Salesforce Integration

With Statusbrew’s Salesforce integration, you can:

Send qualified leads straight to your sales team
Create new contacts from people interacting with you on social media
Open new cases for your customer service team to resolve issues faster

Any message or contact information you receive from social can be pushed directly into Salesforce. This ensures your customers are routed to the right teams quickly, keeping your sales pipeline active and your support efficient.

Salesforce integration is available in the Enterprise Plan. See full pricing details.

Connecting To Salesforce

To connect your Salesforce account to Statusbrew:

Go to Settings > Integrations.
Click Manage beside Salesforce. Click Add account.
Select Production or Sandbox.
Securely log in to your Salesforce account using your admin credentials & complete the connection process.

Managing Your Salesforce Integrations

To manage your accounts:

Go to Settings > Integrations.
Click Manage beside Salesforce. Now you will be able to see a list of all Salesforce accounts connected to Statusbrew.
Click (More) beside the Salesforce account you want to manage.
Click Edit to manage Salesforce fields or Remove to remove the Salesforce account.

Editing Your Salesforce Fields

You can edit your Salesforce account name.

For Lead, Contact & Case, the list of fields is categorized into:

Visible fields
Hidden fields

To make a Hidden field Visible, click Add to view beside the field.

To move a field from Visible to Hidden, click Remove from view beside the field.

You can also mark Visible fields as read-only. By marking a visible field as read-only, you will not be able to update its value when editing contact details. Click beside the visible field you wish to mark as read-only. Click beside the field to remove it from read-only.

Any visible field marked as read-only can’t be made hidden. You will have to first remove it from read-only to make it hidden.

You can even drag and drop the visible fields to change their order.

Creating An Entity

You can create Cases, Contacts, and Leads from Statusbrew and add social message details to your Salesforce account. This addition creates a new row on the entity type you are creating, with the information tied to it.

Create a Lead if you notice someone on your socials is engaging with your brand and is interested in learning more about your products/services. You can create a Lead, so that your sales team can see it in Salesforce and follow up to start the sales process.

Create a Case if a customer reaches out to you on your socials about a problem or issue with your product and requires more support. You can create a Case to ensure your support team can see the request and assist the customer.

Create a Contact when someone from a company you already work with starts engaging with you on social media. For example, if the CEO of one of your partners interacts with you on Instagram, you can add them as a Contact in Salesforce. This way, you’ll have their Instagram profile linked alongside their contact information for easy reference and relationship management.

To create an entity from Statusbrew:

Go to Engage
Open the conversation from which you want to create an entity from the conversation list.
From the Conversation Details sidebar, click Search Salesforce in Lead or Contact.
Click Create contact or Create lead
Enter the appropriate fields based on the entity type. The First name and Last name are automatically populated. Add more information if necessary, and click Create.

You can double-verify that the entity appears in your Salesforce account by logging in and checking for the particular entity you created.

Lookup & Link Contacts And Leads

You can look up and link Contacts and Leads when interacting with users in Statusbrew.

Statusbrew automatically searches for related Contacts and Leads in your Salesforce account and displays the suggestion in the sidebar. If the suggestion matches, you can click Link to link the Contact or Lead.

To search and link Contacts and Leads:

Go to Engage
Open the conversation for which you want to link a Contact or Lead from the conversation list.
From the Conversation Details sidebar, click Search Salesforce in Lead or Contact.
In the search bar, search by name, email, or social profile. Statusbrew will look for Contact and Lead in your Salesforce account to match details. You’ll either see a preview of the suggested match or a notification stating that no suggested Leads or Contacts were found.
If you find the correct match, you can click Link. The Link dialog appears. You can also click
View external to open the Contact and Lead in Salesforce.
Verify the Contact is a match, and then click Link.

Now, whenever you open a message with the user in Statusbrew, you’ll see all their connected Contact and Lead information in the Contact Details Sidebar.

Creating Cases In Statusbrew

You can create Salesforce Cases directly in Statusbrew. To create a Salesforce Case:

Go to Engage and open the message you want to create a Case for.
Ensure the Lead & Contact is linked in the Contact Details Sidebar.
Click Create a ticket. The Create Case dialog will open.
The message history will be pre-filled in the Description. Add other details.
Click Create.

Now the Case appears in the Salesforce Tickets section in the Contact Details Sidebar. You can click on it to open the Ticket details sidebar, where you can select View external to view the ticket in Salesforce.

You can also add any private comments for your team.

Editing Salesforce Data In Statusbrew

Once you link a Contact or Lead, each time you open a conversation with that user, all of their Salesforce data can be viewed in the Contact Details Sidebar.

You can edit their data directly from the Contact Details Sidebar by clicking Settings > Edit. Make your updates and click Edit. Their data is updated in Statusbrew and in your Salesforce account.