Objective
This article is a walkthrough to understand why Invoca data is not mapping to a field on Lead/Account/Contact/Opportunity/Case.
Applies To
Salesforce Sales Cloud
Procedure
- Request a custom Invoca Call Log ID in Salesforce where the Invoca mapping is not functioning correctly.
- Verify in Invoca whether a value is being captured for the corresponding Salesforce field. Take note of the captured value.
- Verify in Invoca whether data is being sent upon call start or at the end of the call. Take note of the selected option.
- In Salesforce, review the custom Invoca Call Log ID to confirm whether Invoca successfully passed the captured value to the Salesforce field.
- If the Invoca Call Log contains a value, check your Invoca Admin settings to ensure the field is configured to map to a field on the Lead.
- If the Invoca Salesforce field name was not selected, the field on the Lead will be blank as expected.
- If the Invoca Salesforce field name was selected and the integration is sending data upon call start, please note that certain Invoca fields available when the call ends, such as duration, will not automatically map to the field on the Lead. Therefore, it is expected that these fields will be blank on the Lead.
Additional Information
- Keep in mind that the friendly name for marketing data will not match the friendly name in the Invoca interface, instead, you will need to reference the screenshot below for the correct mapping name.
- Data mapping of Invoca fields to Salesforce fields is not supported for the reverse look-up/match-back process. Invoca fields will only map to Salesforce fields when Invoca Call Logs match to Salesforce objects that exist first (as of v5.5.4).
