Once you set up and configure the native integration between Salesforce and DialLink, you may occasionally receive email notifications that a call or message log could not be created automatically in Salesforce.
This can happen for several reasons. In this article, we’ll walk through the most common causes of failed call and message log syncs and how to resolve them.
How to resolve Salesforce call and message log issues
Authentication issues
Problem: The authentication token has expired, so DialLink can no longer access your Salesforce account.
Solution: Reconnect the integration by following these steps:
Disconnect the integration. See the Managing your Salesforce native integration article for instructions.
Reconnect the integration. See the Setting up the Salesforce native integration article.
Reconfigure the integration settings. Refer back to the Managing your Salesforce native integration article.
Permission issues
Problem: The access and permissions granted during setup have been revoked, so DialLink can no longer sync data with Salesforce.
Solution: Reconnect the integration by following these steps:
Disconnect the integration. See the Managing your Salesforce native integration article for instructions.
Reconnect the integration and make sure the required permissions are granted. See the Setting up the Salesforce native integration article.
Reconfigure the integration settings. Refer back to the Managing your Salesforce native integration article.
Configuration issues
Problem: Required fields are missing data during sync, or data is mapped to the wrong fields due to a system error.
Solution: Manually create or correct the call or message log in Salesforce using the details provided in the email notification.
See the Managing your Salesforce native integration article for detailed steps.
If the issue persists, reconnect the integration:
Disconnect the integration. See the Managing your Salesforce native integration article for instructions.
Reconnect the integration and make sure the required permissions are granted. See the Setting up the Salesforce native integration article.
Reconfigure the integration settings. Refer back to the Managing your Salesforce native integration article.
Salesforce API limits exceeded
Problem: The Salesforce API request limit has been exceeded, preventing DialLink from syncing data.
Solution: Wait for the API quota to reset or increase your available API limits in Salesforce.
Salesforce plan limitation
Problem: The integration is not available on your current Salesforce edition.
Solution: Make sure your account is on one of the following supported editions:
Enterprise
Unlimited
Performance
Developer
Manually add a call or message log to Salesforce
Call and message logs that fail to sync to Salesforce are not automatically re-synced after the issue is resolved. If you still need that information in Salesforce, you can add it manually using the details provided in the email notification.