BrandBastion x Salesforce Integration

Send only relevant conversations to CX

BrandBastion identifies the comments, mentions, and DMs that genuinely need customer support and automatically creates Salesforce cases, so your CX team can focus on customer issues instead of reviewing every social interaction.

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Give your CX team a focused Salesforce queue

Route relevant CX conversations BrandBastion categorizes every social interaction and creates Salesforce cases only for conversations that need customer support.

Link social users to Salesforce contacts Link social users to existing Salesforce contacts directly from BrandBastion, so conversations and cases are connected to the right customer.

Keep case information in sync View and update case status, priority, and internal notes across both platforms, keeping your CX and Social teams aligned.

Relevant case routing

Escalate customer issues, not noise

Social channels generate huge volumes, but only a fraction need Customer Support. BrandBastion categorizes every interaction and creates Salesforce cases only for relevant CX conversations.

Identify customer service issues, FAQs, complaints, and product questions
Filter out spam, reactions, and general engagement
Create cases automatically based on your support criteria
Route different issues to the right Salesforce queues

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Connected customer records

Link social users to Salesforce contacts

Connect social profiles to existing Salesforce contacts directly from BrandBastion, so cases and conversations stay tied to the right customer.

Link social users to existing contacts
Keep customer and conversation context connected
Give Social and CX teams a shared customer view
Manage contact linking from BrandBastion

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Connected teams

Keep Social and CX working in sync

BrandBastion connects the social conversation with the Salesforce case, so both teams can see what is happening and stay aligned as the issue is handled.

Let CX agents keep working from Salesforce
Keep case status, priority, and internal notes synchronized
Show Salesforce updates to the Social team in BrandBastion

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FAQs

How is case routing configured for our CX process?

Your BrandBastion CSM works with your team to define which types of social conversations should create Salesforce cases, then configures the relevant classifications, tags, and filters. Workflows can be refined over time as your needs change.

What stays synchronized between BrandBastion and Salesforce?

Supported case details, including status, priority, and internal notes, remain visible across both platforms. Replies sent from Salesforce are also published to the original social conversation and reflected in BrandBastion.

Can different issues be routed to different Salesforce queues?

Yes. BrandBastion can create cases with specific keywords in the title (e.g. per platform, per message type, per social profile), which your Salesforce routing rules can then use to assign each case to the appropriate queue.

What is required to set up the integration? After the integration is enabled, you connect your Salesforce account and work with your CSM to configure and test your case creation workflows. The rules can then be reviewed periodically to improve routing efficiency.

Send only relevant conversations to CX

Give your CX team a focused Salesforce queue

Escalate customer issues, not noise

Link social users to Salesforce contacts

Keep Social and CX working in sync

FAQs

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