Salesforce x BrandBastion integration is coming soon
Managing Salesforce Case Data in BrandBastion
BrandBastion surfaces Salesforce Case details inside the Reply modal and lets you update key fields in place. Updates sync both ways, keeping BrandBastion and Salesforce aligned in real time.
Where the Salesforce Case section lives
In the Reply modal (click reply on any conversation), open any conversation linked to a Salesforce Case.
The Salesforce Case section appears in the sidebar under the Activity area.
When expanded, it shows case details by default.
📌 Note: If the conversation is not linked to a Salesforce Case, the section will not show case details.
You can view these fields directly in BrandBastion
Priority
Status
Type
Subject
Description
How to view and edit Salesforce Case fields
Open the conversation and click Reply to launch the Reply modal.
In the sidebar, find the Salesforce Case section (under Activity).
Expand the section (if needed) to view current case details.
Update any editable fields:
Priority, Status, Type, Subject
Your changes will sync to Salesforce automatically.
Sync behavior (two-way updates)
BrandBastion stays in sync with Salesforce in both directions:
Changes made in BrandBastion
If you update Priority, Status, or Type in the Reply modal:
BrandBastion pushes the updated values to Salesforce
Salesforce becomes the source of truth for those fields immediately
Changes made in Salesforce
If Priority, Status, or Type changes in Salesforce:
BrandBastion updates the values shown in the Reply modal as well
Operator recommendations
Use BrandBastion for fast triage: Priority, Status, and Type updates should happen where the work happens (Reply modal).
Keep Subject meaningful: Treat it like the case headline your Salesforce queue depends on.
Standardize picklist usage: Align on what “High priority” and each “Type” actually means to reduce routing noise.