This page describes the Salesforce integration log errors that (CE) currently tracks:
Custom field does not exist
Salesforce connection no longer authenticated
Insufficient permissions
API limit exceeded
Missing values for CE Status
CE also looks at the trigger event and provide examples that are most likely to result in each error and recommend actions for you to take.
In the scenario of any error, hard refresh your page as a first step in troubleshooting to ensure your error occurs consistently.
Custom field does not exist
In the event that CE cannot locate the required Salesforce fields for the integration, the required fields may not exist, may not be set up correctly, or may have been accidentally deleted from your Salesforce.
The error is triggered when CE is attempting to display Salesforce settings in the app or to sync CE status and activities to CE.
Examples of this may be when:
CE performs a background check that Salesforce is correctly configured for syncing data.
There is an update to a conversation status in CE.
An email is received by your AI email agent.
An email is sent by your AI email agent.
Check your Salesforce to confirm that the required custom fields in Salesforce for the CE – Salesforce integration are set up and configured correctly.
Salesforce connection no longer authenticated
The tokens given by your initial Salesforce connection may have been revoked.
The error is triggered when CE is attempting to display Salesforce settings in CE or to sync CE status and activities to CE. Any event that calls out to Salesforce from CE may trigger this error.
If you need assistance troubleshooting this issue, please submit a support ticket using our support page.
Insufficient permissions
The user profile used for the integration does not have the correct permissions to enable authenticating your Salesforce integration with CE.
The error is triggered when CE is attempting to display Salesforce settings in CE or to sync CE status and activities to CE.
Examples of this may be when:
CE performs a background check that Salesforce is correctly configured for syncing of data.
There is an update to a conversation status in CE.
An email is received by your AI email agent.
An email is sent by your AI email agent.
Check your Salesforce to confirm that the Salesforce user you are attempting to integrate with has the required permissions enabled.
Salesforce daily API limit exceeded
Salesforce instances have a daily limit on incoming calls from external integrations. Read more about this via Salesforce.com.
The error is triggered when CE is attempting to display Salesforce settings in CE or to sync CE status and activities to CE. Any event that calls out to Salesforce from CE may trigger this error.
Check with your Salesforce Administrator on next steps.
Missing values for CE status
CE cannot locate the required values for the custom field “6sense Conversational Email Status”. The required values may not exist, may not be set up correctly, or may have been accidentally deleted from your Salesforce.
The error is triggered when CE is auto enrolling leads from Salesforce and attempts to update the ‘6sense Conversational Email Status’ in Salesforce.
Examples of this may be when:
A lead from Salesforce could not be automatically imported due to import error.
A lead from Salesforce could not be automatically enrolled due to enrollment error.
Check your Salesforce to confirm that the required values for 6sense Conversational Email Status are set up and configured correctly.
Unknown error
Please submit a support ticket.