Start here: diagnosing the issue
Use this to determine where to look before diving into the sections below:
All Salesforce fields missing from the company in Intercom → check that the Intercom Company ID field on the Salesforce Account record matches the company's Company ID in Intercom. If this field is blank or mismatched, no sync will be attempted for that record.
Some Salesforce fields present but others missing → check the Sync errors in the Salesforce app (Settings > Integrations > Salesforce > Accounts tab), then contact support with that information.
Resolution Steps
Requirements
The Salesforce App Account sync feature must have all of the following pre-configured in order for the sync to run successfully:
Company feature enabled
Set intercom's `company_id` with a value that will match to a Salesforce field
Changes (create / update) to company data in Intercom
Changes (create / update) to account data in Salesforce
Companies Disabled
If a workspace doesn't have company features enabled, a warning is shown in the Salesforce application settings page.
To rectify, navigate to Settings > Workspace > General and enable. 👇 Once this step is completed, you'll need to ensure companies are being created in Intercom.
No existing companies
If company features are enabled, the next requirement would be to create companies in Intercom using the messenger snippet or through the API. While creating or updating a company, `company_id` should be set to the value of the salesforce field used for mapping.
Once this step is completed, ensure companies are being created/updated.
No Company triggers
This means new companies aren't being created in intercom and existing ones aren't being updated to trigger the sync to salesforce.
To address this, follow the same steps mentioned in "No existing companies"
No Account triggers
This means accounts aren't being created in salesforce and existing ones aren't being updated to trigger the sync to Intercom.
To address this, companies need to be created and updated in salesforce, with the desired mapping field in salesforce matching intercom's `company_id`
Configured but no Identity mappings
If no account identity mappings have been created, this means the selected salesforce field to map to doesn't match intercom's `company_id`.
To remedy this for current users, we've sampled some companies and tried to match them to accounts in salesforce, in order to suggest a field that would lead to mappings.
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