Salesforce connector stopped syncing
Ticketclosed
Harrowden Foods: documents · Salesforce connector stopped syncing
Gemma Holt reported the Salesforce connector stopped syncing after a new custom field (retailer_tier) was added. Bethan Lister identified that the field was not mapped in the connector and updated the configuration.
What happened
What this says
Current to 11 Oct 26Gemma Holt reported the Salesforce connector stopped syncing after a new custom field (retailer_tier) was added. Bethan Lister identified that the field was not mapped in the connector and updated the configuration.
Problem: Connector sync failure after customer added a custom field to Salesforce. Account managers reported stale customer information in the brain. Handling: BB-Demo narrowed the issue to field mapping; Bethan updated the configuration to recognise the new field and re-ran the sync. Watch: Common integration issue where new source fields break connectors when not mapped. The customer's change cascaded to BB-Demo. Time to resolution was 7 days.
Details
Updated 9 Oct 26Trail
created · Gemma Holt 8 Sep 2026 14:56Hi, we've just noticed our Salesforce connector hasn't synced any new data since Tuesday. Our account managers are reporting that customer information in the brain isn't up to date. We made some changes to our Salesforce setup earlier this week, added a new custom field, but nothing that should have broken the sync. Can you check what's happening?- public_reply · Bethan Lister 8 Sep 2026 21:18Thanks for getting in touch, Gemma. I've picked this up. Just so I've got this right: the Salesforce connector stopped syncing after you added a custom field on Tuesday. A few quick questions: what is the name of the custom field, and did you change any permissions or field visibility settings when you added it? That often causes syncs to stall.
- public_reply · Gemma Holt 9 Sep 2026 11:25The field is called 'retailer_tier' and we made it visible to all users. We didn't change any API permissions though. Our IT team says the Salesforce API should still be working fine on their end. Should I have them check our API user's permissions on the brain side?
- public_reply · Bethan Lister 10 Sep 2026 16:57Thanks for that detail. The issue is likely that the new field isn't mapped in our Salesforce connector configuration. Our system tries to index every field by default, and if a field is new but not recognized in our mapping, it can cause the sync to fail. Let me update the field mapping on your account and re-run the sync. You should see fresh data within the next few minutes.
- status_change · 19 Sep 2026 23:59