Zonka Feedback's native Salesforce integration gives you a bidirectional, real-time connection between your CRM and your customer feedback program. You can push survey response data into Salesforce objects and pull Salesforce events to automatically trigger surveys — all without writing a single line of code.
This guide covers everything from initial authentication to advanced outbound message triggers, managed package setup, and workflow automation.
With Salesforce and Zonka Feedback, you can:
Sync survey responses to any Salesforce object (Contact, Lead, Opportunity, Case, Account, and more)
Create or update Salesforce records automatically when a response is received
Trigger Email and SMS surveys from Salesforce events (new contact, case closed, deal won, etc.)
Set up Salesforce Outbound Messages via Flow to fire surveys at the perfect moment
Capture NPS, CSAT, and CES scores against the Contact object via Managed Mapping
Run AI sentiment analysis and sync sentiment values back to Salesforce
Add location and tag data to responses and see them in Salesforce
Use Salesforce Sandbox for safe testing before going live
In this article, you will learn
Plan & Account Requirements
Requirement | Details |
Salesforce Account | Any paid Salesforce plan (including Essentials, Professional, Enterprise, Unlimited) |
Zonka Feedback — Custom Mapping | Any Zonka Feedback plan |
Zonka Feedback — Managed Mapping | Growth plan or above |
Salesforce Sandbox Testing | Available on all plans — connect Sandbox account instead of Production |
Outbound Messages / Flow | Requires Salesforce Workflow Rules or Flow (Enterprise edition or above recommended) |
Salesforce AppExchange Package | Required only for Managed Mapping; free to install |
⚠️ Salesforce Workflow Rules Deprecation Notice Salesforce has deprecated Workflow Rules in favor of Flow Builder. If your org runs on newer Salesforce editions, you should use Record-Triggered Flows to fire Outbound Messages. This guide covers both approaches. |
Part 1 — Connecting Your Salesforce Account
All integration types (Custom Mapping, Managed Mapping, and Outbound Triggers) begin with the same Salesforce authentication step. You only need to authenticate once per Salesforce org.
Step-by-Step: Connect Salesforce to Zonka Feedback
Log in to Zonka Feedback and go to Surveys from the left sidebar.
Select the survey you want to integrate. Open the Integrations tab from the top navigation.
Locate Salesforce in the integrations list and click Connect.
On the Salesforce Integration Detail Page, choose your mapping type: Custom Mapping or Managed Mapping. (You can change this later.)
You will be redirected to the Salesforce OAuth authorization page. Enter your Salesforce credentials.
First-time login: Salesforce will send a one-time OTP to the Salesforce account owner's email. Enter this OTP to complete authentication.
Once authenticated, you are redirected back to Zonka Feedback with your Salesforce account connected.
💡 Tip: Connecting a Sandbox Account
To test your integration safely before going live, you can connect your Salesforce Sandbox account instead of your Production org.
On the Salesforce Integration Detail Page, click 'Connect Salesforce Account' and choose Sandbox from the options. The Sandbox integration works identically to the Production integration and lets you validate all mappings and triggers before flipping to live.
Part 2 — Custom Mapping
Custom Mapping lets you manually connect any Zonka Feedback survey field to any field on any Salesforce object. When a response comes in, Zonka Feedback will create or update the mapped record in real time.
What is Custom Mapping?
Custom Mapping is the most flexible option. Use it when you want to:
Push survey responses to Leads, Contacts, Accounts, Opportunities, Cases, or any custom Salesforce object
Create new Salesforce records from survey data
Update existing records conditionally (e.g., only when a score is below a threshold)
Create Activity records on an existing Salesforce object
How to Add a Custom Mapping
After connecting your Salesforce account (see Part 1), follow these steps:
On the Salesforce Integration Detail Page, ensure Custom Mapping is selected.
Click the Add Mapping button. A slide-in form will appear.
Fill in the mapping form using the fields described in the table below.
Map your Zonka Feedback survey fields to the corresponding Salesforce object fields in the 'What do you want to Map' section.
Click Save. Your mapping is now active.
Custom Mapping Form Fields
Field | Description |
Mapping Name | A label to identify this mapping (e.g., 'New Contact from NPS Survey'). Use a descriptive name if you have multiple mappings. |
Salesforce Object Type | The Salesforce object you want to write data to. Dropdown lists all standard and custom objects in your org (Contact, Lead, Opportunity, Case, Account, etc.). |
Select an Action | The action to perform on the chosen object: Create a new record, Update an existing record, or Create an Activity on an existing record. |
Select a Mapping Condition | Controls when this mapping fires. Choose 'Every Time' to trigger on all responses, or 'Only When' to add one or more conditions (e.g., NPS score < 7, specific answer selected). |
What do you want to Map | Field-by-field mapping between Zonka Feedback survey fields/response attributes and Salesforce object fields. Select 'No Mapping' to skip any field. |
Mapping Conditions in Detail
Every Time: The mapping fires for every survey response received, with no filtering.
