Coming soon & subject to change
Salesforce integration
Bring social conversations into Salesforce without flooding Support. BrandBastion uses your tags and filters to auto-create Salesforce cases only for the interactions that matter, then keeps everything in sync so Social and Support can work from the same source of truth, with full context and clean handoffs.
Use cases:
Automate case creation with our AI classification: Automatically create cases based on BrandBastion’s tags and filters so that only important messages are escalated.
View and update cases information: View and update case details, including status and priority, from within BrandBastion or Salesforce.
Link contacts from BrandBastion: Link social media users with Salesforce contacts directly in BrandBastion.
Reply to cases from Salesforce: Comments, mentions, or DMs replied to on Salesforce will be replied to natively and shown as replied on BrandBastion.
Where to find it:
Reach out to your CSM to enable the integration, then follow the setup documentation to connect your accounts. Once connected, your CSM will help you configure workflows that automatically create cases based on BrandBastion tags and filters.
Competitor benchmarking for app reviews
Add competitor apps from the App Store or Google Play and instantly see how your rating stacks up. Go beyond the score with Astra insights that compare review themes, surface what’s driving dips or wins, and pull in top displayed reviews so you can see what customers are actually reacting to across the category.
Use cases:
Spot rating shifts early and understand what’s behind them (bugs, pricing, onboarding, support)
See where you win vs competitors and turn it into sharper positioning and ad angles
Compare your reviews against competitors’ top displayed reviews to catch messaging gaps and product friction fast
Where to find it: Go to Analyze > Reviews > Competitors (only visible when the Reviews add-on is active)
DM sentiment and reporting enhancement with message-level tracking
We improved how private message sentiment and volume are calculated so they reflect individual messages, not entire DM threads. This gives you a clearer view of how conversations evolve over time, for example, a thread that starts frustrated and ends happy, and makes weekly and monthly reporting far more reliable.
Use cases:
Track sentiment shifts in long threads: See how conversations change from negative to neutral to positive as the interaction progresses.
Cleaner weekly and monthly reporting: Report on DM volume and sentiment based on messages handled in a specific period, not thread-level rollups.
More trustworthy performance insights: Better understand workload and outcomes by measuring what actually happened, message by message.
Where to find it: In any new DM message you receive inside Engage.
Threaded comments are now easier to spot and reply to
Threaded conversations are now easier to spot and handle without losing context. We added a thread chip on comment cards with a quick preview, and when you open the reply modal, you will see the full thread right there, so you can respond confidently without bouncing back to the native platform.
Use cases:
Preview thread context directly from the inbox to triage faster
Open the reply modal with the full thread visible to avoid misreading tone or intent
Reply with the right context in view, including nearby comments in the thread
Where to find it:
Go to Engage, then look for the thread chip on comment cards. Click into a comment and open the Reply composer to see the full thread in the modal.
Filter comments by top-level vs thread replies
You can now filter your comment feed to focus on what matters: top-level comments or replies within threads. This makes it easier to prioritize high-impact questions and keep thread-heavy posts from overwhelming your workflow.
Use cases:
Triage top-level questions first to protect response rate on high-reach posts.
Isolate thread replies to monitor back-and-forth conversations and de-escalate faster.
Where to find it:
Available in all Analyze + Engage filtering.
AI reply suggestions that use thread context
Reply drafts now take the thread into account, not just the single comment. Suggestions include the parent comment plus up to two comments before and two after, so the wording stays consistent with what was already said and fits the flow of the conversation.
Use cases:
Generate reply suggestions that stay coherent with the conversation
Avoid repeating answers or contradicting an earlier message in the thread
Keep tone consistent when multiple teammates reply across the same thread
Where to find it: Go to Engage, open a threaded comment, then open the Reply composer and click AI reply. The suggestion will automatically consider nearby thread context.
Preferred reply for Facebook & TikTok
You can now choose a preferred reply profile for each Facebook and TikTok asset, so replies consistently reply from the right organic Page by default. When you are in the reply modal, you can still switch the “replying as” profile manually for that one response without changing your default.
Use cases:
Keep replies coming from your main brand Page, even when comments land on another Page you manage
Set a consistent default for high-volume assets, while still switching profiles for one-off partner, local, or campaign replies
Note: due to API limitations, the ability to change from which profile the reply will be posted from, only works for TikTok organic comments, not for ad comments.
Where to find it:
To change preferred reply profile on asset level: Go to Settings > Assets, click the three dots next to a Facebook or TikTok asset, choose Edit, then set the Preferred reply profile.
To change preferred reply profile when replying: Go to Engage, open the reply modal, then use the Replying as dropdown to switch for that single reply.
Name format in replies, per platform and message type
You can now control how the user name placeholder appears in your replies across every channel. Set a default format per platform and message type (public comments, DMs, earned mentions, reviews), so your replies stay clean and consistent even when tagging is not supported. Choose between options like first name, username, display name, nothing, or a custom word, and your settings will apply to manual replies, saved replies, and AI suggestions.
Use case:
Make replies more appropriate per channel by using @username where tagging works, first name where it feels more natural, or nothing when you want a cleaner reply
Where to find it:
Go to Company > Company Settings > Engagement settings > Name format in replies and configure it by platform and message type.
Preview translations for replies in non-English conversations
When BrandBastion detects a conversation that is not in English, you can now click View translation in the reply composer to preview a translation of your draft before sending. This works for any reply you are about to send, whether it is AI-generated, a saved reply, or something you typed manually.
Use cases:
Validate meaning and tone before sending replies in another language
Move faster through approvals with a quick English preview of the outgoing reply
Keep saved replies consistent across markets by sanity-checking translations on the spot
Where to find it:
Go to Engage, open a non-English conversation, then in the Reply composer, click View translation to preview before sending.
Go to user profile from the reply modal
You can now jump straight to a user’s profile on TikTok, Instagram, X, or Threads without leaving your reply flow. In the reply modal, you can quickly sanity-check context (recent posts, tone, potential spam) before you hit send.
Use cases:
Open a user’s profile to confirm they are real (or obviously spam) before replying
Quickly check a creator’s recent content to tailor your response or decide if it needs escalation
Validate the right person when usernames are similar across accounts
Where to find it:
In Engage, click on "reply" on any TikTok, Instagram, X, or Threads comment/DM and look for the “Go to profile” link inside the reply modal.
Use TikTok display name in organic replies (not the @username)
When replying to TikTok organic comments, you can now insert the commenter’s display name instead of their username. This helps replies feel more native to TikTok.
Use cases:
Personalize replies using the same name shown in the comment thread
Keep replies clean and readable when usernames are long or hard to parse
