This page explains where to find Salesforce synchronization errors in Alcmeon, how to restart them, and what initial checks to perform in case of malfunction.

Email alerts

In Alcmeon, you can specify the email addresses of users to be alerted in case of a synchronization error with your Salesforce organization. When an error occurs, an alert email is automatically sent. An error named CRM_SYNCHRO_ERROR is then created for the affected message, and it remains visible in the message action audit on the processing page.

Configuring email addresses for alert recipients from Salesforce organization settings

Salesforce FAQ

Visible errors in Alcmeon

A warning icon is displayed for each Salesforce organization connected to Alcmeon. When it is grayed out, no errors are pending. When it displays an exclamation mark, it means that one or more errors need to be addressed. Clicking this icon opens the sync error management page.

Warning icon indicating the number of synchronization errors

What can be done?

From this page, three main actions are possible:

• restart synchronization for a single conversation that failed;
• restart synchronization for all conversations that are in error;
• Ignore an error when no synchronization is possible in a sustainable way.

Synchronization error management page

The first points to check

Verify the Salesforce connection

• well-connected organization
• valid authentication
• configuration of the refresh token compliant

Check the synchronization mode

• good mode activated
• Team/queue mapping properly in place if necessary

Check the contact's attachment

• User properly linked to the correct Salesforce contact in the workflows that require it

Note : When an error occurs, Alcmeon does not interrupt the entire processing flow and proceeds to the next synchronization. This prevents a single error from blocking all exchanges.

When to restart or ignore an error?

• Re-run the error after correcting the identified blocking issue.
• Ignore an error when no further synchronization is expected for this conversation or when the case no longer needs to be addressed.