Salesforce Workflow is triggering but Qualtrics Email is NOT going out - how to troubleshoot?

BBSulBBSul BostonCommunity Member Qubie ✭

Salesforce Workflow is triggering but Qualtrics Email is NOT going out - how to troubleshoot?

I have a Salesforce workflow set up (on Contact) to trigger an outbound message to a Qualtrics Survey. The workflow is triggering (validated through debug), and the survey link in the outbound message is correct (verified). But after the workflow triggers, nothing happens (survey does not go out, I don't get the Qualtrics debug email). Any ideas on what I should troubleshoot?

I have already verified sandbox deliverability (set to all email). The Contact record has a valid email. Email is not in span folder. Qualtrics has no indications that it even got the message.

Best Answer

  • JenCXJenCX Broomfield, CO Wizard ✭✭✭✭✭
    Accepted Answer

    I always prefer to call Support instead of emailing them, because I get a faster response. My last suggestion is to check your API token in case it's been updated (which could happen if others have access to your account), especially if you're not seeing anything even come in on the Q side. Other than that, you may be stuck with contacting support.


  • JenCXJenCX Broomfield, COCommunity Member Wizard ✭✭✭✭✭
    edited June 2019

    We had a few issues with our SPF record being enabled on our side, so I'd recommend checking that with your IT group. Also, are you adding a contact to your directory as well? If so, you can easily see at what point the process is failing. Either way, you can check the Actions tab. Click on any of the links to see detailed errors that you can use to debug on the Qualtrics side:

  • BBSulBBSul BostonCommunity Member Qubie ✭

    Thank you - it's definitely helpful to see that I can go to the Actions tab to see errors. However, this does not help my problem (when I go to the Actions tab, I see nothing from my recent tests). Things were successful until yesterday - now it looks like no connection is being made at all between Salesforce and Qualtrics (even though Salesforce is definitely still sending the message). I've reset my account login to makes sure it's still pointing to UAT, and still no connection. It falls into a black hole after Salesforce sends out the outbound message, and I'm not sure where to troubleshoot. (I opened a Qualtrics ticket yesterday, but they are slooooow to respond)

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