Overview

Users may encounter issues when importing records (e.g., accounts or leads) from a CRM integrated with Playbooks (Salesforce or MS Dynamics). They may face the following symptoms:

• The following error displayed in Playbooks:
  Records could not be imported due to an account error.
  Error getting prospect from CRM. ProspectId Not Found (404)
  This person was never added to Playbooks or their record has been removed.
  Error adding prospect to Playbooks. Please try again later (undefined).
  
• Playbooks gets stuck and fails to finish loading when using the Add To Playbooks button from the contact record
• Some information (e.g., name, email, phone number) is missing after records are imported into Playbooks.
• Unable to bulk import contacts from Salesforce CRM because the select all records checkbox is missing
  
• Adding new Records from Salesforce or Dynamics is not working properly
  

• Tasks loaded to a user are not populating in Playbooks, which means that records were not imported to Playbooks

• The Playbooks extension just spins when trying to import new contacts
• Playbooks returns an error saying that records are already imported, however they are not.

• Tasks are not imported by a robot

Flowchart

Instructions

Reconnecting the CRM

If you cannot import records into Playbooks, try disconnecting and reconnecting to Salesforce in Playbooks as described in the article Cannot Add Records From Salesforce.

Make Sure You Are Logged in to the Correct Salesforce Instance

If the above action does not help, log out from all Salesforce environments that you are using as well as from the Playbooks Extension and log back in to the correct SF instance (linked to your Playbooks account).

Clear Cache and Cookies

Clear cache & cookies and Site Data in Google Chrome.

Then, log in to the Salesforce account that is integrated with Playbooks and to the Playbooks extension.

Make Sure Record is Not a Converted Lead

When a lead is converted to a Contact or an Account, the lead record is archived and no longer searchable in SalesForce, unless your SF admin has assigned you the "View and Edit Converted Leads" permission. However, even if you are able to see it, you will not be able to import converted leads into Playbooks. As a solution, you should search for the converted Account or Contact records and add those records to Playbooks instead.

<supportagent>To confirm if a customer is trying to import a converted lead:

1. Identify the customer's POD using the Provision UI tool.
2. Access Graylog with the credentials found in PasswordState. Use the proper URL based on the POD information.
3. Search for the record ID (displayed in the error message) and 404.
   For example, for the following record id, search for "00Q68000001WNtGEAW AND 404"
   
4. Review the error message. If this message contains "Lead not found due to it being converted to a contact" inform the customer that the contact should be added instead. 

</supportagent>

Reinstall the Playbooks extension

If you still cannot import records, reinstall the Playbooks extension for Google Chrome:

1. Click on the Ellipsis button in Chrome and select More Tools > Extensions and remove the extension.
   
   
   
   
2. Install the Playbooks extension again and log in to your Playbooks account.
   Note: You may need to connect to your CRM again (from Settings > CRM).
   
   

Confirm Limit Has Not Been Reached

Playbooks can have a maximum of 8,000 records enrolled. When this limit has been reached, records will fail to upload. Usually, when this happens the error message "Record limit reached. Remove records in order to add new ones." is displayed. However, this is not always the case. Sometimes, the message "Error adding prospect to Playbooks. Please try again later (undefined)" will be displayed instead. Refer to Too Many Records Error When Importing Records to Playbooks for more information about fixing this issue. 

Change the Record’s Owner and try again

You need to be the record owner to avoid importing errors in Playbooks. Depending on the CRM you are using, please make sure you are the owner of the record.

• Dynamics: Assign a record to a user or team
• Salesforce: Change a Record’s Owner

Turn off the "Monitor Ownership Changes" option

If you are still getting the same behavior from Playbooks, make sure you Disable (if it's enabled) the Monitor Ownership Changes option as a manager, by completing the steps described in the Adding new Records from Dynamics is not working properly KB Article.

