If chat or messaging cases from Salesforce stop appearing in your Assembled queue, this usually means the sync connection was interrupted rather than that chat volume dropped. This article covers how to check your sync status, what typically causes an interruption, and how to get it resolved.
Important: The longer a sync task stays off, the more historical data needs to be recovered afterward. If you notice one missing, contact support as soon as you can rather than waiting to see if it resolves on its own.
How do I check if my Salesforce sync is working?
Go to your Third-Party Integrations page and review the list of checked sync items next to Salesforce, such as Cases, Agent states, Live chat, and Messaging. If an item you expect to see is unchecked or missing from the list entirely, that data type is not syncing into Assembled, even if the activity is still happening in Salesforce.
Why would messaging cases stop appearing even though nothing changed on my end?
Certain events, such as Salesforce re-authorizing after a temporary outage or connection issue, can interrupt individual sync tasks without affecting the others. Cases, agent states, and live chat might reconnect automatically while a single task, like Messaging, does not resume on its own. This can happen with no visible warning on the Salesforce side, so the first sign is often just missing volume in your queue.
Keep in mind: A sync interruption can affect a single task while everything else keeps working normally, so the rest of your Assembled data can look fine even when one data type is out of sync.
What should I gather before contacting support?
Sending the following up front helps a support engineer confirm what happened without a back-and-forth:
- Two or three example case IDs from Salesforce for cases you expected to see in Assembled but don't
- The date range those examples fall in
- When you first noticed the gap, or whether it's been ongoing
Support can look up each case ID to confirm whether it reached Assembled and, if so, which queue it mapped to.
What happens after I report it?
Support re-enables the affected sync task and starts a backfill for the missed date range. Backfilling brings historical records back in, but it can take some time depending on volume, so it's normal for older items to appear before the most recent ones catch up. If data stops flowing again partway through a backfill, let support know right away.
How do I confirm everything is caught up?
Check the Third-Party Integrations page to confirm the affected item is checked again, then check your queue for the date range that was missing. If anything still looks off, reach back out with the specific interval so support can pick up where it left off.
Questions? Contact support@assembled.com and we'll be glad to help.
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