Create Salesforce cases from conversations

Oct 14, 2026
Knowledge

Procedure Steps

Article updated: June 22, 2026

Create Salesforce cases from conversations

Enhance your customer case profiles, optimize processes, improve communications, and foster better relationships with your customers by connecting your conversations in Hootsuite Inbox with Salesforce Service Cloud cases. Once you connect your conversation to a case, you can continue messaging your customer in either Salesforce or Hootsuite Inbox.

This article describes the new Social OS experience. If you haven't switched yet, select the Classic tab for instructions. Learn more about the Social OS experience.

Audience: Enterprise Inbox agents with Social Customer Care. Want more Hootsuite features? Upgrade your plan.

Your Inbox admin can also set Hootsuite up to automatically create cases in Salesforce from conversations in Inbox. Learn how to create and manage automatic actions as an Inbox admin.

Create a Salesforce case from a conversation

Once your administrator sets up your connection, you can create a case in Salesforce from a conversation in Inbox. This connects the conversation in Inbox with a case in Salesforce and allows your agents to continue messaging or actioning on the conversation from either Inbox or Salesforce.

Go to Nest, and then open a conversation.
Go to the beginning of any conversation, select Conversation actions, and then select Send to Salesforce to create a new Salesforce case using the currently open conversation. Inbox includes the conversation history and attachments in the case.

Go to Inbox, and then open a conversation.
Go to the beginning of any conversation, select Conversation actions, and then select Send to Salesforce to create a new Salesforce case using the currently open conversation. Inbox includes the conversation history and attachments in the case.

Next up: Work with Salesforce cases

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Create Salesforce cases from conversations

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