Troubleshooting Salesforce Flow Issues

Ensure the Recipe is in Update Mode

One of the more common reasons for a Recipe not running as intended is because it was saved in Preview mode. Preview mode is for analysis purposes, so no data is modified in the CRM.

To check the mode, go to Operations > Recipes and select the Recipe from the drop-down. The mode appears next to the Recipe name in the grey bar. 

If your Recipe shows "Mode: Preview," click the Review button and change the mode to Update, then click Next, and on the When tab, click Save.

Note that Recipe-level modes override template-level modes—so a template saved in Preview mode added to a Recipe set to Update mode will make changes in the CRM.

Check the Automate Setting 

Click the Review button and click through to the When tab.

Under Automate, make sure the Salesforce Flow Integration option is selected.

Go to Operations > Activity Tracker, and look for your Recipe for the specific date and time. You can enter the Recipe's Run ID in the search to show only the templates included in a given run.

Look at the template that was supposed to make the change you're investigating. Is there a positive number in the Succeeded column?

If not, this means there were no records that matched your criteria. 

To determine the issue, click the Run ID to download the report and review the information. What information populated the fields? Does it say "Failed" in the Result column? If yes, review the Message to determine the issue.

If you haven't figured out what's going on, copy the record identifier for a problem row. On Salesforce contacts and leads, the Full Name is the record identifier; for accounts, it's Account Name. 

Continue investigating in step #2.

To validate that Insycle has the data needed to meet the template rules, look at it in Grid Edit.

Select one problem record to focus on. This will make it easier to see what's happening.

Select the record ID field and enter the record identifier copied from the CSV in step #1. Add all the fields you want to explore to the Layout. 

Review the data in the Record Viewer and verify that the expected values are there. Confirm that the data matches what is in Salesforce.

If the values are there, go ahead to step #3.

If the values aren't there and/or they don't match Salesforce, this could mean the data hasn’t synced to Insycle yet. This usually takes 5 minutes or less, but in rare cases, it can take up to an hour.

To force the sync, in Insycle, navigate to Settings > Accounts, and next to the account name, click the Sync changes from last day button (lightning bolt icon).

When you return to Grid Edit, click Search again. You should now see the expected values.

Now that you've validated that the data is there, you can move on to the next step.

Now that you're sure the data is in Insycle, go to the module from your Recipe and select the template that should have run in your Salesforce flow. Add a filter for just that record identifier, using the same record as in step #2. 

Run the template in Update mode and look at the record in Salesforce. Verify that the template did what it was supposed to.

In the Insycle template, click a record link in the Record Viewer so it opens in Salesforce. 

In Salesforce, make the change to the record that should trigger the flow and Save.

Wait 5 minutes, then refresh the record and review the changes.

You can verify that the Recipe ran from Insycle. Go to Operations > Activity Tracker and look for your Recipe for the specific date and time. If the Recipe ran successfully, the Updated column should show a "1" by each template and the total templates run by the Recipe. 

Click the Run ID to download the CSV report and see the changes.

If a Recipe relies upon specific values to execute, for example, to assign leads based on region, the address information must be populated when the record is saved and the Flow is triggered.

To allow the Recipe to run only when all required values have been populated:

• Select the trigger A record is created or updated 
• Add a condition that ensures the property required for the Recipe to run successfully exists. In the example below, to ensure that leads can be assigned based on region, we've added the condition: State/Province is not empty
• Use the When to Run option: Only when a record is updated to meet the condition requirements

If you cannot pinpoint what is causing the problem with your operation, the Insycle support team can help. Please have the following items ready when reaching out:

• The record identifier for the sample you've been working with
• List all the fields that are affected by the template
• In Salesforce, take screenshots of the property history for each field value. It's key to include the URL bar in the images

Once you have your information together, contact support via the live chat button at the bottom of every page. We're here to assist you during the following hours:

• 9 AM - 6 PM GMT+1 (London)
• 9 AM - 6 PM EST (New York)
• 9 AM - 6 PM PST (Los Angeles)

If when you try to save your Flow, you get the following error message:

For a path that runs asynchronously, configure the flow to run only when a record is updated to meet the condition requirements or select the Is Changed operator in a condition.

This indicates you need to add an entry condition. Salesforce prevents you from saving a Flow with a very broad trigger. For example, if you use the "A record is updated" trigger without any further criteria, the Flow would run every time any part of a record is updated. 

Edit the Start step to include Condition Requirements so the Flow is more targeted to only run on records that meet specific update criteria.

If when you try to save your Flow, you get the following error message:

Error occurred while trying to fetch recipes from Insycle.
Check whether your user is assigned 'Insycle User' Permission Set in Salesforce, and whether Salesforce Flow Integration was activated in Insycle.

This suggests there are two possible causes to look into:

1. The user has not been assigned to the "Insycle Permission Set."
2. The Salesforce Flow integration has not been activated in Insycle.

To troubleshoot:

1) Verify that the user has the necessary permission set.

In Salesforce, go to Setup > Users > Permission Sets > select the Insycle Permission Set > Manage Assignments, and make sure the user is listed there.

If the user is not listed, follow the steps to Assign the Insycle Permission Set.

2) Verify that the Salesforce Flow integration has been activated in Insycle

An Insycle user with the Owner role must enable the integration.

In Insycle, the owner should go to Settings > Accounts, and under the Actions column for the Salesforce account, make sure the Salesforce Flow Integration button (plug icon) is blue, indicating it is enabled.

If it is not blue, the Owner just needs to click the button to enable it.

If you've made an update to a record in Salesforce that should have triggered a Flow to run, but you get the following error:

We can't save this record because the XX process failed. Give your Salesforce admin these details. An Apex error occurred: System.CalloutException: You have uncommitted work pending. Please commit or rollback before calling out Error ID: XX pending. Please commit or rollback before calling out Error ID XX.

This indicates the Insycle element is not running in the “Asynchronous” path.

To resolve, edit the Flow, and in the Configure Start pane, check the Include a Run Asynchronously path... checkbox at the bottom.

On the Flow diagram, click the plus + under the Run Asynchronously path.

In the Add Element field, type "Insycle" and select "Insycle - Run Recipe."

In the Insycle - Run Recipe pane, customize the Label, and select the Object type that matches the Flow.

Select the Insycle Recipe to run.

Is there a way I can see what Insycle operation made a change to an object?

When working with Salesforce, for every Insycle operation that updates or creates a record, the Run ID will be updated in the custom field, Insycle Run ID. 

You can use this to look up an operation in Insycle's Activity Tracker or get more help from the Insycle support team.

Note: To see the history in Salesforce records, the field history tracking must be enabled for each object type you use with Insycle. 

When using an Insycle Recipe that includes templates for more than one object type, such as leads and contacts, the same Run ID will appear in both Salesforce records.

If the Insycle Run ID doesn't already exist in your Salesforce database, add it as a custom field with the label "Insycle Run ID" to each object type as needed. 

This field label is the only requirement for the integration to work properly. It's not dependent on the internal name or underlying API field name.

In Salesforce, simply remove the Recipe action from the Flow and re-publish it.

Flow automations are intended for real-time events, such as someone filling out a form or other live data coming in. They should be used to make small changes to a limited number of records at one time.

To make large batch changes and bulk operations more efficiently, work directly from Insycle. Run your templates from the module, run a recipe, or set up automation to run templates automatically. 

In Salesforce, change a record so the flow will trigger and Save. 

Wait 5 minutes, then refresh the record and review the changes.

You can verify that the Recipe ran from Insycle Operations > Activity Tracker. Find the Recipe and click the Run ID for a template to download the CSV report and see the changes.