Unable to authenticate email accounts

Overview

You or your team are trying to authorize their email accounts with Playbooks, but are unable to do so. You and other users are getting the following error:

Please reattempt this oauth process. Initiation failed

Solution

Reconnect your access user. The Access User, also known as the Integration User or Service User, is a user connected with your CRM who performs administrative and product API requests. Setting up an Integration User with the correct permissions and field accessibility is important for best application usage.

Choosing your access user

The following flowchart should help you determine how to set up your access user with the correct permissions necessary for such a user. Note that the flowchart assumes you are using Salesforce CRM; if you are using Dynamics CRM, then follow the instructions in Creating Integration User for Dynamics CRM instead.

Note that the access user usually requires greater permissions than a basic end user or even most managers are granted. In those instances, it is necessary to utilize a different user with greater permissions. Some organizations already have an Integration User configured for other vendors (like Marketo) and may be able to use the same account. The Salesforce CRM account must be given an email address not assigned to any other Salesforce or Playbooks user. Some organizations will use an existing email address to a distribution group. Consider the following example for an Integration User:

First Name: Integration
Last Name: User
Email: operations@samplecompany.com

TIP: For best results, the Integration User account should be a distinct, non-user, service account. This ensures that the account doesn’t get deactivated if a user leaves the organization.

Note that this must be a fully provisioned Salesforce account, so it will use up one of your Salesforce licenses. You will need to set the following Salesforce permissions as well:

• API Enabled. The Integration User (and all Playbooks end users) need to have the API Enabled permission. To enable this permission, go to Setup > Manage Users > Profiles > (the assigned profile for the Integration User) > Admin Permissions > check the box for “API Enabled”.
• Password Never Expires. As advised above, if a non-user is specified as the Integration User then setting the password to never expire ensures there will never be interruption in service due to the Integration User’s password in Salesforce expiring. To implement this change go to Setup > Manage Users > Profiles > (the assigned profile for the Integration User) > Password Policies > set “User's password expires in” to Never Expires.

Testing

Ensure that your team members are now able to authorize their email accounts with Playbooks. To do so, follow the instructions in Agent Email Setup to connect your Playbooks and email accounts.