Send Simplesat surveys from Salesforce emails, Enhanced Chat, Marketing Cloud and flows, and bring the feedback back into Salesforce: on the case, on the contact, or as a record of its own. Survey code you paste into an email template or a Marketing Cloud email works without connecting Salesforce, and so does the Flow package. Everything on Simplesat's Salesforce page needs the connection.

With the Pro plan or above, you can switch on these integrations:

Integrations under Ticket integrations run only on surveys connected to Salesforce. A survey is connected when it uses External email embed with Salesforce Cases, Salesforce Chat or Salesforce Classic (Opportunities). It's also connected when it's an Event-based or Web-embed survey with Connected service set to Salesforce. Salesforce Marketing Cloud doesn't connect a survey. These integrations find the case by the response's ticket ID, so that ID has to be a Salesforce case ID.

The survey settings and the Field mapping are covered in Writing feedback back, and mapping the fields.

Check these before you connect:

The integrations act as that user, who needs these Salesforce permissions for each one:

Field-level security applies too. Salesforce refuses an update to a mapped field the user can't edit, and the pull stops on any case whose owner the user can't see. To limit what Simplesat can reach, connect as a user whose access covers only the objects your integrations need. Integration security, permissions and data flow covers what the connected Salesforce user can read and write.

If you'll use Sync data to custom feedback object, create the Simplesat Feedback object and its fields in Salesforce before you switch it on.

Before you rely on an integration, test it with a real case. Testing an integration end to end walks you through it.

You paste a survey's code into Salesforce, and Salesforce sends it. The Flow package is the exception: a flow asks Simplesat to send the email. None of the integrations on the Salesforce page sends surveys. If you're still deciding how to send, Choosing a survey delivery method compares the options.

Use Salesforce Cases for Lightning email templates sent from a case.

In Simplesat:

In Salesforce:

To send the survey when a case closes, set the template as the Case Close Email Template in Setup → Support Settings. The Send Notification Email to Contact checkbox has to be on the Case Close page layout and checked when the case is closed.

When Salesforce sends the email, it fills in these merge fields in the survey links:

For how merge fields in survey links work in general, see Placeholders and merge fields.

Show the survey in the chat window when a Messaging for In-App and Web conversation ends.

In Simplesat:

In Salesforce:

On the website page with the chat, make the chat window at least 600px tall. For example:

Then add embeddedservice_bootstrap.settings.omitSandbox = true; inside the initEmbeddedMessaging function.

About 4.5 minutes after a response arrives, the pull replaces the session key with the case ID and adds the case's contact and owner to the response. The wait gives the customer time to finish, because swapping the ID mid-survey would split one chat into two responses. Until the pull swaps the ID, a second rating in the session updates the same response. Any rating after that makes a new response. The integrations that write to Salesforce wait five minutes, so they run after the pull and get the case ID.

The Salesforce Chat option is for Salesforce's legacy Chat, which Salesforce has retired and replaced with Messaging for In-App and Web. To survey chats now, put the Salesforce Cases link in an Enhanced Chat messaging component.

Use this option for Classic email templates sent from an opportunity.

When Salesforce sends the email, the links carry:

The code has no customer in it, so responses arrive without one. The ticket ID is the opportunity's ID, so the case integrations find no case and write nothing. Use Let me choose to keep these surveys out of Update case custom fields with feedback.

When Marketing Cloud sends the email, it fills in the customer's email, %%emailaddr%%. The team member fields carry the email's reply name and reply address. The link has no ticket ID, so each click on a rating makes a new response. The case integrations don't run on these responses, but the other integrations do.

The package, named Simplesat, adds Simplesat actions to Salesforce Flow, so a flow can ask Simplesat to email a survey. It doesn't need the Pro plan.

If you haven't made an API key or an Event-based survey before, Direct email surveys covers both.

