Troubleshooting when routing with Salesforce lookup

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:

I'm seeing duplicate events on my calendar

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.

Troubleshooting steps
  1. In Salesforce, select Contact from the Object Manager tab. 
  2. Select Fields & Relationships in the sidebar menu.
  3. Select the specific field that is currently missing from the routing form drop-down menu in Calendly. (e.g. Email)
  4. Select Set Field-Level Security.

    Salesforce set field level security.png

  5. Scroll down to System Administrator.
  6. Make sure the profile associated with your connected Salesforce account has access/permissions to the field in question by checking the Visible check box.
  7. Select Save.

    CleanShot_2023-05-25_at_15.35.08.gif

  8. In Calendly, open your routing form.
  9. Refresh the page.

If the field doesn't show:

  1. Go to the Salesforce integration page in Calendly.
  2. Disconnect and reconnect Salesforce.
  3. Go back to your Calendly routing form.
  4. The field should now appear in the drop-down menu.

Need Support? We've got you covered!

Every paid subscription includes Calendly Standard Support. However, only owners and authorized admins from your company can make certain account requests. Log in to Calendly and navigate to the Help section where you can: