Troubleshooting

Troubleshooting: "Inactive Days" field

If the Inactive Days field is displaying the wrong information, check the following:

  • If you have a large amount of communication with the Contact or Account in question, it may take our system a little while to update the communications data. If you don't see a change in the Inactive Days field within a few days, please review the suggestions below.
  • There may be an issue with your connected Accounts. To check them, click at the top of the screen, select Settings, and then click Connected Accounts. If any account isn't working properly, a red exclamation point appears. Click it to view information about repairing the account.
  • The email recipient or sender on the Contact or Account List object (lead, opportunity, etc.) might not have properly merged Contact information.
  • An email address might have a mistake such as a misspelling or transposed letters. To check, enter the Contact's name in the search field in the upper-right corner of the screen, and click the correct listing to navigate to that person's Contact page. From there you can add, edit, or delete email addresses and other Contact information as necessary.
  • Double-check that the Inactive Days field has been added correctly. If you can edit the field, for instance, that means your field named Inactive Days is a custom text field and not the Intelligence Field populated by SalesforceIQ. Sometimes this happens when users export a List and re-import it after making changes, since Intelligence Fields can't be re-imported into SalesforceIQ. To fix the problem, simply delete the existing field and add a new Inactive Days option from our intelligence library. The new field automatically updates with the latest information.

If you are still having trouble, click Submit a Request and provide us with the Contact or Account name and the name of the List where you see the incorrect Inactive Days field.

Troubleshooting: Emails in Stream

If your emails aren't appearing the in the Stream, check the following:

  • Make sure you Share Your Event Activity set to Yes under Settings > Sharing.
  • One or more of your connected Accounts may be causing problems. To check this, click at the top of the screen. Select Settings, and then click Connected Accounts. A red exclamation point next to an Account name indicates a problem with that Account. Click the exclamation point for more details. If you see a red exclamation point and the word Reconnect, you need to reconnect that Account.
  • The email recipient or sender associated with that Contact or Account might not have properly merged Contact information. Search for the Contact name and look for a merge suggestion, or go to the Contact's profile page to merge or share any unshared Contact details.
  • Check the email address for misspellings or transposed letters by clicking next to the Contact name in the Grid or Stream to see the emails associated with that person. If the correct email addresses aren't there, you can add them by clicking More Details.
  • If you can't click on an email that you sent to see the content, it may mean that another user is on the email and has opted not to share the email. If this is the case, you may not be able to see the email communication, even though you are also on the email.
  • If you would like to see the email communication on a List, request access to it. The user gets a notification on the Suggested Tasks section on his or her Home screen, and can decide whether or not to share the specific email with you.
  • Make sure you have All Mail enabled in your IMAP settings in Gmail.In your Gmail Inbox, click in the upper-right corner of the screen, and then click Settings. At the top of the Settings screen, click Labels. To the right of All Mail, make sure the Show in IMAP box is checked.

Troubleshooting: "Account Property" field

If you create or update an Account property, the update appears in the Grid for a given List object (opportunity, lead, etc.) only if the object belongs to the same Account that is associated with the Account property. The Account name for the List object and the Account property Account name must match exactly.

Likewise, to copy information from a Grid field into an Account Property field, the List object must belong to the same Account that is associated with the Account property. If the Account property was set up as single select or multi select, make sure that the field heading and the Account property you want use exactly the same terminology.