The Send Survey Email action requires:

It returns:

For the case integrations to run on these responses, set Connected service to Salesforce on the survey's Delivery subtab, and pass the case's ID in Ticket ID.

When a flow runs for many records at once, such as cases closed together from a list view, each action handles only the first record. The rest get no survey.

Simplesat applies the survey's Delay and Suppression, and each email shows on its Email activity. If an email doesn't arrive, When a survey does not send lists what to check.

To leave cases out, add conditions where Salesforce sends the survey, such as in the flow that sends the email. With an email template, a chat or Marketing Cloud, Salesforce decides who gets the survey and when.

Simplesat keeps one response per case for each survey, so a second rating with the same case ID updates the first one.

The Flow package doesn't check whether a case was already surveyed, so the survey's Suppression, set in days per customer, is what holds back repeat emails.

These integrations save feedback on the case, on the contact, or as Simplesat Feedback records.

If a field you want is missing from the Field mapping, either it doesn't exist in Salesforce yet or field-level security hides it from the connected Salesforce user. The mapping reads your fields each time the page loads, so create the field or give that user access to it, then reload the page.

Get one Salesforce record per response, kept up to date as the response changes. The records belong to a Simplesat Feedback object, and each record is matched to its response by Response ID.

Give the object the label Simplesat Feedback and the object name Simplesat_Feedback, then add these fields. Salesforce adds __c to every name, so the object becomes Simplesat_Feedback__c and Response_ID becomes Response_ID__c.

There's no field for 5-star ratings. If your object and fields carry a namespace prefix, enter it in the namespace row of the Field mapping. It's added to the object and to every field except Name.

Every field goes to Salesforce in a single request, so one refused field fails the whole record. Salesforce refuses a field that doesn't exist, a field the connected Salesforce user can't edit, or a lookup that points at the wrong kind of record. Here's what each lookup needs:

The integration runs on responses from every survey unless you narrow it. To narrow it, choose Let me choose under When should this integration run? and switch on only the surveys you send from Salesforce cases. One Field mapping covers every survey the integration runs for. If you keep other surveys in, set the Case, Contact and Case Owner rows to Ignore, or make those fields text fields in Salesforce.

Put feedback straight onto the case, in the case fields you choose. The Field mapping lists your case fields, including Description. It starts with nothing mapped, so nothing is written until you map a field.

Keep feedback on the customer's Salesforce contact, in the contact fields you map. The integration finds the contact by the response's customer email, so a response without one gets nothing written. The Field mapping lists your contact fields and starts with nothing mapped.

Agents see the feedback inside the case, as a comment that isn't published to the customer.

The plain-text comment starts with the customer, the sentiment and the survey. Each question and follow-up question follows on its own # <question> line with its answer, and CSAT, NPS and CES ratings get an emoji in front.

Every run adds a new comment. A changed rating, or a comment added after the rating, adds another one.

When someone who isn't in Salesforce yet answers a survey, this integration creates a contact for them and an account for their company. Responses without a customer email are skipped. For the rest, the integration looks for a Salesforce contact with the same email:

The customer's name is split at the first space into a first and last name, and a one-word name becomes the last name. With no name at all, the last name is LNU, because Salesforce requires one.

Your Salesforce reports can use Simplesat Feedback records and the case and contact fields the integrations write. The Simplesat Feedback object has no lookup of its own to the account, so to report by account, go through the Case lookup.

Each response starts with the case, customer and team member details its survey link carried. Pull case details from Salesforce and sync to Simplesat then replaces them with what's on the case. For how Simplesat ties a response to a customer, a ticket and a team member, see Attribution: linking feedback to tickets, customers and agents.

When the ticket ID is a Salesforce record ID, the pull reads the case by that ID right away. When it's an Enhanced Chat messaging session key, the pull first finds the session's case.

It writes to the response:

If the case's contact has no email address, the response gets no customer. If the ticket ID is another Salesforce record's ID, such as an opportunity's, the pull brings in nothing. If the connected Salesforce user can't read the case or see its owner, the run stops and the response keeps what the link brought.

