Fix failed routing requests


Note: This article applies to PureCloud for Salesforce.

When you monitor email routing activity in PureCloud for Salesforce, you could see failed routing requests. You can fix the underlying reasons for the failed routing requests and then reroute the requests. 

Reasons for failed routing requests

Salesforce emails can fail to route through PureCloud for Salesforce for several reasons:

  • Bad credentials.

    Your OAuth credentials are incorrect. For more information, see Create an OAuth client and Configure authentication.

  • Incorrect permissions.

    At a minimum, when setting up OAuth credentials, select a role with the following permissions in PureCloud:

    • Architect > User > Readonly
    • Conversation > Email > Create
    • Routing > Queue > View
    • Routing > Skill > Manage

    For more information, see OAuth client permissions and Create an OAuth client.

  • Invalid queues, skills, or languages.

    You changed queues, skills, or languages in PureCloud but you did not click Retrieve Options to resync these objects from your PureCloud organization to your Salesforce organization. For more information, see Configure the routing of Salesforce emails.

  • Invalid process.

    The process that you created in Process Builder to route Salesforce emails through PureCloud for Salesforce contains errors. For more information, see Use Process Builder to route Salesforce emails.

Fix failed routing requests

  1. Check the failures.
    1. In Salesforce, click Setup.
    2. Search for Installed Packages.
    3. Under Build, click Installed Packages.
    4. Click Configure next to the PureCloud for Salesforce package that you want to configure.
    5. Click Routing of Salesforce Emails.
    6. Click View failed requests .

      The Failed Routing Requests page appears. 

  2. Work through each PureCloud routing request.
    1. Click a routing request.

      The API Response field lists the reason for the failure.

    2. Based on the API Response, fix the underlying issue. 

      After you fix the issue, new incoming Salesforce emails start to route through PureCloud for Salesforce. However, failed routing requests do not automatically reroute. You must manually reroute the failed routing requests. (If you do not want to reroute them, then delete the failed routing requests.)

    3. Click Edit next to the PureCloud routing request.
    4. Change Failed Attempts to 0.
    5. Click Save.

    The integration then attempts to reroute the Salesforce email through PureCloud for Salesforce.

  3. Repeat step 2 for each failed routing request.

After you fix and reroute or delete all failed routing requests, this subsection disappears.

For more information, see Monitor email routing activity and About Routing of Salesforce Emails.

For more information about the integration, see About PureCloud for Salesforce.