How to: Sync Slack Thread Replies to Salesforce Case Comments

Overview

This guide walks you through how to configure your Centro setup so that replies in a Slack thread are automatically logged as Case Comments in Salesforce.

🔁 Slack Setup: Create a Workflow Step

1. Go to your Slack Workflow Builder.

2. Add the “Reply to Salesforce Record” block.

3. Select “Platform Event”.

4. Give the API name a unique value (e.g., Case_Reply_Comment).

⚙️ Salesforce Setup: Create Two Flows

1. Case Creation Flow

• Trigger Type: Platform Event

• Purpose: Post new Case record to a Slack channel

• Key Settings:

  • Hardcode the Slack Channel ID

  • Enable Starter Thread, Post Record Details, Link to Channel, and Link Thread

  • Customize messages or formatting as needed

  
  

2. Platform Event → Case Comment Flow

• Flow Type: Platform Event-Triggered Flow

• Triggered on: Centro Platform Event

Inside this flow:

• Start Element: Select the platform event and define the trigger

• Key Variables Used:

  
  

  • API Name → to determine flow behavior

  • Message Text → to store the reply content

  • Value → maps to the Case ID (record ID)

  
  

📌 Decision Logic

Use a Decision element to check the API Name. For example:

• If API Name = Case_Reply_Comment, then proceed to create a Case Comment.

📝 Create Case Comment

• Use a Create Records flow element:

  
  

  • Object: CaseComment

  • Parent ID: Set to the Value (i.e., Case ID)

  • Comment Body: Set to Message Text

  • Optional: Create a formula to include the Slack username or email

  
  

Example formula: TEXT(Message_Text) & " - by " & TEXT(Slack_Username)

✅ Final Touches

• Optionally set the IsPublished field to true or false depending on whether comments should be visible externally.

• Test your setup by replying to a linked thread in Slack and confirming the comment appears on the Case in Salesforce.

❓Need Help?

If you run into any issues or have questions about your setup, reach out to the Centro support team