Salesforce connectivity issues

Update timeline

1. investigating Apr 02, 2026, 05:30 PM UTC

   We see some customers have connectivity issues with Salesforce CRM. In the app it will display "In Trouble" status when it is not connected. All CRM functionality, such as Contact/Account routing, email lookups, and rules logic may not work correctly while this is the status. If you see "In Trouble", or "Disconnected" status, please try reconnecting Salesforce from the appropriate integration user's Salesforce account, which should restore the connection. At this time, we are unsure if the In Trouble status is a result of the Salesforce Core Services outage they are experiencing, but this is something we are considering and are investigating.

2. identified Apr 02, 2026, 06:49 PM UTC

   We’ve identified several potential root causes and are beginning to roll back the impacted services. We’ll be closely monitoring the system to confirm that these changes produce the expected improvements. At this time, we are still seeing an increase in disconnected customers. We’re actively working to assess the full scope of impact and will communicate directly with affected customers as soon as we have clearer visibility. We’ll continue to share updates as we learn more.

3. monitoring Apr 02, 2026, 07:56 PM UTC

   A fix has been deployed, and we are not seeing any additional increase in disconnections. We will continue to monitor this to ensure the issue is resolved, and we may be able to retroactively repair the connection status rather than requiring anyone reconnect. However, if you see your Salesforce connection status currently set to "In Trouble" you can also have the integration user reconnect to Salesforce in the admin center and this too will resolve the problem immediately.

4. resolved Apr 02, 2026, 08:18 PM UTC

   We’ve implemented a retroactive update that ensures tokens remain valid for all tenants that were previously showing an "InTrouble" status. At this time, all tenants are now reflecting as properly connected, aside from any unrelated pre-existing issues (e.g., invalid permissions, invalid users, or previously disconnected accounts). Please note that CRM actions occurring between approximately 13:00 UTC and 20:00 UTC may have failed to create or update as expected. Our retry system is actively working to replay these events, and we expect the majority to be successfully recovered. We’ve identified the underlying root cause as a recent change to credential retrieval that was deployed earlier this morning. This issue was not detected by our internal monitoring systems, and we are incorporating this gap into our ongoing efforts as we finalize a complete fix. We will continue monitoring and provide further updates as needed.