> ## Documentation Index > Fetch the complete documentation index at: https://docs.invoca.com/llms.txt > Use this file to discover all available pages before exploring further. # Salesforce Sales Cloud: FAQs and Troubleshooting > Answers to common questions about matching logic, conversion reporting, authentication, and troubleshooting for the Invoca for Salesforce Sales Cloud integration. **What authentication protocol does this integration use?** The Invoca Enterprise package uses the Apex REST API, following the OAuth 2.0 protocol to retrieve Salesforce access and refresh tokens. An Invoca API token is also passed and stored during authentication to support conversion reporting from Salesforce back to Invoca. **How does Invoca match the Call Log to records?** Matching runs when a Call Log is first created, and (in 5.7+) when a Phone-type field on a standard object is updated. On Call Log creation, Invoca uses SOSL (Salesforce Object Search Language) to compare all Phone-type fields against the Caller ID across the objects selected for matching, linking to the most recently modified match. Opportunities don't have Phone fields by default — if none exist, Invoca falls back to matching through the associated Account's most recently modified Opportunity. For the "reverse" match (matchback), when a standard object is created or its Phone field updated, Invoca searches Call Logs created within the Matchback Window and links unmatched ones to that record. **Can I build custom reports that include Call Log data?** Yes — from Reports, click New Report; report types linking standard objects and the Invoca Call Log (for example, "Accounts and Invoca Call Log") are available. **Can I manually assign a standard object record to a Call Log?** Yes — open the Call Log record, edit the Lookup field, choose the record, and save. **Does Invoca modify my standard object records?** As of version 5.5, only if you've chosen to map Invoca data to fields on matched records. Versions before 5.5 modified records more broadly (copying phone values, stripping characters). We recommend upgrading to 5.5+ regardless — versions below 5.2 use Salesforce APIs that were retired in the Salesforce Summer '25 release, so if you're still on one of those, upgrade immediately to avoid disruption. **What are the conditions to report a conversion back to Invoca?** The Lead Status or Opportunity Stage must be selected in Invoca Admin, and a Call Log must be matched to that record. As of 5.7+, this triggers on initial match rather than requiring a later status update. If multiple Call Logs are tied to one record, the Signal applies to the first call. The status/stage change must happen within 18 months of the original call, and the correct region (North America default, or EU) must be selected in Invoca Admin > Conversion Reporting settings. **Does conversion reporting support automated batch updates to Lead Status/Opportunity Stage?** As of 5.7, yes — the package moved from an Apex trigger using future methods to custom events, which accommodates batch processes. Keep in mind the Invoca Signal API allows 100 requests per 60 seconds; if your batch volume could exceed that, submit a support case to discuss options like increased rate limits or a different update cadence. **How do I check the IP source for authentication issues?** In Salesforce Setup, search "Login History" and look for the "Invoca Platform" application and "Remote Access 2.0" login type — the Source IP shown there is the request's origin. If your org restricts IP addresses, add Invoca's IPs to the allow-list (listed in the [pre-installation checklist](/s/article/salesforce-sales-cloud-preinstall-checklist)) for every user of the app, including the authenticating user. **How can I see which Salesforce user authenticated?** Check the "Created by" field on an Invoca Call Log record, or review Login History as described above. **Which permissions are required to install the integration?** Download/Install AppExchange Packages, Modify All Data, Customize Application, Manage Users, Edit HTML Templates, and Manage Letterheads — typically handled by a System Administrator, who can be a different user than the one who authenticates. See [permissions needed for Invoca Salesforce users](/s/article/permissions-invoca-salesforce-users) for the full breakdown. **Which Salesforce users should have access?** During install, you'll choose "Install for Admins Only," "Install for All Users," or "Install for Only Specific Users" — see Salesforce's own app install documentation for guidance. Users converting Leads or marking Opportunity Stages need access to the Invoca package classes and triggers that support conversion reporting. **How do I change the authenticated user?** Deactivate the integration from the Invoca connect app (Integrations > Manage Integrations > Salesforce Sales Cloud tile > "de-activate this integration"). While deactivated, no data flows to Salesforce. Log in to Salesforce with the new user's credentials, return to the Invoca platform, click the Salesforce tile, and click Next to proceed from step 1 — choose your environment and confirm the new authentication. **What happens if multiple records of the same object match?** The Call Log links to the one most recently modified. **Can the same Lead Status/Opportunity Stage be reported multiple times for one call?** No — only the first time it's marked. If a status is mistakenly set and then reverted, and the mistaken status had already reported a Signal, that Signal will still appear in Invoca reports (correct it manually if needed). **How often is Invoca data sent to Salesforce?