To open the case from a response, go to the survey's Configure page, under Open tickets directly in your helpdesk. Set the Ticket URL to your case address with {{ ticket_id }} in place of the case ID. For Lightning, that's https://<your domain>.lightning.force.com/lightning/r/Case/{{ ticket_id }}/view.

Your Salesforce contacts become Simplesat customers, updated once a day at the time of day you switched the sync on. The first run brings in every contact. After that, each run brings in the contacts changed in the previous 24 hours.

Each customer gets the contact's name and email, the contact ID as the customer ID, and the account name as the company. Titles, tags and other contact fields don't come across, and the sync writes nothing to Salesforce.

To bring every contact in again, click Reset integration, then Activate integration.

For what all contact syncs have in common, see Contact sync from a connected tool.

Use a Salesforce report to decide which contacts come into Simplesat. Once a day, the integration reads the report and creates or updates a customer for each row. To pick the report, enter its ID in the integration's Field mapping and click Save.

The report needs columns for the contact's ID, first name, last name and email, the account name, and the contact's last modified date. Rows without an email are skipped.

After the first run, each run brings in the rows changed since the last successful run. Salesforce returns only a report's first 2,000 rows, newest change first, so each run sees the 2,000 most recently changed contacts.

Open a Salesforce case from feedback so someone follows up. Create follow-up case after receiving feedback opens a case when a response arrives, and another one whenever the response changes. A later answer, an edited rating or a re-run each opens a new case.

The case's subject is New <sentiment> feedback from <customer name> on <survey name>, and its status is New. The description includes every answer, in the same format as the internal case comment. It starts with <customer name or email> left <sentiment> feedback for survey <survey name>, or with "Someone left" when the response has no customer name or email.

By default, the case has no contact, account, parent case, owner, priority or origin. Set the subject, status, description, account, contact and priority in the Field mapping. Your case assignment rules apply to the new case.

The integration opens a case for every survey and every rating, positive ones included. To narrow it, use Let me choose, where you can switch off positive ratings.

Creating a follow-up ticket from feedback covers follow-ups for every tool.

Before you click Revoke access, check that the new user can allow Simplesat's connected app. They need Approve Uninstalled Connected Apps, or Use Any API Client if the org has API Access Control on, unless a Salesforce admin has installed the app in the org.

To connect a different Salesforce user or org:

Revoke access stops every Salesforce integration, including Sync contacts and Sync contacts from report. Their settings and Field mapping are kept. They stay off until you activate them, and responses that arrive in the meantime aren't sent to an integration when you switch it back on.

From then on, the new user's permissions decide what the integrations can read and write. Survey code in your email templates and messaging component keeps working, so there's nothing to paste again. The Flow package keeps working too, because it uses a Simplesat API key.

The Salesforce page connects one Salesforce org at a time. To move to production, you reconnect and rebuild your setup:

Salesforce IDs are different in each org. Existing responses, customers and Simplesat Feedback records keep the sandbox's case, contact and user IDs, and those don't match anything in production.

Check these:

Salesforce's refusals don't show as errors in Simplesat. Send us the response's link and support can read the integration's runs from the last 30 days.

Check these:

Salesforce's refusals don't show as errors in Simplesat. Send us the response's link and support can read the log.

Update case custom fields with feedback doesn't tell Salesforce to skip assignment rules, so your active case assignment rules run every time it updates a case. Closed cases can move to whichever owner the rules pick, such as your default case owner. Cases that Create follow-up case after receiving feedback opens go through assignment rules too.

The customer comes from the survey link, or from Pull case details from Salesforce and sync to Simplesat. Check whether one of these applies:

Attribution: linking feedback to tickets, customers and agents explains how anonymous responses are handled.

