Salesforce Troubleshooting
    • 01 Dec 2023
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    Salesforce Troubleshooting

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    Article Summary

    Salesforce and Dialpad are both robust business tools. It's rare, but with so much going on, sometimes a hiccup can occur.

    First things first, make sure you have the latest Salesforce package installed — we're currently on v1.749

    If you're using an older package, head to the AppExchange Marketplace to update it. Once you're using the current package, check and see if the problem persists.

    Now that we know you're using the correct package, let's go through some common Salesforce troubleshooting scenarios. 

    Why aren't my calls being logged?

    If you are having issues with call logging, check to make sure the correct permissions have been assigned. 

    Next, check to make sure that you're syncing with the right contact. In some cases, we may find multiple matches. 


    Click on the # of matches to select the right one for Dialpad to start logging your calls and activity. 

    Keep in mind that the only scenarios where a call isn't logged are in the case of a missed inbound call or if it's an internal call, meaning you called someone in your own organization.  

    Calls placed via a desk phone will still automatically log as long as there is a contact match. If multiple contacts are found, you will need to select the contact to log against in the desktop app in order for the call to be logged.

    How are multiple matches found?

    We search Salesforce for Contacts, Accounts, and Leads that match either the phone number, email, or contact name of the person calling into Dialpad. 

    For phone numbers, we find matches in the following fields:

    Accounts: Phone

    Contacts: Phone, Mobile Phone, Home Phone, or Other Phone

    Leads: Phone or Mobile Phone

    The Secondary Phone field in Salesforce is a custom field. At this time we do not support custom fields, additionally, Home Phone on a Lead is considered a custom field.  

    What type of number formats can I use in Dialpad to log calls?

    We currently support the following number formats:

    • (844) 979-4824
    • 844-979-4824
    • +18449794824

    One of these formats must be in the Account, Contact, or Lead phone field in Salesforce. 

    Why am I seeing duplicate entries in Salesforce?

    Each object in Salesforce has a certain classification type: Contact and Lead objects are WhoID objects, whereas everything else is considered a WhatID object.

    Dialpad calls, by default, will always log to the Salesforce object that’s matched against the contact you’re calling. When you select a related object, the call gets logged to that object and the related object is tagged to the call task as a “WhatID” object.

    If a call involves two objects of the same types, this will create two tasks. This is because Salesforce doesn't allow the creation of a task that’s associated with more than one WhatID or WhoID object. 

    Because of this, logging a call to a related object in the Dialpad Salesforce integration may result in two tasks (or what appears to be a duplicate task).

    Example: Account and Opportunity are both WhatID objects, so if the call is logged as both an Account and Opportunity, it will create two tasks. On the other hand, logging it as both a Contact and Opportunity would only create one task since Contact is a WhoID object and Opportunity is a WhatID object.

    How can I fix the "An error has occurred, cannot load Salesforce connection" when using the CTI?

    If you come across an error when loading a Salesforce contact, check to see if third-party cookies are being blocked. 

    1. Navigate to chrome://settings/cookies
    2. Change the setting to block third party cookies in incognito 

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