Support

Installation troubleshooting

If the installation fails, please check first that your Salesforce organization allows outbound emails, which may not be the case for sandboxes. Indeed, our package is designed to send an email to our technical support team with the necessary error details (that we won't have access to otherwise) to help you.

To configure email deliverability settings:

1. Go to Setup.
2. Enter Deliverability in the Quick Find box, and click on it.
3. If editable, set the access level to All email.
4. Click Save.

If you have properly configured the email deliverability settings, but you still receive an email from Salesforce mentioning specifically this error message: "The post install script failed.", it means that there is still an issue preventing the email delivery (for instance, an exception could be thrown from a trigger implemented on EmailMessage objects). In this case, please open a support Case to Salesforce as recommended in the email. Salesforce support team will ask you to grant them access to your organization in order to provide you with the installation logs containing the error.

If the upgrade fails, please make sure that the Remote site settings are correctly configured.

Organization Connection Failure in Alcmeon

The error message "User is not admin-approved to access this app" from Salesforce indicates that the user attempting to connect the organization in Alcmeon lacks the necessary permissions for the Alcmeon Connected App. To resolve this issue, ensure the user’s profile is assigned the appropriate permissions to access the Alcmeon Connected App.

The Alcmeon Conversation widget is not displayed

Please make sure to check the following conditions are met:

• the widget is properly configured as described in the Conversation Widget setup page.
• the widget is displayed either in the alcmeon__Conversation__c or Case Record Page.
• the alcmeon__Case_c field of the the alcmeon__Conversation__c custom object is correctly filled with the Id of the Case when you create a new Case.
• if the widget used to be displayed and an admin-user-account-inactive error is now returned, you probably deactivated the related Alcméon user that has been created automatically by the widget initially. In this case, simply re-activate your user in Alcméon: go to the Settings, choose the Users menu, then click on the impacted user and activate the Active switch from the Overview section:

The conversations are no longer synchronized

You may have changed the credentials for the Alcméon integration user. In this case, re-authorizing the organization in Alcméon will do the trick:

1. In Alcméon, go to the parameters menu and click on Salesforce organizations.
2. Click on the RE-AUTHORIZE button of the Salesforce organization and make sure to use the Alcméon integration user to authenticate.

How to grant access login to Alcméon support?

If Alcméon support requires the ability to login as an end-user, you can grant us access login (provided that the Alcméon for Salesforce package has already been installed on your organization):

1. Click on the logged in user's avatar in the top right-hand side of the screen and choose Settings.
2. Click on Grant Account Login Access. 
3. Use the Access Duration picklist to set the number of days to allow Login Access.
4. Click Save.

Working with our custom object

Can the field alcmeon__Messages__c be used to process the content of a conversation?

The short answer is no.

Indeed, this field is for human only in order to provide context. Since the format may change without further notice, we highly recommend to NOT parse or use this field for another purpose.

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Twitter content

In addition, Twitter forbids Alcméon to transfer user names nor message contents and attachments to another party even if that party is its client. Therefore, no Twitter content will be synchronized in this field.

If you need to display the content of the conversation, you should use the Conversation Widget instead. Otherwise, you can use the data exports available in Alcméon. For any other reason, you may want to check the Custom Object Reference guide for a specific field to base your logic on. And if you can't find the information you're looking for, do not hesitate to contact our great support team!

Can a conversation be linked to multiple Case objects?

No, there should be a 1-1 relationship between alcmeon__Conversation__c and Case objects. The alcmeon__Case__c field of analcmeon__Conversation__c object should contain the Id of this Case.

Can I modify the custom field alcmeon__scoped_id__c of an alcmeon__Conversation__cobject?

No, doing so would break the synchronization of conversations done by the Alcméon for Salesforce package.

Can I modify the custom field alcmeon__scoped_id__c of a Contact (or PersonAccount) object?

No, doing so would break the built-in user matching mechanism of the Alcméon for Salesforce package.

Can I create manually alcmeon__Conversation__c custom objects?

This is not supported as the conversations won't exist in Alcméon.

Why alcmeon__Conversation__cobjects are created with a closed status?

When a social media user contacts a brand for the first time since the account has been connected to Alcméon, the connector tries as much as possible to fetch messages sent in the conversation before the social media account was connected to Alcméon.

In this case, the Alcméon For Salesforce connector may create several alcmeon_Conversation__c objects in Salesforce. However only the last alcmeon__Conversation__c object has as status set to Openedwhile the previous ones have a Closedstate.

A similar mechanism occurs when a user is matched.

How much storage is needed for the package custom objects?

In Salesforce, the estimated storage for a custom object records is 2 KB.

General questions

Why is it required to allow the Salesforce organization to invoke alcmeon.com?

There are three use cases for invoking Alcméon:

• The main reason is to keep the conversations synchronized between Alcméon and Salesforce: anytime a alcmeon__Conversation__c object is updated (directly or indirectly) in Salesforce, the changes are transmitted to Alcméon if valid.
• The Alcméon for Salesforce package contains a post-install script that notifies Alcméon upon installation or upgrades of the package for monitoring purpose (as described in the Package upgrade section).
• The third reason is the possibility to activate remote logging (of the package debug logs only) for troubleshooting if requested.

What is the AlcmeonCallouts Apex job?

This future job is responsible for notifying Alcméon for the use cases mentioned above.

What happen when salesforce API call fails ?

Well it depends of the error. There are 2 classes of errors:

• transient: these errors are common and are raised only once. The second time Alcmeon tries the same request, it works. The cause may be external to both Alcmeon and Salesforce and can for example be a temporary network issue.
• continuous: an error is continuous if an API call fails twice in a row. Experience showed that these errors won't resolve unless there is a change in a Salesforce

Alcmeon notifies only the second type: the continuous errors. So when the same request fails twice in a raw then we send an email notifying the error to the Alcmeon environment administrators. This email is sent once every 24H until the issue is fixed. Once the issue is fixed then a resolution email is sent to the same audience.