Salesforce x BrandBastion integration is coming soon
BrandBastion can create Salesforce Cases from the conversations that matter, based on the tags and filters you define. That means your Salesforce queue stays clean and your CX team only sees escalations worth working.
Why route conversations into Salesforce
Focus on high-impact interactions (complaints, response-needed threads, repeated FAQs)
Reduce noise in Salesforce by filtering out irrelevant comments
Speed up triage by standardizing what becomes a Case
📌 Note: The goal is not “send everything to Salesforce.” The goal is send only the conversations that require action.
Option 1: Automatically create Salesforce Cases using Workflows
Use this when you want BrandBastion to create Salesforce Cases automatically for new conversations that match specific tags and/or filters.
How it works
You define the trigger logic (tags, filters, or both). When a new conversation matches, BrandBastion creates a Salesforce Case.
Setup steps
In BrandBastion, go to Workflows.
Create a new workflow for Create Salesforce Cases.
Select the tags and/or filters that should trigger case creation.
Enable the workflow.
The automation will apply to new conversations going forward.
🚨 Alert
Workflow automation applies to new conversations. If you need a case for an older thread, create it manually (see below).
Tips:
Combine Filters for Precision: Use multiple tags or criteria (e.g., language, sentiment) to refine which interactions become tickets.
Test Your Workflow: You can comment on your pages and create test cases to ensure the workflow behaves as expected.
Adjust Over Time: Regularly review ticket triggers and filters to adapt to changing customer needs.
Recommended triggers and examples
Customer service
Use cases to ensure the right issues hit Salesforce immediately.
📌 Note
These complaint tags may be available as customized premium tags for Engage+ clients. If you’re on Essential or Reputation+, a common default is creating Cases only when a conversation is tagged AI - Response Needed.
FAQs
Create cases for high-volume questions where you want consistent resolution and reporting in Salesforce.
Example triggers:
Repeated delivery or billing questions
Product availability requests
Known issue questions after a release
Operational tips for cleaner Salesforce queues
Combine filters for precision: Use multiple criteria (for example, tag + sentiment or tag + language) so only actionable items create Cases.
Test before rollout: Comment on your own pages and run a few test conversations to confirm the workflow triggers exactly when expected.
Review and tune monthly: Update triggers as products, campaigns, and customer behavior changes.
Option 2: Create Salesforce Cases manually from a conversation
Use this when you want human control, or when a one-off thread needs escalation.
Steps
Open any conversation in BrandBastion.
Click the three dots menu.
Select Create Salesforce Case.
Fill in the required details and submit.
The Case will appear in Salesforce.
What to do next
If you’re rolling out automation, align internally on what qualifies as “Case-worthy” so your tagging and workflow rules match your support model.
If you’re optimizing quality, document your trigger logic in your internal playbook and revisit it after major launches or incidents.