This article covers the most common issues with the native TimelinesAI ↔ Salesforce integration and how to fix them. For setup steps and a full feature overview, see the main TimelinesAI and Salesforce Integration guide.
Tip: The Sync Audit Log on the Salesforce settings page is the fastest way to diagnose most sync issues — it shows every processed message with a status (Synced / Skipped / Failed / Degraded) and a reason. Check it first.
Connection won't complete
If authorization fails or hangs when you connect to Salesforce:
Make sure you're logged into the correct Salesforce org in the same browser before clicking Connect.
The connecting Salesforce user needs the “Modify All Data” permission and the ability to authorize connected apps.
If your Salesforce org restricts connected apps, an administrator may need to approve (or relax the restriction on) the TimelinesAI connected app before the connection can complete.
Confirm you're on a supported Salesforce edition — Enterprise, Unlimited, Performance, or Developer (Professional requires the API add-on; Group and Essentials are not supported).
If your Salesforce org enforces IP restrictions that block the authorization callback, relax them temporarily during setup or whitelist the connection.
If you still can't connect, disconnect from the Salesforce settings page, reload, and re-authorize from scratch.
WhatsApp messages aren't syncing to Salesforce
When messages stop appearing on Salesforce records:
Confirm the Salesforce connection is still active (the settings page shows the Connected state).
Confirm the WhatsApp account is still connected in the workspace — chats from all connected WhatsApp accounts sync, but a disconnected or inactive number produces nothing to sync.
Check the Sync Audit Log for the affected chat — it will show whether each message was Synced, Skipped, Failed, or Degraded, and why.
Confirm the relevant Target Object (Leads / Contacts / Opportunities) is enabled — messages only sync to object types you've turned on.
Make sure the contact's phone number is stored in international format (
+country code…, no spaces or symbols). If an exact match isn't found, TimelinesAI falls back to matching on the last 7 digits.
Unknown numbers aren't creating records
The integration auto-creates Leads only, and only when Auto-create Leads is turned on:
Turn on Auto-create Leads in the Salesforce settings (available when Leads is an enabled Target Object).
Contacts and Opportunities are match-only — they are never created automatically. An unknown number with no match will create a Lead (if the toggle is on) or be Skipped and logged in the Sync Audit Log (if it's off).
Phone-number matching is missing some contacts
Matching relies on phone numbers stored in international format:
Normalize Salesforce phone numbers to international format (country code + number, no spaces or dashes). TimelinesAI first tries an exact match, then falls back to the last 7 digits.
Make sure the WhatsApp number is stored on a standard phone field — the match checks the record's Phone and Mobile fields. A number stored only in a custom or non-standard field may not be found.
Attachments aren't appearing in Salesforce
Sync Attachments is off by default to protect your Salesforce storage. Turn it on in the Salesforce settings.
When it's off, the message's Task line includes a link back to the media in TimelinesAI instead of uploading the file.
Group chats aren't syncing
Turn on Sync Group Chats in the Salesforce settings.
This toggle requires the “Customize Application” permission on the connecting Salesforce user. If that permission is missing, the toggle is disabled with an explanation — reconnect with a System Administrator account to enable it.
The connection dropped on its own
If sync stops and the connection shows as disconnected:
This usually happens when the authorizing Salesforce user was deactivated or the OAuth token expired. The workspace owner receives an email explaining what to fix.
Resolve the cause in Salesforce (reactivate the user / re-authorize), then reconnect from the Salesforce settings page. Previously synced data is preserved.
If none of the above resolves the issue, reach out to our support team — and include a Sync Audit Log export if the problem is sync-related, it speeds up diagnosis.