This article covers the most common issues users run into with the TimelinesAI ↔ Salesforce integration and how to fix them.
For setup steps and a feature overview, see the main Salesforce integration guide.
Before you dig into specific fixes, a quick reminder:
Workflow Builder is included in your TimelinesAI plan at no extra cost and comes with a more generous transaction allowance than a standalone Zapier plan. You can always top up with additional credits if you need them. Zapier and Make are perfectly valid alternatives, but they require separate paid subscriptions.
Connection not completing:
If the OAuth flow fails or hangs when you try to connect to Salesforce, check the following:
Your Salesforce user has the required OAuth scopes. An admin may need to approve the TimelinesAI connected app in your Salesforce org.
Your Salesforce org does not have IP restrictions that block the TimelinesAI callback. If it does, whitelist our IP ranges or temporarily relax the restriction during setup.
You are signed in to the correct Salesforce environment (production vs. sandbox).
If you still cannot complete the connection, remove the broken integration from the Integrations page in TimelinesAI 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 on the Integrations page.
Make sure the correct WhatsApp account is selected for syncing. If you have multiple WhatsApp numbers, only the ones you explicitly enable will sync.
Check that the contact's phone number is stored in E.164 format (for example, +14155550123).
Numbers without a country prefix or with local formatting will not match.
New WhatsApp chats don't create Salesforce contacts automatically:
This is by design. The native integration syncs messages to existing Salesforce contacts but does not create new contact records from unknown phone numbers.
If you want brand-new chats to automatically create Salesforce contacts, set up a flow in Salesforce Integration in Workflow Builder.
Workflow Builder gives you full control over when and how records are created, and it's included in your TimelinesAI plan.
Phone-number matching is missing some contacts:
Contact matching relies on phone numbers being stored in E.164 format. If some contacts aren't linking up:
Normalize phone numbers in Salesforce to E.164 (country code + number, no spaces or dashes).
Remember that Salesforce contacts can have multiple phone fields (Phone, Mobile, Other Phone). The integration checks the standard fields; ensure the WhatsApp number is stored on one of them.
If none of the above resolves the issue, reach out to our support team.