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Salesforce

Know who's asking. Automatically match feedback authors to Salesforce contacts and surface account names, opportunity stages, and deal values alongside their requests. Prioritize feedback from your most valuable customers.

Overview

The Salesforce integration enables:

  • Account enrichment -- see account name, opportunity stage, and deal value alongside feedback
  • Contact lookup -- automatically match feedback authors to Salesforce contacts by email address
  • Case creation -- create Salesforce cases from feedback posts for tracking in your CRM

Prerequisites

  • Admin access to your Quackback workspace
  • A Salesforce account with API access
  • A Salesforce Connected App (see Create a Connected App)

Setup

1. 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 your Quackback OAuth callback URL
  6. Save and copy the Consumer Key and Consumer Secret

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

2. Configure Platform Credentials

  1. Go to Admin → Settings → Integrations → Salesforce
  2. Enter the following credentials:
    • Consumer Key from your Connected App
    • Consumer Secret from your Connected App

3. Connect Your Account

  1. Click Connect to Salesforce
  2. You'll be redirected to Salesforce to authorize the application
  3. Log in and click Allow

4. Save and Test

  1. Click Save
  2. Submit test feedback with an email address that matches a Salesforce contact
  3. The feedback post will be enriched with the contact's account data

How Enrichment Works

When new feedback is submitted, Quackback:

  1. Queries Salesforce for a Contact matching the author's email
  2. If found, retrieves the Contact's Account name and details
  3. Links the feedback post to the Salesforce contact with a direct link to the Lightning contact view

This helps your team see the revenue impact of feature requests and prioritize feedback from key accounts.

Manage the Integration

Pause

Temporarily stop enrichment:

  1. Go to Admin → Settings → Integrations → Salesforce
  2. Toggle Enabled off
  3. Enrichment pauses, but the connection remains

Reconnect

If you see connection errors:

  1. Click Reconnect
  2. Re-authorize in Salesforce
  3. Tokens are automatically refreshed 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

"Authentication Failed" Error

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

  1. Click Reconnect
  2. Re-authorize the app in Salesforce

Connected App Not Working

  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 your Quackback instance

Next Steps