Salesforce cases in Slack Connect

Why companies win with Centro

Requests scattered across threads and DMs.

Every request is a case, in the thread.

Nothing falls through.

Customers chase agents for status.

Status posts to the thread on its own.

Fewer check-ins, faster response.

Simple asks wait for an agent.

Customers create cases, find answers and book time from buttons in the channel.

Agents get time back.

From thread to case and back

Create a case
from any message

React to a customer message, or use a message shortcut, and a Centro form opens with the thread already filled in. Save, and the Salesforce case is created and linked to the thread.

A customer message in Slack Connect with a lightning reaction, and the Centro Create case form open with the subject and description filled in from the message.

Let customers
help themselves

The case posts back to the thread with Quick Edit and Close Case, and a suggested fix the customer can accept or escalate. Simple requests resolve without an agent; channel buttons add new case, support site and book a call.

A new Salesforce case posted in the Slack thread with Quick Edit and Close Case buttons, followed by a suggested fix the customer can accept with Thanks - Fixed or escalate with Need help.

Show the customer
what matters

A Record Block posts in the thread with the fields you choose per record type.

Centro posts the new case in the thread with subject, status, description, priority and impact, plus Close Case and Quick Edit buttons, and a reply asking the customer to keep the discussion in the thread.

Reply from
Salesforce

Agents see the thread in the Live Link component and answer without leaving the console.

Centro Linked Conversations on the Salesforce case, with the Slack Connect thread open and a reply box for the agent.

Keep the customer
updated automatically

Status and field changes post to the thread through Flow.

A Slack Connect support thread where Centro posts the new case, then posts each status change automatically, first to Working and then to Waiting on Customer.

Share screenshots
and files

Attachments flow both ways and stay in the thread.

A customer shares an error screenshot in the Slack thread, and Centro offers Upload and Dismiss buttons to save it to the case as a Salesforce File.

Close with the
transcript and a survey

The thread transcript lands in case comments or a field, and a CSAT survey posts on close.

Centro posts that the case status changed to Closed in the Slack thread, followed by a five-emoji survey asking the customer to rate their experience.

Broadcast to every
customer at once

Pick the accounts in Salesforce and one message posts to each linked Slack Connect channel, with every send logged on the record.

Centro Broadcasts app in Salesforce with the audience builder, broadcast sending, and delivery reports.

Your help desk is Salesforce. Slack Connect is the front door.

One system of record

Cases, SLAs, reports and Knowledge stay in Salesforce.

One seat

Agents keep their Salesforce license, customers need nothing.

Nothing to re-key

Channel links, comments and attachments are Salesforce records.

Slack Connect help desks sync a copy of the case. Centro works the case itself.

How Centro compares

	Centro	Thena	Pylon	ClearFeed	Native Salesforce for Slack
System of record	Salesforce	Thena	Pylon	ClearFeed	Salesforce
Slack Connect channels	✓	Yes	Yes	Yes	Internal only
Case from emoji or button	✓	Yes	Yes	Yes	Yes
Agents reply from Salesforce	✓	Partial¹	No	Partial²	Yes
Flow drives the thread	✓	No	No	No	Partial
Transcript on the case	✓	Partial³	No	Yes	Partial
CSAT on close	✓	Yes	Yes	Yes	Partial
Broadcasts from Salesforce data	✓	No	No	No	No
Teams shared channels	✓	Enterprise	Yes	Yes	No
On the Salesforce AppExchange	✓	No	No	No	n/a
On the Slack Marketplace	✓	Yes	Yes	Yes	Yes
Extra seat	None	Per user	Per user	Per agent	None

Needs Change Data Capture.

Internal notes do not sync.

Attachment links expire after 7 days.

Runs in Slack Connect and Teams shared channels

Logic is Salesforce Flow, in your org

Agents work in the Salesforce console

No second help desk

Flat per-user pricing, no message metering

SOC 2 Type II

Frequently asked questions

Does it work in shared channels on both Slack and Teams?

Yes. Centro links Slack Connect channels and Microsoft Teams shared channels to Salesforce records the same way, and the Flow logic is shared across both.

Do our customers need a license?

No. Your customers use their own Slack or Teams. Only your agents need a Salesforce license and a Centro seat.

Where does the data live?

In your Salesforce org. Linked Conversations records which channel or thread belongs to which record, and the Message Queue holds every message Centro sends. Centro keeps no shadow data store.

Can agents reply from Salesforce?

Yes. The Live Link component on the case shows the thread and lets the agent reply without opening Slack. The reply posts in the customer's channel.

What happens when the case closes?

The thread transcript is written to case comments or a field you choose, a CSAT survey posts to the thread, and the thread stays linked to the case for follow-ups.

How do we move off a Slack Connect help desk?

Keep your shared channels as they are. Connect Centro to the same channels, map them to accounts in Salesforce, and cases, SLAs and reporting move back into Salesforce. Most teams are live in under a week once the Salesforce side is ready.

Slack Connect, snapped into Salesforce Cases.

Why companies win with Centro