Who can set up the Salesforce integration?
Only users with the right account-level access can connect Salesforce to BrandBastion.
Account Admins can set it up.
Users with Edit Profiles & Permissions can also set it up.
Everyone else can use the integration once it’s connected, but cannot connect or re-auth it.
🚨 Alert
If you don’t see the Salesforce connection option, you don’t have the required permissions in BrandBastion.
When BrandBastion creates a Case or a Contact, who shows as the owner or creator in Salesforce?
Salesforce will attribute created records to the Salesforce user who connected the integration.
That means:
The connected Salesforce user is typically the default owner/creator for Cases, Contacts, and Leads created via BrandBastion.
This is not automatically the BrandBastion agent who clicked the button or triggered the workflow.
Why am I seeing errors when searching for or creating Salesforce records in BrandBastion?
In most cases, errors happen because the connected Salesforce account is missing permissions.
Check with your Salesforce Admin to confirm the connected user can:
View Contacts, Leads, and Cases
Create Contacts, Leads, and Cases
Edit Contacts, Leads, and Cases (if your team updates fields from BrandBastion)
I have the right Salesforce permissions, but I’m still seeing errors. What else could block it?
If permissions look correct and errors persist, your Salesforce environment may have restrictions that block third-party tools.
Common causes:
Validation rules on Cases, Contacts, or Leads that reject records unless specific fields are populated or formatted
Custom required fields not being provided by the integration
Security controls that block external connections (for example, network restrictions or firewall/IP allowlists)
📌 Note
These issues typically require a Salesforce Admin to review Salesforce setup, validation logic, and any network access policies.
Will the Salesforce integration require reconnection every 30–90 days?
No. Salesforce does not require reconnection on a fixed schedule like social assets.
Salesforce uses OAuth with a refresh token. BrandBastion automatically refreshes the access token in the background before it expires.
You only need to reconnect Salesforce if Salesforce invalidates the refresh token.
What controls Salesforce reconnection?
Salesforce reconnection depends on the Refresh Token Policy set by your Salesforce Admin in the Connected App.
That means:
If set to "Refresh token is valid until revoked" → no re-connection needed at all.
If set to expire after a period of inactivity (e.g. 30/90 days) or on a schedule → re-connection would be required when that policy triggers.
Social DMs and Salesforce Cases
Will social DMs enter the Salesforce Messaging queue?
No. BrandBastion does not use:
Salesforce Messaging
Live Agent
Messaging Sessions
Service Cloud Messaging queue
BrandBastion creates a standard Salesforce Case instead.
This applies to both:
Comments on posts
Social DMs
The DM thread stays in BrandBastion. The Salesforce Case is used as the agent workspace in Salesforce.
Will a DM create a case immediately?
Yes. A Case is created immediately.
For DMs, BrandBastion creates a standard Salesforce Case through the Case object.
📌 Note: The full DM conversation does not sync into Salesforce today. The thread remains available in BrandBastion.
Case Status and Answered State
Will closing a Case in Salesforce mark the comment or DM as answered in BrandBastion?
No. Closing or completing a Case in Salesforce does not mark the comment or DM as answered in BrandBastion.
Salesforce can sync Case details back to BrandBastion, including:
Case Status
Priority
Type
These fields are shown as metadata in BrandBastion.
A comment or DM is only marked as answered when an actual reply is sent.
That can happen through:
BrandBastion directly
Salesforce, by posting a Case Comment that BrandBastion sends back to the social platform
📌 Note: Closing the Case only updates the Case status. It does not change the answered or replied state in BrandBastion.
Replying from Salesforce
Can agents reply directly from Salesforce?
Yes. Agents can reply directly from Salesforce today, through Cases.
Agents can reply using:
Case Comments
Chatter posts
BrandBastion then sends the reply back to the social platform.
For comments, the reply is sent as a public reply.
For DM threads, the reply is sent as a new DM message.
Agent Replies and Attribution
Do replies sent through Salesforce retain agent-level attribution in BrandBastion?
Yes.
BrandBastion’s Agent Performance reporting can show Salesforce agents for replies sent through Salesforce.
This includes:
Replies issued
Average response time
Agent label shown as Salesforce user
Use this when teams need Salesforce-based agents included in BrandBastion reporting.
Do agents need BrandBastion accounts to reply through Salesforce?
No. Agents do not need BrandBastion accounts when replying through Salesforce.
They can work directly from Salesforce using the supported Case reply options.
BrandBastion still sends the reply back to the social platform, but the agent does not need to log in to BrandBastion.
Contacts and Profiles
Does BrandBastion automatically create a Salesforce Contact for every new social DM user?
BrandBastion does not automatically create a Contact for every DM user. Agents can:
Search existing Salesforce Contacts
Link a Contact to the Case
Create a new Contact from Salesforce when needed
When creating a Contact, agents can add fields such as:
Name
Email
Phone
Does BrandBastion provide email or phone number for social DM users?
BrandBastion only provides the information available from the social platform and the conversation context.
For most social DMs, email and phone number are not automatically available unless the user has provided them in the conversation or they already exist in Salesforce.
What happens if there are duplicate Contacts in Salesforce?
Duplicate detection and Contact merge logic are handled in Salesforce, based on the client’s Salesforce configuration and data governance rules.
Can conversation data be pushed into Salesforce Data Cloud?
Not at the moment.