Changes to the Inbound Sprout Social Data template

On February 7, 2023, Sprout released an updated version of the Sprout Social Salesforce app. If you made changes to the Inbound Sprout Social flow template prior to February 7th, 2023, you’ll need to make the changes outlined in this article. You do not need to make any changes if you didn’t customize the template.

In this article:

• Updating the managed package
• Upgrading Flow Template version in Salesforce
• Flow Template changes
• FAQs

Upgrading the managed package

1. Navigate to the Salesforce AppExchange from here: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000QtMmDEAV
2. Click Get It Now.
3. Log in to your account.
4. Select the users you want to install for and click Upgrade.
   
   

Upgrading Flow Template version in Salesforce

After upgrading, you’ll need to verify that the activated flow is updated to the upgraded version. If you've customized the Inbound Sprout Social Data flow template, see the section on Flow Template changes.

To activate the new version of the flow template:

1. Navigate to Setup > Flows.
2. Select the drop-down menu on the Inbound Sprout Social Data flow.
   
3. Select View Details & Versions.
4. Click Activate on the newest version.
   

Flow Template changes

If you have customized the Inbound Sprout Social Data template, you have two options for adopting the changes:

1. (Recommended) Add your customizations to the updated Inbound Sprout Social Data flow template to create a new customized flow. 
2. Manually make the changes in your customized version of the Inbound Sprout Social Data flow template to create a new custom version.

Note: If a profile is connected to Sprout, the profile will be marked as outbound. If two connected Sprout profiles have a conversation, two cases will be created for each profile.

If you want to manually update your customized version, these steps outline the changes you’ll need to make to your flow template.

Build Post Record from Data Event

In the v1.1 release, Sprout has added additional fields to support receiving sent replies and in the future will support sending Language & Sentiment metadata sent from Sprout.

To update this element:

1. Locate the Build Post Record from Data Event element.
   
2. Click the element and then click Edit Element.
   
   
3. At the bottom of the modal, click Add Assignment.
   
   
4. Add these fields as assignments:

ResponseContextExternalID

Variable = {!Post_Record_to_Save.SproutSocialApp__ResponseContextExternalId__c}
Operator = Equals
Value = {!$Record.SproutSocialApp__Response_Context_External_Id__c}

IsOutbound

Variable = {!Post_Record_to_Save.SproutSocialApp__IsOutbound__c}
Operator = Equals
Value = {!$Record.SproutSocialApp__Is_Outbound__c}

Language

Variable = {!Post_Record_to_Save.SproutSocialApp__Language__c}
Operator = Equals
Value = {!$Record.SproutSocialApp__Post_Language__c}

Sentiment

Variable = {!Post_Record_to_Save.SproutSocialApp__Sentiment__c}
Operator = Equals
Value = {!$Record.SproutSocialApp__Post_Sentiment__c}

Is the Post a Direct Message

With the v1.1 update, it's no longer necessary to differentiate between a message being public or private. To make this change:

1. Locate the Is the Post a Direct Message element.
   
2. Click the element and then click Delete Element.
   
3. From the drop-down menu, click Yes.
   
4. Click Delete Element.

Get 'Reply To' Post by Provider, External ID, and Recipient

1. Locate the Get 'Reply To' Post by Provider, External ID, and Recipient element.
   
2. Click the element and then click Edit Element.
   
3. Select Add Condition.
4. Add this field, operator and value:
   Field = SproutSocialApp__ResponseContextExternalId__c
   Operator =  Equals
   Value = {!Post_Record_to_Save.SproutSocialApp__ResponseContextExternalId__c}
5. Click the trash icon to delete the pre-existing fields. 
6. Under Sort Order, select Descending.
7. Under Sort By, Select CreatedDate.
   
   

Should we find Case from Post Reply?

1. Locate the Should we find Case from Post Reply element.
   
2.  Click the element and then click Delete Element.
   
3. From the drop-down menu, click Yes.
   
4. Click Delete Element.

Is parent Case valid?

1. Locate the Is parent Case valid? element.
   
2. Click the element and then click Delete Element.
   
3. Click Delete Element.

[New] Is Closed?

1. Locate the Is the case closed and should it be reopened? element.
2. Click the plus sign above that element to add a Decision element.
   
3. Label the element Is Closed?
4. Under Outcome Order, add a Yes outcome. Assign the following values to these fields:
   Resource = {!Parent_Case_Record.IsClosed}
   Operator = Equals
   Value = {!$GlobalConstant.True}
   
5. Under Outcome Order, add a No outcome.
   
6. Click Done.
7. Click the + sign on the No branch.
   
8. Select Connect to element.
   
   
9. Click the + to connect to Set Relationships on Post.
   
   Your element is now connected.
   

[New] Now() Date/Time Resource

1. From the Toolbox Manager, select New Resource.
   
2. Add the following inputs to create a new resource:
   Resource Type = Formula
   API Name = Now
   Data Type = Date/Time
   Formula = Now()
   
3. Click Done.

Is the case closed and should it be reopened?

1. Locate the Is the case closed and should it be reopened? element.
   
2. Click the element and then click Edit Element.
   
   
3. Delete the Condition Requirements.
4. Add this condition:
   Resource = {!Now}
   Operator = Less Than
   Value = {!MaxNumberofDaysforCaseReopening}
   
5. Click Done.
6. From the No branch, select Connect to element.
   
   
7. Click + to Connect to the Should we create a new Case? element.
   

FAQs

Will I have to reinstall the app to upgrade?

No, the upgrade will update the components that have changed. You will need to make sure that your activated flow is updated to avoid breaking changes.

I’m using the standard objects. Is there an updated zip file?

Yes, please email salesforceintegration[at]sproutsocial[dot]com to request the updated file.

I have customized the flow template. Should I add my customizations to the updated flow template or build my customizations into the new flow template?

We recommend that you add your customizations to the updated template. However, we have documented a changelog to enable you to be able to adapt your customized flow to the changes that went into the updated template.

I’ve opted in to start receiving sent replies in Salesforce. When can I expect to begin receiving those messages?

You will receive a confirmation email when this capability is activated in Sprout. We aim to enable your account within 48 hours of opt-in.