Only When: The mapping fires only when the specified conditions are met. You can set conditions based on:
A specific survey question's answer (e.g., NPS score equals 9 or 10)
Response metadata (e.g., location, survey channel)
Logical operators: Match ALL conditions or match ANY condition
📌 Required Fields Note
Certain Salesforce objects require mandatory fields to create a new record (e.g., Last Name for a Contact, Company for a Lead). Zonka Feedback will display a note listing these required fields when you select an object type. You must map all required fields before the Save option becomes available.
Part 3 — Managed Mapping
Managed Mapping uses the Zonka Feedback Salesforce Package (available on the Salesforce AppExchange) to automatically map survey and response fields for the Salesforce Contact object. It is purpose-built for syncing CX Metrics (NPS, CSAT, CES) and AI sentiment analysis values directly to your Contacts.
Managed Mapping Requirements
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Step 1 — Install the Zonka Feedback Salesforce Package
In Zonka Feedback, select your survey and go to Integrations > Salesforce > Connect.
On the Salesforce Integration Detail Page, select Managed Mapping.
Authenticate with Salesforce using your credentials (OTP may be required for first-time login).
You will be redirected to the Salesforce Package Installation page.
Select the type of user access for the package (Install for Admins Only, Install for All Users, or Install for Specific Profiles).
Click Install Package. Installation may take a few minutes.
Once complete, a success screen confirms the installation. Click Proceed to return to Zonka Feedback.
Step 2 — Configure the Salesforce Contact Page Layout
After installing the package, you need to add the Zonka Feedback Responses related list to the Salesforce Contact object layout so you can view survey responses directly inside a Contact record.
In Salesforce, click the Settings gear icon (top right) and select Setup.
In the Setup navigation, click Object Manager.
From the list of objects, select Contact.
In the left panel of the Contact Object Manager, click Page Layouts.
Select Contact Layout (or the layout assigned to your users).
In the page layout editor's left panel, click Related Lists.
Drag and drop the Responses related list into the layout's Related Lists section.
Click Save on the page layout.
Salesforce Contact records will now show a Responses related list where all Zonka Feedback survey responses for that contact are displayed.
Step 3 — Configure Auto-Sync Settings
In Zonka Feedback, you can control how responses are matched and synced to Salesforce Contacts. Choose the sync method that best fits your data setup:
Sync Method | How it Works |
Sync by Salesforce Contact ID | Zonka Feedback matches the Contact ID passed in the survey link parameters against your connected Salesforce org and syncs the response to the matching Contact. |
Sync by Contact Email Address | Zonka Feedback looks up the respondent's email address in Salesforce and syncs the response to the matching Contact record. |
Create New Contact if Email Not Found | If no matching email address exists in Salesforce, Zonka Feedback automatically creates a new Contact record and syncs the response to it. |
Part 4 — Triggering Surveys via Salesforce Outbound Messages
This is the most powerful part of the Salesforce integration. Rather than manually sending surveys, you can configure Salesforce to fire an outbound message when a specific event occurs — and Zonka Feedback will automatically send an Email or SMS survey to the relevant contact.
