Salesforce

Know who's asking. Look up feedback authors in Salesforce and see their contact name and account alongside their requests.

Note: On Quackback Cloud, integrations are available on the Business and Enterprise plans. Self-hosted installs include every integration.

Overview

The Salesforce integration enables:

• Contact lookup: match feedback authors to Salesforce contacts by email address
• Account context: see the contact's account name alongside their feedback, with a link to the contact in Salesforce

Prerequisites

• The Owner or Admin role in Quackback (or a custom role that can manage integrations)
• A Salesforce account with API access
• Self-hosted only: a Salesforce Connected App (see Create a Connected App)

Self-hosted: create your Salesforce app

Note: On Quackback Cloud, skip this section. Quackback provides the Salesforce app for you, so you go straight to connecting.

Self-hosted instances connect through an app you create. Do this once before you connect.

Create a Salesforce Connected App

1. Go to Setup > App Manager in Salesforce
2. Click New Connected App
3. Enable OAuth Settings

4. Add these OAuth scopes:

   • api: Access and manage your data
   • refresh_token: Perform requests at any time
5. Set the Callback URL to https://YOUR_DOMAIN/oauth/salesforce/callback
6. Save and copy the Consumer Key and Consumer Secret

Note: It may take up to 10 minutes for a new Connected App to become active in Salesforce.

Save the app credentials in Quackback

1. Go to Admin > Settings > Integrations > Salesforce
2. Click Configure credentials
3. Enter the Consumer Key and Consumer Secret from your Connected App, then save

Setup

1. Connect your account

1. Go to Admin > Settings > Integrations > Salesforce
2. Click Connect Salesforce
3. You'll be redirected to Salesforce to authorize the application
4. Log in and click Allow

2. Test the integration

1. Submit test feedback with an email address that matches a Salesforce contact
2. Open the post. The contact appears in its Customer context section.

How enrichment works

When you open a feedback post, Quackback:

1. Queries Salesforce for a Contact matching the author's email
2. If found, retrieves the Contact's name and Account name
3. Shows them in the post's Customer context section, with a direct link to the Lightning contact view

This helps your team see which accounts are asking for what.

Manage the integration

Pause

The Salesforce integration has no pause switch in its settings. To stop enrichment, disconnect the integration.

Reconnect

If you see connection errors:

1. Click Disconnect and confirm
2. Click Connect Salesforce and authorize again in Salesforce

Tokens are refreshed automatically when they expire.

Disconnect

To fully remove the integration:

1. Go to Admin > Settings > Integrations > Salesforce
2. Click Disconnect
3. Confirm the action

Troubleshooting

Contacts not being matched

1. Check email addresses: the feedback author's email must exactly match a Salesforce Contact's email field
2. Verify permissions: the connected account needs read access to Contacts and Accounts
3. Check integration status: look for errors in settings

Token refresh fails

Salesforce OAuth tokens expire and are automatically refreshed. If refresh fails:

1. Click Disconnect and confirm
2. Click Connect Salesforce and authorize the app in Salesforce again

Connected App not working (self-hosted)

1. Verify the Connected App is active (can take up to 10 minutes after creation)
2. Check that the OAuth scopes include api and refresh_token
3. Confirm the callback URL matches https://YOUR_DOMAIN/oauth/salesforce/callback

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• Integrations overview: All integrations