Salesforce x BrandBastion integration is coming soon
When to use this
A customer switches channels (Instagram DM to Facebook comment) and you want one thread of identity.
You need clean CRM reporting tied to a real person.
Your team is escalating an issue and wants the Salesforce Contact attached before creating a Case.
đ Note: Linking is done manually to avoid incorrect matches.
How to link a Contact
1) Open the conversation
In BrandBastion, navigate to the conversation you want to link.
2) Click âLink Contactâ under Salesforce case
From the conversation modal, start the linking flow.
3) Search for the Salesforce Contact
Search by the identifiers your team uses (for example: name or email) and select the correct Salesforce Contact.
4) Confirm the link
Confirm to complete the connection between the social profile and the Salesforce Contact.
Tip for contacts that donât exist yet
đĄ Tip
If you canât find a match, create a new Salesforce Contact from BrandBastion during the linking flow, then link it to the social profile. This keeps identity clean from the start and prevents duplicates later.
Recommended operating rules
Link only when youâre confident you have the right person. Incorrect matches create long-term CRM noise.
Standardize how your team searches (email first when available, then name).
Link before escalation. If a thread is heading to a Salesforce Case, link the Contact first so ownership and reporting stay accurate.