Intercom’s Salesforce app lets you easily understand and manage your API usage with an enforced limit that you define. 👌
Understand your usage
In the Salesforce app’s settings, under “Manage Salesforce API usage” you’ll see this simple indicator which shows you:
Your total Salesforce API limit over a 24 hour period (15,000 in this example).
How much of that limit has been used by the current Intercom workspace (2,918 in this example).
How much has been used by other integrations or Intercom workspaces connected to your Salesforce organization (3,072 in this example).
This chart is updated every time you load the app settings.
Set a limit for Intercom
Here you can also define the maximum number of calls this Intercom workspace can make to the Salesforce API in 24 hours:
What happens when you reach the limit?
There are 3 situations. Starting from 0% consumed, all app activity will run as normal.
Once your Intercom workspace and associated apps consume 40% of the defined limit, any manual bulk sync activity will pause until the consumed capacity next lowers beneath 40% of the limit (typically in the next 24hr period).
When you reach 80% of your defined limit, you’ll see the following warning in the Salesforce app settings: “This workspace will soon hit its limit of Salesforce API calls. This will pause your data sync with Salesforce. Increase the limit in the settings below to avoid this”. Event-based sync activity will pause once you reach 80% of your defined limit, prioritising support team workflows in the Intercom Inbox for the remaining 20% available.
Once you reach the limit, you’ll see this warning: “This workspace has hit its limit of Salesforce API calls. Your data sync with Salesforce is paused and the integration won’t work as expected. Increase the limit in the settings below to avoid this.”
In all cases, we recommend you increase the limit assigned to Intercom.
Certain parts of the app’s functionality are impacted differently by the limit:
App settings — This bypasses your defined Intercom API limit and will always be available to load and modify (within your total Salesforce API limit).
Inbox app — The Inbox app will continue to load updated information from Salesforce as long as you’re within the defined Intercom API limit.
Event-based sync — Background updates to your Salesforce and Intercom data (when there are changes or new records in either place) will be paused when you reach 60% of the defined Intercom API limit. This ensures the Inbox app will continue to load for as long as possible within the defined limit.
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