Overview
You are making calls from SF and once you disposition a call in Playbooks, the following message comes up in Salesforce:
The record you were editing was modified by Integration User during your edit session
Information
This issue happens to Salesforce users when there's a collision in updating fields in Salesforce -simultaneous attempts to upgrade the same field would cause this error, so if you have other 3rd party applications integrated with Salesforce, it might be causing this issue.
There are various workarounds that can help overcome this error:
- Make sure to place and end the call before converting the record.
- You can try to wrap up the call disposition within 10 mins or after making the call. Incremental saves can also help reduce this issue. Agents can double-click on the fields to make small changes at a time and save each time they make changes. If a collision error occurs, refresh the page and update the failed field.
- You could remove the affected field from the layout (for example, we previously overcame this error by removing the 'last call time' field).
That being said, kindly note that since this Salesforce collision error is not isolated to Playbooks, it is difficult to actually resolve it.
Additional links:
Priyanka Bhotika
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