Who can use this: Tech admin
Exporting calls from Gong to Salesforce can sometimes fail. Gong periodically checks to see if your calls are successfully exporting to Salesforce, and sends an email with details of why the export failed. Use the error message in the email to resolve the issues in Salesforce.
Note:
This article lists errors when exporting calls via the Gong for Salesforce app.
What you can do
This table lists the error messages you may get and how to resolve the problem:
Error code
Example message
Description
How to fix it
INVALID_FIELD
No such column 'Gong__[custom field name]__c' on sobject of type Gong__Gong_Call__c
The Gong integration user doesn’t have edit permissions for one or more Salesforce fields.
Assing the Gong API User permission set to the Gong integration user to give edit access to the required fields. This permission set is included in the Gong for Salesforce package.
If not using the Gong permission set, create a custom permission set with the required field permissions and assign it to the integration user.
INVALID_FIELD_FOR_INSERT_UPDATE
Unable to create/update fields: Gong__[Custom Field]__c, Gong__[Custom Field]__c, Gong__[Custom Field]__c
The integration user doesn’t have Edit access to one of the required fields in the object being updated.
Apply the Gong API User permission set to the Gong integration user. Confirm that the integration user has Edit access to the Tasks, Events, and Gong Conversation objects.
CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY
message=taskTrigger: execution of AfterInsert
A Salesforce trigger threw an unhandledd exception when Gong tried to create or update a record.
Review the trigger in Salesforce (for example, taskTrigger) and update it to handle inserts and updates performed by Gong.
CANNOT_EXECUTE_FLOW_TRIGGER
We can't save this record because the [Process Name] process failed. Give your Salesforce admin these details. This error occurred when the flow tried to update records: FIELD_CUSTOM_VALIDATION_EXCEPTION: [Validation Rule Message] You can look up Exception Code values in the SOAP API Developer Guide. Error ID: 1248815204-109960 (311816127)Error ID: 1248815204-109960 (311816)
A Salesforce Flow or Process failed when Gong attempted to create or update a record, generating this error message.
Review the error message for the Flow or Process that failed. which includes the name of the process that failed and the reason. Use this information to find and correct the flow function. In this case, there was a validation error.
FIELD_FILTER_VALIDATION_EXCEPTION
Value does not exist or does not match filter criteria
The record could not be saved because the lookup field value does not match the required filter.
This error prevents a record from being saved because the value entered into a lookup field violates a restriction that has been set up on that fieldFIELD_CUSTOM_VALIDATION_EXCEPTION
Rollup Helper cannot update parent record 0061K00000e6uxBQAQ: FIELD_CUSTOM_VALIDATION_EXCEPTION: Please populate Billing Account
A validation rule in Salesforce prevented the record from being saved. This can occur when an automation (for example, Rollup Helper) tries to update a record that fails a validation rule.
Review the validation rule associated with the field or object mentioned in the error. Update the rule or add conditions so that records created or updated by the Gong integration user meet the required criteria.
INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY
message=insufficient access rights on object id, fields=[])]
The integration user doesn’t have access to the record referenced in the update, such as an Account, Contact, Lead, or Opportunity.
Review the integration user’s sharing settings and verify that they can view and update the referenced record. Adjust sharing rules or permission sets as needed.
No such column 'Type' on sobject of type Task
The integration user doesn’t have field-level permissions for the Type field on the Task object.
Review the integration user’s sharing settings and confirm that they have read/write access to the referenced record.
INVALID_CROSS_REFERENCE_ID
Similar to INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY. The integration user doesn’t have access to the referenced record.
Review the integration user’s sharing settings and confirm that they can update the referenced record.
If you solved the error in Salesforce, either manually export the call to Salesforce or do a bulk push for all calls that failed to export to Salesforce.
Individual calls: Go to the call in Gong and click
> Push to Gong for Salesforce. You will be notified if the push was successful or not.Multiple calls: Go to Company settings > CRM > Salesforce. In the Export to Salesforce section, select Repush all failed calls. If there are failures after repushing, we'll email you with the number of calls that still failed to export, and an example of some of them. The email may take some time to arrive.
If this doesn't work, contact your Salesforce admin or Gong support.