Information For Custom Records (e.g. Responses) Is Not Imported Into Playbooks

Overview

You may encounter an issue that data for custom record types (e.g., Responses) is not loaded when you enroll records in Playbooks. For example:

• Only a phone number is imported, while a name and email is not registered.
• None of the contact names are shown. All the names have the "unknown" value in the name field.

Information

Such issues may happen as the custom record type that you are importing is incompatible with Playbooks and as a result, certain fields are not imported.

There are two possible solutions:

• This might be a result of an incorrectly configured first column in the imported report (e. g. you might be using "Response" object or some other values other than "Leads",). Confirm that report you are using to import leads has "Leads" column first and rerun the import to check the names.
• Add the missing data (e.g., email, name) to one of the default record types supported by Playbooks: Leads, Contacts, Accounts, Opportunities, and Tasks; and then import these records into Playbooks.

A workaround is also possible:

• Click on the email or phone number of the required record in your CRM to contact your prospect via Playbooks.
  
  Note: Make sure that the Click-to-Call and Click-to-Email features are enabled for your account.

There is a known issue for the customer Quest Software that data for Response record type cannot be imported into Playbooks (due to the nature of the custom object that appears to reassert that the Response object is incompatible with Playbooks).

<supportagent>

There is an unresolved legacy Jira ticket SL-4675.

</supportagent>