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Integration or metadata errors

Objects or fields missing

Unable to activate flows

Flows not triggering

Flows not behaving as expected

Messages not being received

How and when to contact Support

Integration or metadata errors

If you encounter any metadata or integration errors within your Pendula tenant, we recommend firstly, to perform a hard refresh of your browser.

This will clear your browser’s cache for the app and force it to load the most recent version of a page.

It is also possible the app has timed out, in which case refreshing will prompt you to login again and take you back to the screen you were last on.

Performing a hard refresh

• Google Chrome Windows: hold down Ctrl and then press F5 on your keyboard Mac: hold down Cmd and Shift and then press R on your keyboard

• Firefox Windows: hold down Ctrl and then press F5 on your keyboard Mac: hold down Cmd and Shift and then press R on your keyboard

• Safari (Mac) Hold down Opt + Cmd + E


• Internet Explorer/Microsoft Edge (Windows) Hold down Ctrl and then press F5 on your keyboard

If the error message persists, it means there may be an OAuth issue with Pendula's integration to your data source. See How to connect Pendula to your Salesforce environment for more information.

Objects or fields missing

If objects or fields are missing within Pendula while configuring a related object, template or flow it means Pendula may not have the permissions or visibility required to view these within your data source.

Check the user which Pendula has been connected to has the relevant licences, permission sets and user roles required to access these objects and fields.

If you have just added a new object or field or made changes to how these are accessed, Pendula will need to be refreshed to reflect these changes within the app.

Unable to activate flows

Check all required details on the flow setup and flow builder screens have been entered.

If a node hasn't been correctly configured (if it has not had a template or content assigned to it for example), it will be highlighted in red.

Flows not triggering

Check the experiences of the relevant flow to confirm there is not an active or complete experience for the record which should have triggered or been included in the flow.

This will help determine whether it is your trigger conditions and flow criteria which is not being met, or whether it is due to how the flow path has been configured once a record enters the flow.

If the flow is scheduled flow, check:

• your timezone and send date/time settings

• whether the flow has been set as a once-off or on a recurring basis (including an end time)

• does the recipient preview return the correct number of matching records? If not, then your criteria may not be referencing the correct fields or values

If the flow is an event flow, check:

• whether your flow is triggering when a record is created and/or a record is edited

• any and ANY of these fields are edited or and this criteria is true conditions are correct

• any additional criteria in the Who are you sending it to? is being met

Flows not behaving as expected

Check the experiences of the relevant flow to see whether there is a specific point in the flow which is not behaving as expected. If it is occurring on node, check the node is configured correctly.

If your related object has been updated since the flow has been activated, you'll need to save and reactivate the flow for those changes to take place.

Similarly, if any fields or objects have changed within your data source, this may also affect any flows which are active.

After saving and reactivating, check if there are any validation or error messages.

Reply nodes

Confirm inbound responses are matching with your defined keywords or phrases.

Are your inbound responses unique to this flow, or used across other conversations? This will cause the recipient to potentially match more than one flow, and subsequently trigger the actions of both.

Criteria nodes

Check the rules and defined success/failed paths following this node. Confirm whether 'recheck data' box is ticked, as data may have changed by the time a recipient reaches this node.

Field update nodes

Check the field and value is correctly configured, and being updated within your data source. There may be validation rules or other processes which are preventing this update from taking place.

Time delay and point in time nodes

Confirm the length of time the flow is delaying for, as it may still be waiting before proceeding to the next node in the flow.

Messages not being received

Firstly, check the latest flow experience under the Experiences tab.

If there are no nodes under the experience path of the relevant record, then it's likely the message never sent, and the issue is in the flow set up.

Confirm your related object is looking to the correct recipient fields, and that the record which has triggered the flow has these values eg. is there a valid mobile phone number in the MobilePhone field?

If there are nodes within the experience, check whether the experience has reached an outbound SMS node. If it hasn't, then it is likely the issue is related to another node within your flow.

Lastly, check any templates and confirm any merge fields are correctly formatted.

If using any dynamic formatting, check the merge fields which are referenced in these aren't blank on the record which has triggered the flow (as this will prevent the template from rendering).

How and when to contact Support

If you are unable to troubleshoot any issues, or have an urgent request you can contact the Pendula Support team directly at https://www.pendula.com/support/.

When logging a ticket, please provide as much detail as possible to help the team assist you.