Automatic time zone detection fails for phone call tasks

Overview

Automatic time zone detection does not work. Many or all of your phone call tasks don't include the time zone. You cannot sort your tasks by timezone because of this.

Solution

This issue happens when Playbooks cannot detect the country code for a record's phone number.

Make sure that Salesforce phone number is in E.164 format (so that it has a country code) and/or that calling territories are set (so that Playbooks can assume a country code).

It is considered best practice to add country codes to all of your phone numbers in Salesforce CRM so that when they sync to Playbooks, no guesswork has to be done. Playbooks requires phone numbers to be in E.164 format and will manipulate numbers on the CRM page to meet that format if needed.

To ensure your phone numbers are in E.164, follow the rules below:

• Must start with a “+”
• Maximum of 15 digits, excluding the country code prefix
• Does not include an exit code

If many of your leads are in the same country or territory, then you can select a calling territory for Playbooks to automatically try with all phone numbers it encounters. The Calling Territory setting prioritizes which country format the phone numbers will take when changed by Playbooks.

1. Click the menu button (Playbooks Logo).
2. Select Settings.
3. Click Phone.
4. Navigate to Select Calling Territory By Countries section and click Edit.
5. Add and order the countries as desired.
6. Click SAVE.

For time zone detection to take effect, edit a lead in Playbooks and save it. To mass-process several leads, unenroll all of them and enroll them again. The time zone should now show up properly on the record and on phone call tasks.

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Legacy JIRA: [SL-1938}

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