Unable to connect to Salesforce

Note: This article applies to the Salesforce data actions integration.

The integration is unable to connect to Salesforce. This issue is typically due to invalid or missing credentials in the integration configuration in Genesys Cloud. However, this issue can also be due to security settings in your Salesforce organization or an outage of the Salesforce server. 

  • Confirm that you can access Salesforce.
  • Review the Salesforce security settings.
  • Reenter your Salesforce credentials in the integration configuration in Genesys Cloud. For more information, see Add a data actions integration.
  • Check the Salesforce user permissions in Salesforce.

    If the Salesforce user does not have a profile with API Enabled selected, then the integration cannot connect to Salesforce. 

For more information about the integration, see About the Salesforce data actions integration.