Home > If the Salesforce integration fails because of duplicates with unknown@example.com here’s the workaround

Categories: |


(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 unknown@example.com and they may show a duplicate error. Here’s how you can avoid that.

First set up a custom mapping to uniquely identify SnapEngage chats.

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.

 

Then click on the standard duplicate rule for whatever applies to your workflow, and click on edit.

 

 

Under “Conditions”, select contact lead source NOT EQUAL to SnapEngage as a condition

 

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 unknown@example.com

If you have any questions, feel free to come on chat at snapengage.com or email us at support@snapengage.com

Did you find this article helpful?

Not HelpfulNeeds WorkSo-soHelpfulVery Helpful (No Ratings Yet)
Loading ... Loading ...

Published August 16, 2018