New integration: Connect Shopify with BrandBastion for faster, smarter customer replies
Add Shopify to BrandBastion to bring customer and product context directly into your workflows. Link social profiles to Shopify customers, pull recent order history, sync your catalog, and use verified product details to improve reply quality, while keeping customer data limited to private conversations.
What’s included
a) Use Shopify data to improve 1-click AI replies
Use verified Shopify product details to ground replies, and optionally use limited customer order context for private messages only.
Give more accurate product answers in comments and DMs using real variant and pricing details.
Improve private support replies by referencing recent order context without exposing personal data publicly.
Reduce back-and-forth by proactively including the right product link, variant info, and availability details.
b) Link a user to a Shopify customer Connect a commenter or DM sender to the right Shopify customer record so your team always has the right context, even across repeat conversations.
Link a customer from a DM in seconds using email, phone, name, or ID, without leaving the inbox.
Route or prioritize conversations based on customer context instead of guesswork.
BrandBastion will also suggest a matching record when the DM contains an email or order number.
c) View customer order history
See recent orders and key order details right where you reply, so support questions are easier to handle and escalations are cleaner.
Answer “Where’s my order?” (WISMO) messages faster with a quick view of recent orders, statuses, and totals.
Confirm what was purchased before troubleshooting sizing, damage, or refund requests.
Share tracking links quickly in private conversations without switching tabs.
d) Import your product catalog
Sync your Shopify catalog so product suggestions and links are always based on what is actually in your store.
Find the right product fast when a customer is vague (“the blue hoodie”) and drop the correct link into your reply.
Reduce mistakes by using the store’s real product names, variants, and SKUs instead of manual copying.
Keep responses aligned with what is currently available in the catalog.
Profiles dashboard upgrades: growth + audience insights
Your Profiles tab now gives you a clearer view of how your community is growing, how each platform contributes, and what your audience looks like, all in one place. You’ll see a quick top-level summary, a follower growth trend line over time, clearer follower growth deltas per platform, and a new audience demographics view (where available by platform). These new charts can also be added to scheduled reports.
Use cases:
Track community growth over time: Spot momentum (or drop-offs) with a daily follower growth chart by platform.
Report growth with cleaner numbers: Share follower growth as both a percentage and an absolute change for the period.
Understand who you’re reaching: Review audience breakdown by country, city, age, and gender, with clear visibility into which platforms are included.
SLA alerts: get alerted when no one replies in time
You can now set alerts to notify your team when a conversation doesn’t receive a reply within the time limit you choose. This helps teams catch missed customer questions, complaints or urgent messages before they sit for too long.
Use cases:
Get alerted when a conversation doesn’t receive a reply in time.
Help managers keep response times on track across comments and DMs.
Catch missed replies during high-volume campaigns, launches or overnight coverage.
Note: messages breaching alert will also be tagged with "SLA breached".
Where to find it: Control Panel > Workflows > Alert workflow
Understand what’s driving your alerts
The Alerts dashboard now makes it easier to see why alerts are being triggered. Filter the dashboard by tag or risk level, review which tags and posts are generating the most alerts, and see the total number and percentage of alerts sent by BrandBastion during the selected period.
Use cases:
Identify the tags and risk levels responsible for the highest alert volume.
Find posts generating repeated alerts so your team can investigate emerging issues.
Click a tag, risk level, or Post ID to filter the dashboard and alerts table instantly.
Where to find it: Go to Analyze → Activity Log → Alerts. Use the Tags and Risk level filters, or select an item within the breakdown widgets to filter the page.
Compare AI suggestions with the final response issued
When an AI-suggested reply is edited before being sent, you can now see both versions: the original AI suggestion and the final response issued. This is available in comment CSV exports, and in the conversation history for edited replies. This makes it easier to review what changed, analyze edits in bulk, and improve AI guidance, saved replies, or account setup.
Use cases:
Export edited AI replies to compare the original suggestion with the final response at scale.
Review a comment’s history to understand exactly what was changed before the reply was sent.
Identify repeated edit patterns, such as tone, missing context, or product details, and improve AI setup from there.