Use the code from the Salesforce Marketing Cloud option. Its link carries %%emailaddr%%, which Marketing Cloud fills in when it sends. Code from other options uses merge fields that Marketing Cloud doesn't fill in, such as {{{Recipient.Email}}}.

With Salesforce Cases code, the team member is the user who sends the email, taken from {{{Sender.Email}}} and the sender's name. So if an email goes out from a shared address, that address becomes the team member. Switch on Pull case details from Salesforce and sync to Simplesat to replace it with the case's owner. Attribution: linking feedback to tickets, customers and agents covers changing the team member on a response.

The case ID in the link wasn't filled in. Salesforce fills {{{Case.Id}}} only when the email is sent from a case, so set the template's Related Entity Type to Case and send it from the case. An editor that changes the braces, for example into %7D, also stops Salesforce from filling it in. Paste the HTML in source code view.

Salesforce refused the connection, so the page stays unconnected. Check that:

The full message is "We can't authorize you because of an OAuth error. For more information, contact your Salesforce administrator." with OAUTH_APPROVAL_ERROR_GENERIC. You see it when the user you signed in as can't allow Simplesat's connected app. Since September 2025, Salesforce blocks most users from allowing a connected app that isn't installed in the org.

Have a Salesforce admin give that user the Approve Uninstalled Connected Apps permission, or Use Any API Client if your org has API Access Control on. The admin can instead install Simplesat's connected app in your org. Then click Authenticate again.

The full message is "400: Bad Request - Please authenticate connector(s) before starting the Cycle". It appears when you click Activate integration even though the page reads Authenticated with Salesforce. Authenticating again won't clear it, because we have to fix it on our side. Contact us with the integration's name.

Simplesat doesn't check the connection after you connect, so the page can keep reading Authenticated with Salesforce after the connection has stopped working. The connection stops when no Salesforce integration makes a call for 30 days. It also stops if the connected Salesforce user is deactivated or its access is revoked in Salesforce.

Deactivate integration and Activate integration won't fix it. Click Revoke access, then Authenticate, then Activate integration on each integration. Support can rerun responses that failed in the meantime, from the last 30 days.

Integration error messages and what they mean covers the messages the page does show.

Only Deactivate integration on the Salesforce page, or Revoke access, switches an integration off. For some workspaces, our team built a modified version of a Salesforce integration. If records still arrive, send us one of them and the workspace it came from.

Sync contacts skips contacts without an email address, and doesn't read leads or users. After its first run, it brings in only contacts changed in the previous 24 hours. If a run failed, for example while the connection was expired, a contact changed that day comes in only when it changes again. Reset integration and then Activate integration start a new first run that brings in everyone. Resetting also deletes the integration's Field mapping and returns it to its default settings.

Sync contacts from report sees only the report's 2,000 most recently changed rows, and skips rows without an email.

For the integrations on the Salesforce page, yes. Below Pro, Authenticate can't be clicked. Survey code pasted into a Salesforce email template or a Marketing Cloud email works without connecting Salesforce, and so does the Flow package. Enhanced Chat surveys need Pull case details from Salesforce and sync to Simplesat for their case, customer and agent, so they need the connection and Pro.

Under External email embed, Choose where to add your survey offers Salesforce Cases, Salesforce Chat, Salesforce Classic (Opportunities) and Salesforce Marketing Cloud. For a Lightning email template, choose Salesforce Cases.

Code from Generic Embed has no Salesforce merge fields, and its responses don't reach the case integrations.

Most runs finish within a minute of starting.

Switching an integration on, or saving a Field mapping change, applies to responses that arrive from then on, so it doesn't send the ones you already have. If a run failed, for example because of a mapping or a permission, support can rerun it once you've fixed the cause, as long as the run is from the last 30 days. Send us the responses' links. A rerun of Display feedback in an internal case comment adds another comment, and a rerun of Create follow-up case after receiving feedback opens another case.

