Who can use this feature?
Don't worry — we got you. In this article, you will find some common Salesforce error alerts and how to address them.
Below, we will discuss in more detail the most common errors you may receive, from which nodes, and how to address them.
Table of Contents
- Understanding the Error Alert Email
- Which Actions Can Generate Error Alerts?
- Errors, Reasons, and How to Fix Them
- Can I send these alert messages to other colleagues?
Understanding the Error Alert Email
Below, you can find how the alert email, which is sent to Chili Piper Admins, should look. It always should contain Failed to Execute CRM Action in its subject:
Now, let's examine each piece of information provided there and how it can help you better understand why this error was generated.
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Attempted Action (1): The action we tried to perform in your product's Router or Journey, which made Salesforce reply to the error back to us. In the example above, the failure happened while trying to Add to Campaign.
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Action Date (2): As the name suggests, the date (day and hour) the action tried to execute.
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Reason (3): The reason why the error happened, as taken from the Salesforce API response upon attempting to execute the Attempted Action. We will cover each reason in the Errors, Reasons, and How to Fix Them section below.
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Action Triggered in (4): Over here, we will show you the product, the Router or Journey name, and the node where the action failed. In our example, it happened for Concierge in the Add to Campaign Node. You will also find a hyperlink that will redirect you directly to your setup.
- Salesforce Record (5): The Router or Journey name and the node where the action failed. In our example, it happened for Concierge in the Add to Campaign Node. You will also find a hyperlink that will redirect you directly to your setup.
In-App Logs Errors
If you work with Concierge and/or Distro, you should find an Error in the Status column for any prospect who had their CRM actions failing for any reason.
Then, you can click Open for the errored log entry to learn more details about it. The error should be displayed at the top, alongside a Try Again button that allows Admins and Workspace Managers to retry the failed action on demand.
Which Actions Can Generate Error Alerts?
These errors can happen while your flow tries to perform any Salesforce-related action associated with nodes listed in your flows, such as Chat Journeys and Concierge Routers, for example. Here's a list of Actions/Nodes that should warn you with an error if they fail:
- Update/Create Record
- Update Field
- Create Event
- Add to Campaign
- Update Owner
- Inbox Sync (Chat Only)
Errors, Reasons, and How to Fix Them
In this section, we will cover the errors Salesforce can generate for the Actions mentioned in the previous section and how to handle them.
Required Field Missing
If we attempt to create or update a record in Salesforce, but your instance requires specific fields for which we did not receive data, we will fail to create the record and send this error.
If one or more required fields are missing, consider marking them as not required or updating your forms to include these data to ensure prospects always submit them.
Duplicates Detected
This error was sent because Chili Piper attempted to update a Lead or Contact record, but there was an existing record with a matching email, so Salesforce threw us an error. This can happen in the following scenarios:
Two Sources Trying to Create Records
The most common reason for this error is that two different instances (Chili Piper and an external source) are trying to create Lead or Contact records, which becomes a race condition between them. In this case, we advise keeping only one source trying to create Leads or Contacts.
Salesforce Deduplication Rules/Logic
Chili Piper will not create a duplicate; we will always update the existing one if there is an existing record match. However, you may also have some de-duplication Rule or logic implemented by your Salesforce Admins, impacting our ability to update records.
You will want to create some logic to disable this Rule for records that Chili Piper updates. We also have the two following suggestions to fix this issue:
- Excluding the Chili Piper Created by / sync user(s) from Duplicate / Validation Rules. If you would like to set up an exclusion, please follow the following steps:
- Go to Salesforce Setup and search for Duplicate Rules or find the validation Rule you wish to edit in your Object Manager.
- Click on the Duplicate / Validation Rule for which you want to add an exclusion.
- Click Edit.
- Under the Conditions section, create a condition that excludes your CP Created by / sync user(s) from the Rule.
- Change the matching criteria for the duplication rule in SFDC, e.g., email only. You can check this Salesforce article with the same criteria so you can know how to implement it on your instance.
Preceding Action Has Failed
This one appears if the action depended on another to be successful before it. For example, if you see this for an Update Ownership node, this likely implies the Lead/Contact record wasn't created, therefore there's no ownership to be updated. This also normally appears for Create Events nodes, that also depend on the record creation.
Invalid/Restricted Picklist
This scenario is most common when updating records. Since we update Salesforce with data received directly from your form, we will send an error if your form picklist values do not match what is in Salesforce. This only occurs if your SFDC picklist is restricted.
The solution would be to update the picklist to make it not restricted or make the form and SFDC picklist values consistent.
Custom Validation Rule
You may have a custom validation Rule that is not met when we attempt to create or update a record. If so, we will send this API error to inform you that this validation rule prevented us from saving the record in SFDC.
Consider editing or engaging your Salesforce Admin to edit this rule to accommodate your use case within Chili Piper or adapting your Router/Journey to your custom Salesforce rule.
User SFDC connection broken/Token Expired
This error is generated if your global integration user has ongoing issues with their Salesforce authentication token.
We suggest reconnecting the account to sync a new token - click here to check how.
Unable to unlock row
This error message means that when Chili Piper tried to create/update a record on your CRM, we got an error because another external system was trying a similar operation with the same record.
Consider retrying the failed action, as the row might be unlocked in the next attempt.
Invalid Credentials
This indicates the global integration user connection currently has invalid credentials within Salesforce. It may happen if their account got their credentials updated, for example.
We also suggest reconnecting the account to sync a new token - click here to check how.
Invalid Relation (of objects/fields)
If you receive this error, it means the Action was set to happen for an object not used in your flow's (Router/Journey) Trigger.
For example, if your Trigger works with Contact records, but you have nodes set to update Leads, this error will happen.
Consider reviewing your Router/Journey flow to ensure all nodes are actioning on the same record type.
Could not find Lead/Contact
This one is intuitive and points out we couldn't find a Lead or Contact object to be updated or used in the Action. It may happen if the record was merged or even deleted by a different source while Chili Piper tried to perform the update.
Could not find Campaign
Similar to the one above, this error indicates that we couldn't find a Campaign to perform the related action (Add to Campaign). Double-check if the campaign was deleted or updated after you set up your Chili Piper flow.
INSUFFICIENT_ACCESS - ViewAllData or ViewAllRecords required to upsert by standard field
This one indicates that permission(s) were missing while trying to update standard fields in your Salesforce instance. We recommend checking the permissions in this article and ensuring they are applied to your global integration user.
Failed to Sync Inbox (Chat)
This error only happens if you work with Chat product and indicates that one of your reps currently assigned to receive Live Chats is not mapped for Salesforce in your Admin Center's Users Table.
Navigate to your Admin Center's Users Table and check if you have user(s) with a warning icon right next to them, indicating the user mapping is currently not active for Salesforce:
Once the mapping is completed, the error should no longer happen for mapped users.
If needed, you can also navigate to this article, which has a quick guide to fix unmapped users.
Can I send these alert messages to other colleagues?
These messages are sent to your Chili Piper Admins, but we have some workarounds to ensure they are noted by other colleagues via e-mail or even Slack.