Common trigger scenarios include:
A support case is closed → Send a CSAT survey
An opportunity is marked as Won → Send an NPS survey
A new Contact is created → Send an onboarding feedback survey
A Contact's Status field changes → Send a targeted survey
A custom field is updated → Fire any survey you choose
How Outbound Message Triggering Works
The flow is:
Salesforce Event (e.g., Case Closed) → Salesforce Flow or Workflow Rule fires → Outbound Message sent to Zonka Feedback Webhook URL → Zonka Feedback sends Email/SMS Survey to the Contact |
Step-by-Step: Set Up an Outbound Message Trigger
Step 1 | Generate the Webhook URL in Zonka Feedback In Zonka Feedback, go to the survey you want to trigger. Open the Integrations tab and go to the Salesforce section. Look for the Outbound Message / Webhook URL option. Copy the unique Endpoint URL generated for this survey. You will paste this into Salesforce in Step 3. |
Step 2 | Create an Outbound Message in Salesforce In Salesforce Setup, search for 'Outbound Messages' in the Quick Find box and open it. Click New Outbound Message. Name: Give the message a descriptive name (e.g., 'Case Closed — CSAT Survey'). Object: Select the Salesforce object that will trigger this message (e.g., Case). Endpoint URL: Paste the Zonka Feedback Webhook URL you copied in Step 1. User to Send As: Select a Salesforce user with sufficient API access. Fields to Send: Select all Contact/Lead fields you want to pass to Zonka Feedback (at minimum, include Email, First Name, Last Name, and any merge fields you want to personalize the survey with). Click Save. |
Step 3 | Create a Flow (or Workflow Rule) in Salesforce to Fire the Outbound Message Option A — Using Flow Builder (Recommended for modern Salesforce orgs): • In Salesforce Setup, search for Flows and click New Flow. • Select Record-Triggered Flow. • Configure the Object and Trigger: choose the object (e.g., Case) and the trigger condition (e.g., Record is Updated, Status = Closed). • Add an Action step: search for and select Outbound Message. • Choose the Outbound Message you created in Step 2. • Save and Activate the Flow. (Important: the Flow must be activated for the trigger to fire.)
Option B — Using Workflow Rules (Legacy; check Salesforce deprecation status for your org): • In Salesforce Setup, navigate to Process Automation > Workflow Rules. • Click New Rule and select your object. • Set the evaluation criteria and conditions (e.g., Status changes to Closed). • Under Workflow Actions, click Add Workflow Action > New Outbound Message. • Configure the Outbound Message to use the Zonka Feedback Endpoint URL. • Save and Activate the Workflow Rule. |
Step 4 | Test the Outbound Message Trigger In Salesforce, manually trigger the event (e.g., close a test Case record). Check Salesforce Setup > Outbound Message Monitor to confirm the message was sent. In Zonka Feedback, check Response Inbox to verify the survey was sent to the contact. Confirm the contact receives the survey email or SMS. |
Step 5 | Activate and Monitor Once testing is confirmed, ensure your Flow or Workflow Rule is Activated. Monitor outbound message delivery from Salesforce Setup > Outbound Message Monitor. Monitor survey sends and responses from Zonka Feedback's Response Inbox and Reports. |
⚠️ Important: Flow Must Be Activated
A Salesforce Flow will NOT fire outbound messages until it is in an Activated state. After saving the Flow, always click 'Activate' from the Flow detail page. If your surveys aren't being triggered, verify this first.
Supported Salesforce Objects for Outbound Message Triggers
You can configure outbound message triggers on any Salesforce object that supports Flows or Workflow Rules. Common objects include:
Salesforce Object | Example Trigger Scenario |
Case | Case is Closed → Send CSAT survey |
Opportunity | Stage changes to Closed Won → Send NPS survey |
Contact | New Contact created → Send onboarding survey |
Lead | Lead Status changes to Qualified → Send interest survey |
Account | Account renewal date approaches → Send relationship survey |
Custom Object | Any custom record event → Send contextual survey |
Part 5 — Survey Send Triggers from Salesforce Events
Beyond Outbound Messages, there are several other ways Salesforce events can automatically send surveys through Zonka Feedback.
Option 1: Native Zonka Feedback — Salesforce Trigger Settings
When setting up a custom mapping, you can define Mapping Conditions that act as filters on when the mapping executes. While this primarily controls data sync, it pairs with your distribution settings to determine when surveys are sent.
Option 2: Outbound Message via Flow (Covered in Part 4)
This is the recommended method for complex event-based triggering. Use Salesforce Flow to define the exact event and pass the contact's details to Zonka Feedback via the Outbound Message Webhook.
Option 3: Zapier / Integrately (For Teams Without Salesforce Flow Access)
If your Salesforce edition doesn't support Flows or you need to connect non-standard events, you can use Zapier or Integrately to bridge Salesforce and Zonka Feedback:
Trigger: New Outbound Message in Salesforce (Zapier native trigger)
Trigger: Record Created or Updated in Salesforce (any object)
Action: Send Email Survey via Zonka Feedback
Action: Send SMS Survey via Zonka Feedback
These automations require a Zapier or Integrately account but allow finer control without Salesforce Flow setup.
Part 6 — Syncing Locations and Tags to Salesforce
Adding Location Data to Responses and Syncing to Salesforce
If your surveys are location-based (e.g., branch, store, clinic), you can attach a location to each response and have that location data sync into Salesforce automatically.
Step 1: Create a Location in Zonka Feedback
Navigate to Manage > Locations from the left sidebar.
Click Add a Location.
Fill in Location Name, External ID, and Address.
