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Before debugging, have this ready:
  • Admin access to both your Salesforce org and your OpenCX dashboard.
  • A specific session ID (from Inbox) or Salesforce Case ID where the problem shows.
  • The webhook URL shown in Settings → Integrations → Salesforce (for email issues).
Check connection status in Settings → Integrations → Salesforce as your first step. Most issues are credential or configuration related.

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Email Cases

Jump to the symptom that matches what you’re seeing.

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”OAuth credentials won’t save”

: Connected App still activating, or credentials copied incorrectly. Fix: wait 2–10 minutes after creating the Connected App, then retry. Re-copy the Consumer Key and Consumer Secret without leading or trailing spaces. Confirm the Login URL is https://login.salesforce.com (production) or https://test.salesforce.com (sandbox).

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”Connect to Salesforce fails”

: callback URL mismatch or popup blocked. Fix: in Salesforce, open the Connected App and confirm the callback URL is exactly: 
https://api.open.cx/backend/salesforce-case-management/oauth/callback
Allow popups for platform.open.cx in your browser.

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”Handoff runs but no Case appears in Salesforce”

: Apex trigger not deployed or inactive, Named Credential misconfigured. Fix:
  1. In Salesforce Setup → Apex Triggers, confirm CaseTrigger is active.
  2. In Setup → Named Credentials, confirm OpenCX_Integration points to the webhook URL from OpenCX (re-copy if it looks stale).
  3. In Setup → Apex Classes, confirm OpenSalesforceCaseManagement is saved and active.

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”Rep replies don’t reach the contact”

: webhook not firing or Named Credential URL outdated. Fix: re-copy the webhook URL from Settings → Integrations → Salesforce and update the Named Credential. Confirm the Apex trigger fires on Case after insert.

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Live Messaging

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”MIAW settings won’t save”

: Instance URL format wrong or PEM encoding incomplete. Fix: include https:// in the Instance URL (e.g. https://yourcompany.my.salesforce.com). Ensure PEM keys include the -----BEGIN PUBLIC KEY----- and -----BEGIN PRIVATE KEY----- header and footer lines.

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”Handoff fails with access token error”

: key mismatch or wrong Auth Key ID. Fix: regenerate the RSA key pair, re-register the public key in your Salesforce Embedded Service Deployment’s Auth Key settings, copy the new Auth Key ID, and update all six fields in the MIAW tab in OpenCX.

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”Conversation created but no messages appear”

: ES Developer Name mismatch or Omni-Channel not set up. Fix: in Salesforce Setup → Embedded Service Deployments, copy the exact API Name (case-sensitive) and paste it into the ES Developer Name field in OpenCX. Confirm that Omni-Channel routing is configured for this deployment.

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”Routing attributes missing in Salesforce”

: Omni-Channel flow not reading the attributes. Fix: in Salesforce Setup → Omni-Channel Flows, verify your flow references the attribute names (OpencxSessionId, Chat_Consumer_Type, Origin, Priority, Chat_language). Attributes are only useful if your flow reads them.

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Still stuck?

If none of the above resolves the issue, open a support request with:
  • The session ID from Inbox.
  • The error message or unexpected behavior.
  • Screenshots of your Salesforce setup (Named Credential, Apex Trigger status, or MIAW Embedded Service Deployment).

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Limits & timing

Value
Connected App activation2–10 minutes after creation
Handoff retries3 attempts with increasing delays
Transcript lengthUp to 4,000 characters per handoff message
Private key displayRedacted after first save — re-enter to change

Salesforce overview

Capabilities, supported channels, observability.

Email Cases

Re-verify OAuth, webhook, and Apex setup.

Live Messaging

Re-verify JWT credentials and routing attributes.

Handoff settings

Global handoff rules and office hours.