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How to resolve the issue with call logging in Salesforce

  • Updated

Ringover's Salesforce integration allows you to automatically synchronise all your business communications with your customer records for optimal activity tracking. However, you might find that calls from certain users on your Ringover team are not being logged in your Salesforce records. In this article, you will learn how to diagnose and resolve this permission issue by enabling API access in Salesforce to quickly restore the logging of all your calls.

 

1. Understand the origin of the synchronisation issue

When one or more of your Ringover team members make calls that don't appear in the Salesforce activity history, while the integration works correctly for the rest of the team, the cause is almost always the same: the affected user's account lacks access permissions in Salesforce. More specifically, their Salesforce profile does not allow the use of third-party integration services via the API.

 

2. Enable API access for the user's profile in Salesforce

To allow Ringover to communicate with Salesforce and log call histories for each team member, you must enable API authorisation on their respective Salesforce profile:

  1. Log in to your Salesforce account with administrator rights.
  2. Access the administration section by clicking the gear icon in the top right corner, then select Setup.
  3. In the Quick Find box on the left, type Profiles and select this menu.
  4. Locate the profile assigned to the user experiencing the issue and click Edit next to their name.
  5. Scroll down the page to the Administrative Permissions section.
  6. Locate the API Enabled option and check the corresponding box to turn it on.
  7. Click the Save button at the bottom of the page to confirm the changes.
User-added image

 

3. Check your Salesforce organisation edition

Access to Salesforce APIs also depends on the licence type and the edition of your organisation. If the "API Enabled" box is not available or if the issue persists across all profiles, you should check your edition level:

  1. Go back to Setup in your Salesforce environment.
  2. In the Quick Find box on the left, type Company Information.
  3. Click on Company Information in the search results.
  4. Look for the field named Organization Edition to identify your Salesforce version (e.g., Enterprise Edition, Professional Edition, etc.).
User-added image
⚠️ Important : API access is included by default in certain Salesforce editions (like Enterprise or Unlimited) but may require a paid add-on or only be available under specific conditions for other, more limited editions.
💡 Tip: Once the "API Enabled" box is checked for the user in Salesforce, ask them to log out and then log back into their Ringover app and their Salesforce session. This will force a refresh of the connection tokens and immediately activate the automatic logging of their future calls.

 

🎉 You now know how to configure user profiles and validate your API access in Salesforce to ensure smooth and continuous synchronisation of all your Ringover call logs!