Not in Simplesat. Support can read each integration's runs from the last 30 days, so send us the response's link. Integration error messages and what they mean covers the messages Simplesat does show.

It needs Response ID (Response_ID__c), marked External ID, because the integration finds each record by it. Every other field the Field mapping sends has to exist in Simplesat_Feedback__c under its field name, such as Survey_Name__c. Set the row of any field you don't create to Ignore.

Yes. Sync data to custom feedback object fills its Contact lookup with the customer's ID, which links the record when that ID is a Salesforce contact ID. You get a contact ID from Sync contacts, from Pull case details from Salesforce and sync to Simplesat, or from {{{Recipient.Id}}} on an email to a contact. Without a case, the Case lookup fails the whole record. Set its row to Ignore or make it a text field, keeping in mind that one Field mapping covers every survey the integration runs for. Update contact custom fields also writes to the contact with the customer's email, with or without a case.

Yes. Send us the name of the field you want from the case, its account or its contact, and we'll add it to Pull case details from Salesforce and sync to Simplesat. By default, the pull brings in:

Yes. In the Field mapping of Sync data to custom feedback object, Update case custom fields with feedback or Update contact custom fields, set the field's row to Use data from response and pick Created. That's the date and time the response was created. The field has to exist in Salesforce.

Yes. Five minutes after the change, the Simplesat Feedback record and your mapped case and contact fields are updated. Pull case details from Salesforce and sync to Simplesat runs again as soon as the rating changes. Display feedback in an internal case comment adds another comment, and Create follow-up case after receiving feedback opens another case.

Not with the case integrations. They find the case by its ID, which is {{{Case.Id}}} in a Lightning template, and a case number isn't a case ID. To open the case from a response, set the survey's Ticket URL, as described above under Pull case details from Salesforce and sync to Simplesat.

Yes, in any of these ways:

Yes, with a flow that runs when the opportunity closes. The flow can send a Classic email template with the Salesforce Classic (Opportunities) code, or call the Simplesat Send Survey Email action with the customer's email. If you use the template, or pass the opportunity's ID as Ticket ID in the action, the ticket is the opportunity. That means the case integrations don't apply.

Yes. A Salesforce messaging component shows the survey in the chat window when the conversation ends. You need Messaging for In-App and Web and a chat window at least 600px tall. Switch on Pull case details from Salesforce and sync to Simplesat to bring in the case, the customer and the agent.

Yes to both. You can connect a sandbox or a production org on the Salesforce page, one org at a time. For a second org, such as a sandbox next to production, use a second workspace, or contact us to add a second Salesforce connection to your workspace. Our team sets that connection up and manages it, because it doesn't show on the Salesforce page. To move from a sandbox to production, revoke access, authenticate to production, and rebuild your Salesforce setup there.

The integrations act as the Salesforce user who connects, with that user's permissions. That user needs the API Enabled permission and access to the objects each integration reads or writes. Limiting the user to those objects limits what Simplesat can reach.

Authenticate has you sign in on Salesforce's sign-in page, so connect as a user who can sign in there. Salesforce pairs its API-only integration users, who have the Salesforce Integration user license and the Minimum Access – API Only Integrations profile, with a server-to-server sign-in where nobody signs in. This connection doesn't use that sign-in.

They use the addresses listed in IP addresses and domains. If your Salesforce org accepts calls only from listed IP addresses, add all of them.

Not for the integrations on the Salesforce page. Authenticate has you sign in to Salesforce and allow Simplesat's connected app. The Flow package is only for flows.

Since September 2025, Salesforce blocks most users from allowing a connected app that isn't installed in the org. The user who connects can still allow Simplesat's with the Approve Uninstalled Connected Apps permission, or Use Any API Client if your org has API Access Control on. Without either, a Salesforce admin has to give them one, or install Simplesat's connected app in your org first. Admins install connected apps from Setup → Connected Apps OAuth Usage, which lists the connected apps in use in your org.