Troubleshooting Common Issues with Salesforce Workforce Connect

Connection Issues

Symptom: Unable to connect to Soul Machines API

Solution:

• Verify API key is correct and active

• Check OAuth is configured]

Template Creation Issues

Symptom: Agent creation fails

Solution:

• Verify all required fields are completed

• If you created your agent in Workforce (soulmachines.com), ensure that you have added a User Source in the Purpose Tab.

• Check for duplicate Agent Identifier string

• Ensure proper permissions are assigned

• Review debug logs for specific error messages

Agentforce Integration Issues

Symptom: Agentforce not recognizing Soul Machines commands

Solution:

• Verify the "Create Soul Machines Call from Agent" topic is added to the Employee Agent

• Ensure the Employee Agent is activated

• Check that Agent exist and are properly configured

• Confirm user has appropriate Agentforce permissions

Webhook Reception Issues

Symptom: Conversation results not appearing

Solution:

• Verify callback URL configuration

• Verify OAuth Policy settings

• Review debug logs for webhook errors

Permission Issues

Symptom: Access denied or missing features

Solution:

• Verify permission sets are assigned

• Ensure users have access to required Salesforce objects