Troubleshoot Your CRM Integration with CXone Agent Integrated

When you integrate your CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. with CXone Agent Integrated, the two applications share contact and interaction data. Data from CRM records appears in CXone Agent Integrated, and data from CXone Agent Integrated appears in CRM records. You can use CXone Agent Integrated to search, retrieve, create, and edit CRM records.

If you experience issues with this integration, such as a Studio script timeout, try the troubleshooting steps on this page.

Refresh Authentication

  1. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. On the Configurations page, click Actions icon: three vertical dots. for the CRM integration that's experiencing the issue.
  3. Click Authentication Refresh.
  4. In the Authentication pop-up window, select one of the authenticated accounts listed, then click Next.
  5. Click Finish.

Re-authenticate your CRM

This keeps your active workflows and data mappings.

  1. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. On the Configurations page, click Actions icon: three vertical dots. for the CRM integration that's experiencing the issue.
  3. Click Authentication Refresh.
  4. In the Authentication pop-up window, click Options icon: three horizontal dots. next to the drop-down. You may need to increase the width of the pop-up window to see Options icon: three horizontal dots..
  5. Click Update.
  6. Edit the CRM authentication. Select your CRM and follow the steps to authenticate.
  7. If a pop-up appears, log in to your CRM.
  8. Click Next if it appears.
  9. Click Finish.

Add a New CRM Account

This deletes your active workflows and data mappings.

  1. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. On the Configurations page, click Actions icon: three vertical dots. for the CRM integration that's experiencing the issue.
  3. Click Authentication Refresh.
  4. In the Authentication pop-up window, scroll to the end of the drop-down and click Add a new account.
  5. Enter Your authentication name.
  6. Fill in the other required fields, depending on your CRM:
  7. Click Create.
  8. A success message appears. Click Finish.