Home > If the Salesforce integration fails because of duplicates with firstname.lastname@example.org here’s the workaround
(Last Updated On: September 7, 2018)
Recently, Salesforce brought out and assigned by default new duplicate rules, that mean that some of your chats may not be sending correctly if they are from email@example.com and they may show a duplicate error. Here’s how you can avoid that.
One option is to add SnapEngage as a Lead, Contact or Account source (depending on your workflow):
Click on Setup – Objects and fields – Object manager – Contact/Lead – Under Contact/Lead fields, fields and relationships lead source, lead source, add a value called SnapEngage.
Then, on salesforce, go here or go to Setup, and under administer, click on Data management, Duplicate management, duplicate rules.
Make sure you save the changes.
and the last step, you’ll just need to make a small change on the SnapEngage custom mappings:
Go to Settings – Integrations, scroll down to the custom mapping, and add SnapEngage as a source value of type Text
That’s it, Salesforce should now create tickets for firstname.lastname@example.org
If you have any questions, feel free to come on chat at snapengage.com or email us at email@example.com
Published August 16, 2018