Troubleshooting when routing with Salesforce lookup
Updated Mar 20, 20262 min read
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This article contains common troubleshooting steps related to Calendly's routing with Salesforce (SFDC) lookup.
My route is being skipped
Here are some common reasons why a route may be skipped:
- There's no owner for the full email address or domain submitted in the form.
- There's an owner, but they're not a Calendly user.
- The user exists in Calendly but isn't assigned to the managed event type linked to the route.
- The user is assigned to the managed event type, but their Salesforce email doesn't match their Calendly email.
Other reasons include:
- YourSalesforce account hit its API limit. Learn more about Salesforce API limits.
- Salesforce timed out or returned an error during the routing process.
I'm seeing duplicate events on my calendar
- You may have multiple calendar connections in Salesforce.
- Tools like Einstein Activity Capture or Lightening Sync may be creating duplicates. Visit these Salesforce articles for more info:
- You may have multiple flows that create events.
I want to route by the Salesforce email field, but it’s not showing in the menu
If your field is missing from the dropdown, you may need to update your Salesforce field permissions.
- In Salesforce, select Contact from the Object Manager tab.
- Select Fields & Relationships in the sidebar menu.
- Select the specific field that is currently missing from the routing form drop-down menu in Calendly. (e.g. Email)
- Select Set Field-Level Security.
- Scroll down to System Administrator.
- Make sure the profile associated with your connected Salesforce account has access/permissions to the field in question by checking the Visible check box.
- Select Save.
- In Calendly, open your routing form.
- Refresh the page.
If the field doesn't show:
- Go to the Salesforce integration page in Calendly.
- Disconnect and reconnect Salesforce.
- Go back to your Calendly routing form.
- The field should now appear in the drop-down menu.
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