---
title: "Troubleshooting your Salesforce integration"
slug: "troubleshooting-your-salesforce-integration"
updated: 2026-01-18T15:29:52Z
published: 2026-01-18T15:29:52Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting your Salesforce integration

> **Who can use this**: Tech admin
> 
> **Available on**: Any Gong plan

Some common issues and their solutions are listed here. See also [FAQs for Salesforce integration](/v1/docs/faqs-for-salesforce-integration).

****Got an error when installing Gong for Salesforce****

> [!NOTE]
> Note
> 
> To use the Gong for Salesforce app, please upgrade your Salesforce to the Enterprise edition.

Currently, you must have Salesforce for **Enterprise** to install and use with the Gong app. If you have the Professional edition of Salesforce, you'll see the following errors when you try to install the Gong for Salesforce app:

- Missing Feature Apex
- Classes & Triggers

If you already have Salesforce for Enterprise and receive an error while installing the Gong app, [contact Gong Support](https://app.gong.io/contact-us).

****Our Salesforce account user doesn't have API access****

If an error message appears when you try to connect your Salesforce account to Gong, this usually means that Gong can't access your Salesforce organization's API. To resolve this, ask your Salesforce account manager to give you temporary API access to load all users. If you have any other problems connecting your Salesforce account, [contact Gong Support](https://app.gong.io/contact-us).

****Our Gong users can't connect to a third-party application****

Make sure those users have access in Salesforce to the 3rd-party apps you use. If not, contact your Salesforce admin.

****Our Gong users can't see the fields we use****

Make sure those users have access in Salesforce to the fields you use. If not, contact your Salesforce admin.

****Why can't I see a tracker (or tracker's phrase) in Salesforce?****

In Gong, Check the tracker settings:

1. Go to the **Admin center** > **Settings** tab > **Optimize Analysis** > **Trackers**, and click **Edit** next to the relevant tracker.
2. In the **Select where you want to use this tracker** section, make sure that **CRM Call objects** is selected.
3. To see the tracker's phrase, make sure that **Separate phrases** is selected.

More info: [Add or edit a tracker](/v1/docs/add-tracker-terms-to-the-custom-vocabulary)

****Conversation highlight and transcript issues****

**Who can do this?** Salesforce admins

If you're unable to view the Conversation Highlights or Transcript of a conversation due to an error (500 or 404) follow these steps to **enable Canvas Pages in the Conversation Object**.

If you’re unable to view the Account or Opportunity in the Conversation object, follow the same steps, but with the **Gong Deals Canvas App**.

1. In Salesforce, click the **Setup** tab and select **App Manager** in the panel on the left.
2. Locate **Gong Canvas App**. Click the down arrow to the far right and select **Manage**.

![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image(216).png)
3. In the Gong Canvas App connected app page, select **Edit Policies**.

![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image(217).png)
4. In the Connected App Edit Policies page, under **OAuth policies**, switch the Permitted Users to **Admin approved users are pre-authorized**, and click **Save**.

![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image(218).png)
5. Go back to the Gong Connected App page, scroll down to **Manage Profiles** and confirm that all the relevant Profiles are in the Profiles list.

![](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/image(219).png)
6. Log out and log back into Salesforce, and try to view the Conversation Highlights or Transcript again.
7. If this still doesn't work, capture the **trace ID** on the error page and send it to us ([submit a request to Gong Support](https://app.gong.io/contact-us)). We'll investigate the matter further.

A team member who manages and configures the Gong platform and handles CRM integrations, user provisioning, permissions, and system settings. [Find my Tech admin](/v1/docs/find-your-technical-or-business-admin).

Access to this feature depends on your [assigned seat](/v1/docs/plans-and-seats).