Call Tasks and Dispositions Are Not Linking to Salesforce After Creating a Validation Rule

Overview

Calls and disposition results are not linking or being logged to your CRM (e.g. Salesforce ) after you have created a custom validation rule on the Task page for users to update certain fields as mandatory. The following error is displayed in task sync results:

"code":"bad_request","status":400\\\"Please Update Required Fields to Change the Status\\\",\\\"errorCode\\\":\\\"FIELD_CUSTOM_VALIDATION_EXCEPTION\\\"

Solution

This issue may happen when the values of the mandatory fields for call tasks or dispositions in Playbooks are blank or they do not match the required values configured in the validation rule in your CRM.

For example, if you (or your Admin) have created a validation rule based on the Call Disposition results, you would need to create a new Call Disposition set in Playbooks with the same values that are used in your validation rule and mark the same fields as required. If you were using different data in your validation rule, make the necessary changes in Playbooks for the call tasks data fields to match the requirements of the validation rule in your CRM. Alternatively, you can adjust the validation rules in your CRM to match the fields/ values for call records created by Playbooks in your CRM.

Admins or managers can create a new Call Disposition set by following the steps below:

1. Access the Playbooks Manager App.
2. Click Settings.
3. Under the Calls menu, select Call Dispositions.
4. Click on the yellow plus button to add a new call disposition set.
5. Set a name for the Disposition set.
6. Select OUTBOUND or INBOUND.
   Note: You may need to create a separate set for Inbound and Outbound calls.
7. Click ADD FIELD to select fields from the Activity object from the CRM to display.
   Note: The supported CRM field types are:
   • Single-select picklists
   • Multi-select picklists
   • Text fields
   • Checkbox
   • Standard “Comments” field
   • Date and number fields
     Additionally, each field can be marked as required, restricting reps from moving on to the next task till they address the field. 
8. Click the vertical ellipses to the right of each field to reorganize, move, or edit it.
9. Click SAVE.

Make sure to assign the new call disposition set to the team(s) for which the validation rule was created and calls are not being synced.

Testing

You may need to wait for some time, as tasks are being synced every 12 hours, and then check if calls were properly synced to your CRM. 

Note: If you want the call tasks that were completed using an old disposition set to be synced to your CRM as well, you need to temporarily disable your validation rule.