migration package and is outside standard migration scope to rebuild. The customer's Salesforce admin or a Salesforce partner rebuilds flows post-migration.