Troubleshooting ACT Issues

Overview

This article covers common troubleshooting steps for ACT@BTS, including missing actions in Salesforce, email delivery issues, incorrect reminder text, and who to contact for support.

Actions Not Showing in Salesforce

Possible Causes:

• Missing or incorrect ACT code in participant email
• Email sent from personal address (e.g., Hotmail, Yahoo)
• Email sent before session end date

Fix:

• Use Move unmatched actions to specific project in Salesforce
• Search by participant email domain
• Manually reassign and reformat actions as needed

Reminders Not Sending

Possible Causes:

• Follow-Up Status not set to 1
• Missing or incorrect participant email
• Missing First Name on Contact record

Fix:

• Confirm ERP Follow-Up Status = 1
• Ensure First Name exists under Contact > Edit
• Ensure Email Opt-Out is ticked (this is correct for GDPR)

Participant Didn't Receive Any Emails

Checklist:

• Check if email came from a work address (not Hotmail, Yahoo)
• Ensure participant was included in original email upload (if predefined)
• Double-check email address in Salesforce for typos

Fix:

• Resend action manually
• Reassign action to correct project in Salesforce
• Contact local ACT regional lead if still unresolved

Reminder Email Text is Wrong

Cause: Wrong email template used or customization missing

Fix:

• Check ERP fields for Custom Email Text
• Confirm consultant submitted correct template content for customized projects

Who to Contact

• Email: support@bts.com

Regional Contacts:

• Europe: Tom Brunner
• Global: Ross Crooke, Tina Nguyen