Hi RayGan
Welcome to the GoTo Community. I've not heard of this issue previously.
Is it the same users consistently not receiving call logs, or sometimes they do and sometimes they don't? If the same users are not receiving call logs keep in mind that Call logs are only created when there is a contact match between GoTo Connect and Salesforce, as outlined in this article.
If you are still having issues let me know, we can investigate further. Support is also available here.
Hi KateG
Thank you so much for your input. Yes, the same user is not consistently getting the call log record created in Salesforce. The user is a sales rep, the first touch with the contact is calling the number from the lead by "Click to Call" function, the contact record might not in GoTo at that point. I have seen "Not Match Found" or "Multiple Matches Found" in the call history inside the GoTo app in Salesforce. So if it's "Not match found", the call log should not create, then we need the workflow enable the contact synced in GoTo Admin portal based on the article, so this issue can solve, am I understand correctly?
Thanks again,
Raymond
@RatGan
Thanks for reviewing the article. Correct, if you see "no match found" then call logs would not appear. Has your admin verified that the sales rep is in the GoTo Connect Contacts as well as Salesforce?
I just disconnected with the GoTo remote support team, after tier 1 and senior support reviewing the issue, now it goes to the development team. I check our GoTo environment, we don't have the integration option, it seems require a license for that.
I see there are two ways for the integration, GoTo->SF, or SF ->GoTo. I think what you mention is the former, it requires a Salesforce user setup in GoTo, then it will push the call log when the contact is found. The latter is where the issue I am facing now, we have a GoTo app install in Salesforce (SF), the user logs in and makes the calls. Once the call ends, make the call log as a completed task automatically.
Now, I guess this issue might cause by the network delay. It is requesting the call log through the GoTo API when the call ends. If it fails, then it's done. This maybe something can approval that it happens randomly. I will post here when I get any updates. Thanks again for your information.