Check the Developers Tools

If the issue is still present, open Developer Tools on the Playbooks extension page and try importing records from Salesforce - then open the Network tab, select the prospects?importAssociated... record and check for error messages under the Headers tab to see if you can identify the root cause of the issue. If you are going to submit a support request, please generate and include HAR file that will help with the investigation.

<supportagent> Investigate the error you have found in Dev Tools and search in the knowledge base, historical tickets, and internet to see if you can find a solution. If you were able to identify that a user cannot import records due to a defect, elevate the issue to the Engineering team.
</supportagent>

Known errors:

• Unexpected end of 350N input, status code: 400 - means that the ID of the record you are trying to import doesn't exist in the Salesforce Account that is integrated with Playbooks. In other words, you need to be logged in to the correct Salesforce environment to be able to import records.
  
  
  
  

Check If the Robot Is Enabled

If you are importing records using a robot, make sure that it is Active.

Check if Allow Action to Repeat is Enabled

Open the robot that should import the required records and check if the 'Allow Action to Repeat' option is enabled.

Check If You Are Using Cross-Object Filter Without Selecting Primary Object

If you are using a cross-object field for filtering (e.g., campaign member or campaign name), you need to include a filter criteria based on the primary object (e.g. status of the lead, contact, or opportunity depending on the record type that you are using). For more information, refer to the article Robots Finds no Leads from a CampaignMember Object.

Check If Criteria Configured for the Robot Match the Record Properties

Open the records that should be enrolled by the robot and check that all of their properties match the criteria configured within the robot:

• Make sure that the team to which the owner of the records is assigned in Playbooks is selected in the robot Owned By criteria.
• Make sure that all custom field values of the records math the criteria of the robot (e.g., status, due date, segment, etc.).
  
  For more information, refer to step 3 of the article Records / Tasks Are Not Enrolled to Playbooks via Robot.

Try Recreating The Robot From Scratch

At times, a robot may get corrupted and simply recreating it with a similar configuration fixes the issue. Try creating a new robot with the desired criteria. For more information, refer to the articles Creating a Robot and Robots Overview.

Check Custom Record Types

If you face an issue that certain fields (such as phone, name, email) are not imported into Playbooks, check if you are importing custom record types from your CRM, which are not supported by Playbooks.

Import one of the default (supported) record types

You can either import one of the supported record types (Leads, Contacts, Accounts and Opportunities) or use Click-to-Call/ Click-to-Email features from your CRM. For more information, refer to the article Information For Custom Records Is Not Imported Into Playbooks.

Disable 3rd Party Extensions

If you are unable to bulk import contacts from Salesforce CRM because the select all records checkbox is missing. Follow the steps to disable and update 3rd party extensions in Chrome.

Update 3rd Party Extensions

Updating the 3rd party extensions to its last versions will also help to bulk import contacts from Salesforce CRM if you discover that the problem is related to these extensions.

Check If There is an Ongoing Outage

If none of the troubleshooting steps worked, there may be an ongoing outage:

• On the AWS side - please review the AWS Status page to see if there is an outage related to Amazon services, which are used by Playbooks.
• On the Playbooks servers - please check the Playbooks status page which contains information about planned maintenance and recent product incidents.

<supportagent> Check the Playbooks Outages chat, existing Jira tickets and tickets submitted by other customers. Also, you can try importing records in the Test environment to confirm that issue is affecting multiple customers, and if confirmed (and there is no existing Jira) report it as a SaaS Incident.

If this is not an outage (only 1 customer is affected), and the error found using developer tools cannot be resolved by you or customer, escalate the issue to the SaaS or ENG team depending if the error message matches a Customer Defect or SaaS Incident symptoms, make sure to include the following info:

• Generate and include an HAR (from the customer's environment)
• Developer Tools errors/warnings
• Is this happening to just 1 record or all of them, a number of records?
• Example records with its' CRM Information screenshot(s).
• Has there been an attempt(s) to reimport? Has the attempt(s) failed? Is there any consistency as to when this happens?

</supportagent>