** Data maps to standard object fields on initial match. In 5.6+, you can also trigger field mapping on every Call Log update — useful for fields only available post-call, like duration or the recording link. The Call Log can update multiple times: pre-call (if configured), post-call, once ad platform data is received, when Signals are met, and when corrections are made. **How do I update to the latest version?** Install the newest version from Invoca's AppExchange listing, following Salesforce's install steps. Take a screenshot of your Invoca Admin settings first, since you'll need to re-configure after upgrading. Check that the connect app's version setting reflects "3.x and higher" if it's been a while since your last update. **How do I check my currently installed version?** Go to Setup, search "Installed Packages," and find Invoca Enterprise — the version is shown in the Version Number column. **Why can't I see certain fields in the Invoca Admin field-mapping dropdowns?** The Invoca Admin console respects the adjusting user's overall Salesforce field visibility and requires both read and edit permissions. Only certain field types are mappable — all text-type fields are supported, and as of 5.7, picklist fields are too (multi-select picklists are not). **Do the Invoca custom tabs count toward my custom tab limit?** No — they're part of a managed package. **How do I edit the Invoca Call Log layout?** In Classic, open a Call Log record and click "Edit Layout." In Lightning, go to Setup > Object Manager > Invoca Call Log > Page Layout > Edit. Drag and drop fields to add, move, or remove them. **How do I link the Call Log from a Contact, Lead, or Opportunity record?** Edit the layout for that object, click "Related Lists," and drag the "Invoca Call Log" related list into place. **How do I grant Invoca temporary access for troubleshooting?** A Salesforce Admin can grant this: in Classic, via your name > My Settings > Personal > Grant Account Login Access; in Lightning, via your profile icon > Settings > Grant Account Login Access. Grant access to Invoca Support for a sufficient troubleshooting window. **Can Invoca match to or create custom objects?** No — the app is built around the standard Salesforce workflow (Leads, Contacts, Accounts, Opportunities, Cases). To tie a Call Log to a custom object, you'd need to build custom matching logic using Flows or Apex triggers. **Can the app create an Account/Contact/Person Account instead of a Lead?** No — it can only create a new Lead. **What's the maximum conversion reporting window?** 18 months from the original call start time. **What is the Task Invoca creates, and can it be disabled?** Invoca creates a Task for each tracked inbound call — usable in reports or custom triggers. As of 5.6, you can enable or disable Tasks per matched object. **Is the app compatible with Force.com licenses?** No — Force.com users can't access the Lead object the app depends on. **Is it compatible with Service Cloud?** Yes — Service Cloud supports the Lead, Contact/Person Account, and Opportunity objects the app uses. **Is it compatible with Person Accounts?** Yes — select the Account object for matching in Invoca Admin settings. **Is it compatible with Shield Encryption?** Yes, as long as you use deterministic encryption on any fields used for matching. Destroying your Salesforce encryption key will break matching logic; fields used in custom matching rules can't use probabilistic encryption. **Can I choose which Opportunity Stages report Revenue?** Yes, as of version 4.2 — you can select which of your reported Stages also include the mapped revenue value (for example, reporting all Stages but only including revenue at Closed/Won). See [how do I report revenue from Salesforce to Invoca?](/s/article/report-revenue-salesforce-to-invoca) **What editions or Clouds are supported?** Enterprise, Unlimited, and Developer editions. Other Salesforce Clouds (like Service Cloud or Financial Services Cloud) can be compatible depending on edition, as long as they support custom objects, web services APIs, and the Lead, Contact, Account, Opportunity, and Case objects. **How do I deactivate the integration?** In Invoca, go to the Salesforce Sales Cloud connect app, click Manage Settings, then "de-activate this integration" near the bottom. Then uninstall the package in Salesforce — consider selecting "Save a copy of this package's data for 48 hours after uninstall" to preserve your data. If you deactivate in Invoca but keep the app installed, also disable any Lead Statuses or Opportunity Stages configured to report to Invoca. **Is it risky to switch from Network-level to Profile-level integration?** No significant risk — it simply separates which data flows to each integration. **Is it risky to have 2 Profiles integrated to the same Salesforce org?** Yes — Invoca doesn't support sending data from multiple Profiles to the same Salesforce instance. If all the data is meant for one instance, integrate at the Network level instead. **How should I test changes alongside a new QA environment?** Complete a test call in both Profiles once set up — calling a static/promo number works well for this. **Does the package support e164 phone number formats?** Yes, as of v5.8+ — matching supports both local and e164 formats (including country codes). **Is the Salesforce Marketing Cloud integration still available?** No, it's been retired. See the [Salesforce Marketing Cloud sunset notice](/s/article/salesforce-marketing-cloud-sunset-notice) for what still works, or contact your Invoca CSM for guidance if you still need this functionality. ## Where to go next