Optionally, assign Location Labels to the location for grouping.
Click Add to save the location.
Step 2: Assign the Location to Your Survey
Navigate to Manage > Surveys.
Select the survey you want to assign a location to.
Click the location dropdown (visible at the top of the survey settings) and select Assign Locations.
In the location popup, choose the locations you want to assign.
Click Apply and save.
When a respondent opens the survey, they will be presented with a location selection popup before starting. The selected location is saved with the response and automatically synced to Salesforce.
Step 3: View Location Data in Salesforce
In Salesforce, open the Response Detail Page for any synced response. You will see two location fields: Location ID and Location Name, both populated from the respondent's selection
Adding and Removing Tags and Syncing to Salesforce
Response Tags allow you to categorize and label individual survey responses. Tags are automatically synced to Salesforce and visible on the Response Detail Page.
Adding a Tag to a Response
Go to Response Inbox from the left sidebar.
Click Assign Tags on the response you want to tag.
Search existing tags or type to create a new tag. Click Apply.
The tag is added immediately and synced to Salesforce under the 'Tags' field on the Response Detail Page.
Removing a Tag from a Response
In Response Inbox, hover over the response.
Hover over the tag you want to remove and click the X next to it.
The tag is removed instantly and the change is reflected in Salesforce.
Part 7 — CX Metrics and AI Sentiment Sync
With Managed Mapping (Growth plan required), Zonka Feedback automatically captures and syncs CX Metrics and AI-generated sentiment scores to the Salesforce Contact object. This gives your sales and service teams live customer health data directly in the CRM.
Data Field | Description |
NPS Score | Net Promoter Score from the most recent NPS survey response |
CSAT Score | Customer Satisfaction Score from the most recent CSAT response |
CES Score | Customer Effort Score from the most recent CES response |
Sentiment Value | AI-generated sentiment (Positive, Neutral, Negative) derived from open-text responses |
Last Response Date | Timestamp of the most recent survey response |
Response Count | Total number of survey responses from this contact |
These fields appear on the Salesforce Contact record (visible via the Managed Package) and in the Responses related list added during the Managed Mapping setup.
Part 8 — Troubleshooting & FAQs
Issue | Resolution |
Authentication fails or OTP not received | Ensure you are using the Salesforce account owner's email. Check spam/junk folders. Contact Salesforce support if OTP is not being delivered. |
Surveys not being triggered from Salesforce | Verify that the Flow or Workflow Rule is Activated. Check Salesforce Outbound Message Monitor for delivery failures. Confirm the Endpoint URL in the Outbound Message matches the Zonka Feedback Webhook URL exactly. |
Responses not syncing to Salesforce Contact (Managed Mapping) | Confirm that the Zonka Feedback Salesforce Package is installed in the correct org (Production vs. Sandbox). Verify the Responses related list was added to the Contact Layout. |
Required fields error when creating a Salesforce record | Check the mandatory fields note displayed in the Custom Mapping form when you select an object type. All required fields must be mapped before saving. |
Salesforce records being created but not updated | Review your Mapping Condition. For update actions, the selected action must be 'Update' (not 'Create'). Ensure a matching field (e.g., email or Contact ID) is included in the mapping for record lookup. |
Tags not appearing in Salesforce | Tags sync to the 'Tags' field on the Salesforce Response Detail Page (not the Contact). Ensure you are checking the Zonka Feedback Response Detail Page in Salesforce, not the Contact record directly. |
Outbound Message firing but survey not sent | Check that the contact's email address is included in the fields sent by the Outbound Message. Verify the Zonka Feedback Webhook URL is correctly pasted (no extra spaces or characters). |
Sandbox integration not working like Production | Sandbox and Production are separate Salesforce orgs. You must install the Zonka Feedback package separately in Sandbox and re-authenticate. All mappings configured in Sandbox are independent of Production. |
Quick Reference: Integration Types at a Glance
Integration Type | Best For |
Custom Mapping | Syncing survey responses to any Salesforce object with full field-level control |
Managed Mapping | Auto-syncing NPS/CSAT/CES scores and sentiment to the Salesforce Contact object |
Outbound Message (Flow) | Triggering surveys automatically from Salesforce events like case close or deal won |
Sandbox Testing | Validating the integration end-to-end before going live in Production |
Location Sync | Tagging responses with physical locations and surfacing them in Salesforce |
Tag Sync | Categorizing responses in Zonka Feedback and mirroring categories in Salesforce |
Zapier / Integrately | Connecting Salesforce events to Zonka Feedback surveys without Flow or code |