Salesforce Chatter

Sync Salesforce Chatter posts and comments on Accounts and Opportunities into Statisfy’s AI timeline.

Salesforce Chatter

The Chatter integration pulls Salesforce FeedItem posts and their FeedComment replies into Statisfy, where they land on the AI timeline of the matching customer alongside Slack, email, and meeting activity. Posts authored on an Opportunity surface on the parent Account’s timeline — Statisfy doesn’t run a separate per-Opportunity timeline.

This page covers the Chatter section of the Salesforce settings wizard. For the broader Salesforce integration, see Salesforce Integration.

Prerequisites

• Salesforce is connected to Statisfy. If it isn’t, follow Salesforce Integration Steps.
• The connected Salesforce user has read access to FeedItem, FeedComment, and the parent objects (Account and/or Opportunity) you intend to sync.
• Chatter is enabled on the parent objects you plan to sync. If your Salesforce admin has disabled feeds on Account or Opportunity, the puller will return zero rows.

Where Chatter shows up

• Each FeedItem becomes a Chat activity on the parent Account’s AI timeline, with the FeedItem body as the opening message and each FeedComment as a reply.
• @-mentions like @[005XXXXXXXXXXXXXXX] (User Id) or @[003XXXXXXXXXXXXXXX] (Contact Id) are resolved to @Name automatically. If the user can’t be resolved, the literal mention is left in place.
• HTML in rich-text posts is stripped — only the text and link URLs survive.
• Authors are matched first against Salesforce User, then against Contact (for Experience Cloud community posts).

Open the Chatter settings

1. Navigate to Integrations → Salesforce → Settings.
2. Expand the Chatter section in the settings wizard.

All knobs below live inside that section unless called out.

Configuration

Enable Chatter Syncing

The master switch for Chatter. Turn off to pause ingestion without losing your configuration — the rest of the form stays editable so you can re-enable later with the same settings.

The Sync Frequency picker at the bottom of the section is saved separately from the rest of the configuration. If you disable Chatter Syncing but leave a schedule active, the puller will run but short-circuit immediately — the form will warn you. Click Disable under Sync Frequency to fully clear the schedule.

Parent Types

Pick which Salesforce records to read Chatter from:

Parent Type	Behavior
Account	Posts on the Account itself. Routed to that Account’s timeline.
Opportunity	Posts on an Opportunity. Routed to the parent Account’s timeline. Opportunities without an AccountId are skipped.

You can select either or both. Selecting neither is invalid — the form blocks save.

Parent Filter (SOQL WHERE clause)

Optional SOQL WHERE clause applied to the FeedItem’s parent record. Use this to scope ingestion to a subset of accounts or opportunities. The clause is wrapped in parentheses and combined with the built-in filters (parent type, lookback window, deletion check) via AND.

Examples:

Parent.Account.Type = 'Customer'

Parent.Type = 'Account' AND Parent.Account_Status__c != 'Churned'

Leave blank to pull Chatter for all parent records of the selected types.

Lookback Window (days)

How many days back to look for FeedItems modified since. Default is 3 days; range is 1–365.

• The bootstrap run (first connection or manual re-run) uses this same window — set it higher if you want more historical Chatter on day one.
• Periodic runs re-pull anything inside the window every time, so edits and new comments on older-but-still-in-window posts flow through.
• The lookback is enforced against Salesforce’s SystemModstamp, not LastModifiedDate — this is what lets a deleted or edited FeedComment trigger a re-sync of its parent FeedItem even when the post body itself is unchanged.

A short lookback (3–7 days) plus a daily cadence is the right default for most tenants. Longer windows just re-walk records that are already up to date.

Include Comments

When on (recommended), FeedComment replies are pulled alongside their FeedItem and threaded as messages in the same activity. When off, only the opening post is synced.

Include field-history posts

Salesforce auto-generates a TrackedChange FeedItem every time a tracked field changes (Stage moves, Owner changes, etc.). These are usually 70%+ of total Chatter volume on a busy Salesforce org but they aren’t real conversation.

Off by default. Turn on only if your team actively uses field-history posts as conversation triggers.

Preview Chatter

Click Preview Chatter to run the current filter against Salesforce and see what would be ingested:

• Returns the total count of matching FeedItems in the lookback window (capped — large counts display as 1000+).
• Shows up to 5 sample posts with parent, author, date, type, and a body excerpt so you can sanity-check filter intent.
• Surfaces SOQL errors inline if the parent filter is invalid.

Preview always excludes TrackedChange posts, regardless of the field-history toggle, so the sample reflects real conversation volume.

Sync Frequency

How often Chatter is pulled. Picker offers:

• Hourly — for orgs where Chatter is a primary communication channel and you want near-real-time ingestion.
• Daily (recommended) — the right cadence for most tenants.
• Weekly — minimal pull, useful for low-Chatter orgs.

Click Save Schedule to enable. Click Disable to fully clear the schedule — no new Chatter runs will fire after that.

Sync Frequency is saved independently from the rest of the Chatter configuration. Pressing the main Save Configuration button at the bottom of the wizard does not save the cadence — use the buttons inside the Sync Frequency block.

Save and run

1. Configure the section as above.
2. Click Save Configuration at the bottom of the Salesforce settings wizard to persist parent types, filter, lookback, comments, and field-history settings.
3. Save (or update) the Sync Frequency separately.
4. Optionally, click Run Sync Job in the Sync Job card at the top of the page to fire a Chatter pull on demand without waiting for the scheduler.

Troubleshooting

Preview returns zero posts but I know Chatter exists

• Lookback window may be too narrow — try 30 days.
• The parent filter may be too restrictive. Try clearing it.
• Confirm the Parent Types match where the posts live (an Opportunity post won’t appear when only Account is selected).
• Verify the Statisfy-connected Salesforce user has read access to FeedItem on the parent object.

Posts are flooding in but they're all 'X changed Stage from Y to Z'

You’re seeing TrackedChange field-history posts. Turn off Include field-history posts to filter them out. On most orgs this removes 70%+ of Chatter volume.

An Opportunity post is missing from the Account timeline

• Chatter on Opportunity is only routed to the timeline if the Opportunity has an AccountId. Orphaned Opportunities are skipped with a warning in the sync logs.
• Confirm Opportunity is checked under Parent Types.
• Verify the parent Account is synced to Statisfy — Chatter for an account that doesn’t exist as a Statisfy customer is dropped.

@-mentions show as @[005...] instead of @Name

Statisfy resolves mentions by looking up the Id in Salesforce. If the User or Contact behind the Id can’t be read (deactivated, no read permission, deleted), the literal mention stays in the body. Confirm the connected Salesforce user can read the User and Contact objects.

Save succeeds but no Chatter is being pulled

• Check Enable Chatter Syncing is on.
• Check Sync Frequency shows “Currently scheduled” — saving the rest of the config does not activate a schedule.
• Open the Sync Job card at the top of the wizard for the latest job status. A status of FAILED will include the error in sync_message.

The puller logged 'hit _MAX_RECORDS_PER_QUERY' — what now?

A single sync run pulled 50,000 FeedItems and stopped early. This only happens on very chatty orgs with long lookback windows. Reduce the lookback or add a parent filter to scope the pull, then re-run. Contact [e-mail] if you need the cap raised for a specific tenant.

Support

Need help? Contact [e-mail] or reach out to your Customer Success Manager.