Remove tags automatically with workflows
You can now set up workflows to automatically remove tags from conversations. This helps you keep tagging accurate when certain types of content should not be labeled a specific way, and it reduces the need for manual clean-up.
Use cases:
Automatically clean up tags that don’t match your brand’s interpretation, especially when language nuance causes false positives.
Keep moderation behavior aligned when a tag change means a conversation should no longer be treated the same way (for example, no longer matching a rule that hides comments).
Where to find it: Control Panel > Workflows > Tag workflow (change from add tag to remove tag)
Reply with image and attachments for Facebook, Instagram and X DMs
You can now attach and send images directly in Facebook Messenger,Instagram and X DM replies. This is especially useful for customer care moments where a screenshot or visual is the clearest way to resolve an order question.
Use cases:
Share order-related screenshots (status, confirmation, tracking) to resolve questions in one reply
Send return or exchange visuals (labels, step-by-step instructions) without leaving the DM thread
Reduce back-and-forth by showing exactly what the customer needs to see
Agent performance reports in PDF and scheduled emails
Download Agent performance reports as PDFs or include them in scheduled reports sent directly to your inbox. This makes it easier to share performance data with stakeholders, keep regular records, and review results without logging into the platform.
Use cases:
Share Agent performance with managers or clients in a presentation-ready format.
Schedule recurring reports for weekly or monthly performance reviews.
Keep PDF snapshots for internal reporting and historical comparisons.
Where to find it:
Go to Analyze → Agent performance to download the report as a PDF. To receive it automatically, add Agent performance when creating or editing a scheduled report.
Queue automated replies & tag when rate limits are reached
Automated reply workflows can now queue eligible replies when a channel’s hourly or daily rate limit is reached. Once capacity becomes available, BrandBastion processes the oldest queued replies first. You can also set how long replies should remain queued and optionally tag messages that are skipped or removed after the queue expires.
Use cases:
Maintain reply coverage during high-volume campaigns or unexpected spikes.
Prioritize older unanswered conversations once channel capacity becomes available.
Tag skipped or expired conversations for review or follow-up.
User permissions for AI prompts
You can now control which users are allowed to manage AI prompts in BrandBastion. Users can either have full access to create, edit, and delete prompts, or view-only access to see existing prompts without making changes.
Quick filters in batch mode
Agents can now quickly group similar conversations in batch mode using shortcut filters for tags and conversation types. The new Quick filters row appears at the top of the inbox and includes relevant tag filters, such as Customer Service, Buying Interest, and Fan Community, alongside conversation groups for Owned Public, Owned Private, and Earned & Social Listening. Multiple filters can be selected at once, and each selection is automatically reflected in the standard inbox filters.
Use cases:
Filter by Fan Community or Customer Service to review and approve similar conversations together.
Separate public comments from private messages to apply the right action to each conversation type.
Group earned mentions and social listening results for faster moderation and engagement.
Where to find it:
Open the Inbox > Ready to send > switch to batch mode. Use the Quick filters row at the top of the conversation list to select tags or conversation types.
Full conversation threads in email alerts
Email alerts now include the full DM or comment thread, giving you the context behind each flagged conversation directly in your inbox. Review earlier messages, brand replies, and follow-up comments before deciding whether action is needed, without opening BrandBastion first.
Use cases:
Understand the context behind a negative or high-volume conversation before responding.
Review the full exchange when an alert is triggered by a reply deep within a thread.
Decide which conversations need immediate attention directly from the alert email.
Preview your X listening query before adding it
You can now review the recent volume and example matches for an X listening query before adding it as a source. The preview shows up to 100 of the most recent matching messages, the timeframe they cover, and up to 15 examples, helping you confirm that your query captures the right conversations without being too broad. Previewed messages are not added to your account or reports.
Use cases:
Check whether your keywords and operators return relevant conversations before adding the source.
Identify an overly broad query that could consume too much of your plan’s conversation volume.
Review example messages, return to edit the query, and preview it again before committing.
Where to find it: Createa new X listening source and continue to the review step. Once you add the source, new matching messages will start being fetched and will count toward your plan’s conversation volume. You can preview up to 20 queries per user per day.
