Salesforce Integration Connection Troubleshooting & FAQs

Why are my messages not posting to Salesforce?

If you are sending messages to Salesforce and they are not showing up in Salesforce, follow these steps to troubleshoot.

  1. Navigate to Setup > Quick Find > Session Settings from here, make sure that Lock sessions to the IP address from which they originated is not enabled in Salesforce. This can cause intermittent failures in sending messages to Salesforce via Macro.
  2. Check your Sprout integration package logs in Salesforce to see if there are any errors occurring with the integration. If there are errors, you may need to debug or customize your flow to resolve.
  3. Check that your Sprout connection to the Salesforce instance is set up correctly in Integrations, Automated Rules, and Macros in the Settings section of Sprout.
  4. Confirm that the messages are not between two connected Sprout profiles. All conversations must be between an unconnected social profile and a connected brand profile.

If you have validated all of the above and are still encountering issues, reach out to your Technical Services Consultant or the Sprout Support Team.

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