Emma for Salesforce Randomly Stopped Syncing Activity

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  • Updated 8 months ago
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Emma for Salesforce was up and running and randomly stopped syncing - meaning response activities are not being brought over to salesforce and new users are not being added if added in emma.  Under Emma Setup, all statuses still point to green.  How would you suggest I start troubleshooting?  What has changed in last couple months that would cause this?   Thanks
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Tami S

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Posted 9 months ago

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Andrew Heuback, Official Rep

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Hey Tami! Thanks for granting support access.

I was able to look into your Salesforce org and noticed that the Emma for Salesforce setup is configured so that Emma members are mapped to the Account object. Accounts are not compatible with the integration, which is the root of this issue.

If you head to the Setup tab in Emma for Salesforce and click through to the Field Mapping section, you can choose Advanced Settings to reconfigure this so members are mapped to a different object (such as leads or contacts).

Give that a shot and let me know if you still need further assistance!
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Tami S

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Hi Andrew, thanks for the follow up.  We did face the mapping to accounts challenge upon initial set up and, with Emma supports help, we were able to map to the Person Account.  So unless they have become incompatible since July, it was syncing and working for months and then stopped.  Let me know if/how I can send you the email chain from the Emma technical support specialist I worked with. 

Here is how it had been successfully set up initially as per emma support: "Our SF developer got back to us and it looks like the issue had to do with some backend settings for the related list that were not referencing the new implementation for Person accounts. That has been fixed so the related lists in synced Person account records should be showing data now! "

Thanks again
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Tami S

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I should also mention that I re-ran the set up sync and it did add newly added contacts from Emma to Salesforce as person accounts along with emma group memberships.  Activity, however, has still not updated. 
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Andrew Heuback, Official Rep

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Hey Tami! Thanks for that insight - I did find in our case records where we configured your Emma for Salesforce settings to map to the Account object. 

I confirmed the sync is working. I added myself as a contact in Emma, which appeared in your SF org. I sent myself a mailing through your account, and then opened the mailing and clicked a link inside. In SF, the response activity showed in my record (it's under the name Andrew Support):


Are there any examples where you're not seeing this data sync over?
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Tami S

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Yes.  I have about 21 groups synced.  However, when I "View Sync Status" from Emma set up tab, only 4 groups are syncing.  Your test was in one of the four that are syncing.  Why aren't the other 17 groups syncing?   "Tami" is an example of a group that is not syncing but should be.  Thanks.
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Andrew Heuback, Official Rep

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Hey Tami! It looks like the oauth connection dropped sometime this summer and it's now been reconnected.

I sent an email to one of your addresses, which belongs to the Tami group. After you opened the mailing and clicked the link inside, this data synced to the contact record in Salesforce.

The response history that was collected with the connection down won't sync over, but any response history collected moving forward will.

Let me know if you have any further questions on this!
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Tami S

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Thank you, Andrew!  Although it is disappointing we'll always be missing months of data...so a few more questions:  How can I prevent the OAuth from dropping in the future?  How can I ensure I know when it does?  Is the reconnection something I can do or need Emma support to reconnect?
Thanks again for your research on this!
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Andrew Heuback, Official Rep

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While we have seen some isolated instances of the oauth dropping, it's not common or likely to occur regularly with your org. If you do notice that data isn't syncing from Emma to Salesforce, you can try reconnecting the oauth by having a system administrator follow these steps:

1. Navigate to the Emma Setup tab and click Start Setup.

2. On step one, click the Connect to Salesforce button.

3. On the pop-up, enter your Emma username and password.

4. After entering those credentials on the pop-up, click to give access permission to the integration and then close the pop-up once you get the success message.

5. Click the Next Step: Field Mappings button, which saves this change. That’s it!