As the Salesforce app depends on the standard out-of-the-box setup that Salesforce offers, there may be times when the integration fails to install or work as expected. If you experience an error, this troubleshooting guide should help you identify and fix the problem. 

Do you need to reconnect the Salesforce app?

If Intercom fails to connect to your Salesforce account, you'll see this banner in your app settings:

This can happen for a couple of reasons:

  • Salesforce hasn't connected to Intercom - this happens if you exit the installation process before completing all steps.
  • The OAuth token is manually removed within Salesforce - if the OAuth token for Intercom is removed from Salesforce, the integration will stop working.
  • You've used all four Salesforce OAuth tokens - Salesforce only allows a single user to connect four apps to connect using OAuth tokens. To connect more apps, a different Salesforce user will need to connect the app. Read this article for more info.
  • Your Salesforce API access is disabled - you'll require API access to connect Salesforce to Intercom.

You should check if you're experiencing these issues. Once resolved, you should be able to successfully re-authenticate the app.

Note: If you re-authenticate the Salesforce app, it will resume syncing your data as normal. It won't need to re-import your data. 

Have you checked what the issue might be in your app settings?

If something fails while creating a lead or a task, you can diagnose the issue yourself. Just visit the app store and click the Salesforce app. You'll see a list of errors there, along with the issues that are causing them.

Does your Salesforce setup include the fields Intercom requires?

The integration sends data from Intercom to specific fields in Salesforce. These are standard fields in Salesforce, but if they have been modified, hidden or removed the integration may not work. You’ll need to edit your Salesforce settings to ensure these fields are available. 

Salesforce fields we require: 

Lead object

  • Email
  • LastName
  • FirstName
  • Company
  • Phone
  • Status (aka Lead Status)
  • LeadSource
  • OwnerId

Contact object

  • Email

Account object

  • OwnerId 

Task object

  • Description (aka Comments)
  • CreatedById (aka Created By)
  • ActivityDate (aka Due Date)
  • Subject
  • Type
  • Status
  • Priority
  • OwnerId (aka Assigned to) 

Have you hit your Salesforce API limit? 

Every Salesforce account has a set rate limit, which is dependent on the plan you’re on. Intercom will use up some of this limit. If you’ve hit your Salesforce API limit, all of your Salesforce integrations will stop working, including Intercom. 

Are you missing some Salesforce data in Intercom? 

If you’ve matched an Intercom lead to one in Salesforce - but then update the email in Intercom so it matches a different Salesforce lead - it can take up to 10 minutes for custom attributes displaying Salesforce data to update.

I can't find the Salesforce picklist when mapping an Intercom list

You can map Intercom attributes with fields in Salesforce so that they stay in sync in your integration settings. You'll see the fields that are compatible, (e.g. text can match text, integers can match integers, etc).

For lists, we match each option. If there's an option in Salesforce that isn't matched in Intercom, we will add it for you in the list of options. However, we can only add options if the Salesforce picklist is NOT set to restricted.

Note: If the option isn't appearing, make sure it isn't set to Read-Only.

Why can't I create a Salesforce task in Intercom?

When you try to create a Salesforce task in Intercom, you might receive the error: 'Intercom requires these fields in the Salesforce Task object: Type':

Is your Type field visible in Salesforce?

The 'Type' field for the Task object is a standard field in Salesforce for most users, but if you have the Salesforce Professional edition, it will be set to 'hidden' by default

Our integration needs it to be visible to create tasks. You can amend this in Salesforce by going to Object Manager > Task > Fields & Relationships > Type > Set Field-Level Security and setting it to 'visible'.

Still having trouble setting up Salesforce? 

If you’re still experiencing trouble with your Salesforce integration, please get in touch with our Support team via the Messenger 😄 

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