How to Send Salesforce Case Escalations to Slack with Make

Dashboard > Create scenario > Add module

Create New Scenario

Start a fresh Make scenario to connect Salesforce case escalations to Slack. This sets up the automation foundation.

1. 1Log into Make and click 'Create a new scenario'
2. 2Click the large '+' button in the center
3. 3Search for 'Salesforce' in the app list
4. 4Select the Salesforce icon

Salesforce Module > Trigger Type > Configuration

Configure Salesforce Trigger

Set up the trigger to fire when cases are escalated. Use the 'Watch Records' trigger to catch field changes in real-time.

1. 1Click the Salesforce module to configure it
2. 2Select 'Watch Records' from the trigger options
3. 3Choose 'Case' as the Object Type
4. 4Set Watch Events to 'Updated'
5. 5In the Formula field, enter: IsEscalated = true

Salesforce Module > Connection > Add Connection

Connect Salesforce Account

Authenticate your Salesforce connection using your org credentials. Make needs read access to case records.

1. 1Click 'Add' next to the Connection field
2. 2Enter your Salesforce username and password
3. 3Add your security token at the end of your password
4. 4Select your Salesforce environment (Production or Sandbox)
5. 5Click 'Save' to establish connection

Salesforce Module > Run once > Test Results

Test Salesforce Connection

Verify Make can read your case data and the escalation trigger works properly. This prevents issues later.

1. 1Click 'Run once' at the bottom of the Salesforce module
2. 2Go to Salesforce and escalate a test case manually
3. 3Return to Make and check if the test case appears
4. 4Verify all required fields are populated

Scenario Canvas > Add Module > Slack > Create Message

Add Slack Module

Connect Slack to send the escalation alert. Position it after the Salesforce trigger in your workflow.

1. 1Click the '+' button to the right of the Salesforce module
2. 2Search and select 'Slack' from the apps list
3. 3Choose 'Create a Message' as the action
4. 4Leave the configuration panel open for the next step

Slack Module > Connection > Add > OAuth Authorization

Connect Slack Workspace

Authenticate with your Slack workspace where escalation alerts should be sent. Make needs message posting permissions.

1. 1Click 'Add' next to Connection in the Slack module
2. 2Click 'Authorize' to open Slack OAuth window
3. 3Select your workspace from the dropdown
4. 4Grant Make permission to post messages
5. 5Return to Make to confirm connection

Slack Module > Configuration > Channel Selection

Select Target Channel

Choose which Slack channel receives escalation alerts. Pick a channel your support manager monitors actively.

1. 1In the Slack module, click the Channel dropdown
2. 2Select the channel where alerts should go
3. 3If the channel doesn't appear, type the channel name manually
4. 4Ensure the channel allows app messages

Slack Module > Text Field > Data Mapping

Build Alert Message

Create the message template with case details. Map Salesforce fields to create an informative alert.

1. 1Click in the Text field of the Slack module
2. 2Type: '🚨 Case Escalated: '
3. 3Click the data picker and select CaseNumber
4. 4Add new line and type 'Account: '
5. 5Map Account.Name from Salesforce data
6. 6Add Priority and Description fields on separate lines

🔔 New Lead: {{1.FirstName}} {{1.LastName}}
Email: {{1.Email}}
Company: {{1.Company}}
Status: {{1.LeadStatus}}

Slack Module > Text Field > Message Formatting

Format Message Layout

Structure the alert for quick scanning by support managers. Use emojis and formatting for clarity.

1. 1Add line breaks between each field
2. 2Include priority emoji: High = 🔴, Medium = 🟡, Low = 🟢
3. 3Add a Salesforce record URL using Id field
4. 4Preview the message format in the text box

🔔 New Lead: {{1.FirstName}} {{1.LastName}}
Email: {{1.Email}}
Company: {{1.Company}}
Status: {{1.LeadStatus}}

Scenario Canvas > Run Once > Check Slack Channel

Test Complete Workflow

Run the full scenario end-to-end to verify escalation alerts work correctly. This catches any mapping issues.

1. 1Click 'Run once' on the entire scenario
2. 2Escalate another test case in Salesforce
3. 3Wait 30 seconds for Make to process
4. 4Check your Slack channel for the alert
5. 5Verify all case details appear correctly

Scenario Canvas > Schedule Settings > Enable

Enable Scenario

Turn on the automation to start monitoring for case escalations. Set the appropriate scheduling interval.

1. 1Click the toggle switch in the bottom left to 'ON'
2. 2Set scheduling to run every 5 minutes for faster alerts
3. 3Click 'OK' to confirm the schedule
4. 4Verify the scenario shows as 'Active'

Drop this into a Make custom function.

Add this filter after Salesforce to prevent duplicate alerts:
{{formatDate(EscalatedDate; "X")}} > {{timestamp - 1800}}
This only processes cases escalated in the last 30 minutes, preventing old escalations from triggering alerts when you first enable the scenario.

Add this filter after Salesforce to prevent duplicate alerts:

{{formatDate(EscalatedDate; "X")}} > {{timestamp - 1800}}

This only processes cases escalated in the last 30 minutes, preventing old escalations from triggering alerts when you first enable the scenario.