Navigating the Calendly-Salesforce integration can occasionally present challenges, from setup snags to ongoing administration hurdles. This concise guide tackles common issues you might encounter, offering insights and solutions to ensure a smooth integration process. Whether you're troubleshooting synchronization errors or managing permissions, our goal is to streamline your experience, helping you focus more on client interactions and less on technical glitches.
The Integration Status
On the Salesforce Integration page in Calendly (Integrations -> Salesforce), you will notice a Connection Overview section which provides the “status” of your integration. Typically, this status should read “Good”:
However, if your flow runs into an error, the status will switch to “Broken” and will show the timestamp of the last failure:
This does not mean that the entire integration is broken.
The status is to alert you that something went wrong with the flows in the last transaction. As soon as another event (or other type of data) is synced without error, the status will return to “Good”.
The best way to determine what caused the error is to review any error emails, reports and debug the flow. This will be covered in the next section.
Troubleshooting Common Issues
User is Not Getting Events Assigned to Them
Core Issue: Salesforce is not finding a match on the affected user's email and assigns Lead to system admin
Solution: Confirm that the Calendly email of the affected user matches the email in Salesforce and there are no other users with the same email. Additionally, confirm this user is active.
Incorrect User is Getting Events Assigned to Them
Core Issue: Salesforce is not finding a match on the affected user's email and assigns Lead to system admin
Solution: Confirm that the Calendly email of the affected user matches the email in Salesforce and there are no other users with the same email. Additionally, confirm this user is active.
Duplicate events are showing in Salesforce
Core Issue: An external integration or automation is creating the duplicate event or you have multiple flows active that create the same event
Solution: Check if you have another calendar integration setup with Salesforce such as Lightning Sync or Einstein Activity Capture. You will have to either 1) turn off the secondary sync, 2) turn off Calendly “Add to Calendar” feature or 3) edit the Salesforce flows so that they do not create a new event record. Please refer to your Salesforce Admin for assistance with troubleshooting this.
Otherwise, check your list of flows to confirm if more than 1 of the same type of flow as createEventTemplate is active. You may have an active copy of the flow.
Some events are not pushing to Salesforce
Core Issue: A filter is in place
Solution: Check the createEventTemplate to see if a filter is in place. You can follow the steps here to find the setting: https://help.calendly.com/hc/en-us/articles/360055655013-Filter-the-Salesforce-flow-to-run-on-certain-conditions
Calendly Package Won’t Install
Core Issue: User doesn’t have permissions to install or Calendly OAuth is blocked by Salesforce
Solution: Review how to install package and the requirements here: https://help.calendly.com/hc/en-us/articles/4407108170135-How-to-install-the-Calendly-package-in-Salesforce
To check if Calendly OAuth is blocked:
- Navigate to Setup -> Connected Apps OAuth Usage
- Check if Calendly App has the option to “Unblock” - if so, unblock the app
No routing submission forms are being passed into Salesforce
Core Issue: User is not using native routing forms or the flow is not turned on
Solution: Review 2.4 package requirements here: https://help.calendly.com/hc/en-us/articles/12271688258327
Error when trying to install, "Flow Filters can't reference encrypted fields..."
Core Issue: Shield encryption is enabled for Salesforce organization. Our flow references encrypted fields which throws an error
Solution: You cannot use our managed package. Please reach out to Calendly support to request an unmanaged package link.
