Account Engagement Form Handlers Troubleshooting

The External Field Name entered in the Account Engagement form handler must match the name= attribute of the <input> tag in the HTML of your original form. The field mappings are case-sensitive.

<label for=”first”>First Name</label>

<input name=“first” type=”text” id=“first” /><br />

All fields marked as required in Account Engagement must be included in the submission. Submissions without all required fields will generate an error. Customize your form handler's error message for each field to see exactly which fields are generating errors. You can customize the error messages by following these steps:

1. Edit your form handler.
2. Click the pencil icon next to each field mapping.
3. Click the Advanced tab.
4. Edit the Error Message text.
5. Click Save changes.
6. Repeat for each form field.
7. When finished, click Save form handler.

The data submitted must match the selected field type. For example, submitting a phone number that includes characters like hyphens and parentheses to a form handler would result in an error if the field is mapped to a field with the number field type. Customize your form handler's error message for each field to see exactly which fields are generating errors. You can customize the error messages by following these steps:

1. Edit your form handler.
2. Click the pencil icon next to each field mapping.
3. Click the Advanced tab.
4. Edit the Error Message text.
5. Click Save changes.
6. Repeat for each form field.
7. When finished, click Save form handler.

Special characters in submitted field values – like $, &amp;, %, (), + – should be URL-encoded if the form is submitting data to the form handler by appending field names & values to the form handler's endpoint URL (as with the Hidden iframe method). Characters should not be encoded if the form handler is submitting data to the form handler normally (via form POST).

Account Engagement Form Handlers can only be integrated with forms using an empty enctype attribute or an enctype of application/x-www-form-urlencoded. Account Engagement doesn't accept an enctype of multipart/form-data.

 

Account Engagement doesn't support submitting data to form handlers via Ajax requests. When attempting to submit data to a form handler using Ajax, you will likely see errors like:

XMLHttpRequest cannot load {www.site.com/FormHandlerURL}. No 'Access-Control-Allow-Origin' header is present on the requested resource. Origin '{page from which form handler should be getting submitted on client's website}' is therefore not allowed access.

This is what's known as CORS (Cross-Origin Resource Sharing). Account Engagement doesn't currently support CORS or JSONP for form handlers. It is possible to simulate a JSONP response by setting the Success and Error URLs for the form handler to be JavaScript URLs that execute Success and Error callbacks, respectively.

Depending on how the URL is loaded, there may not be a referring URL to forward the data to. In that case, you can set the success location for the form handler to an explicit URL. If you’re using the form in multiple locations and need the success/forwarding location to be set depending on where the form is being submitted, form handlers will also accept “success_location” and “error_location” as URL parameters, which will override any of the form handler’s stored success or error location settings. The parameters must be URL-encoded and valid URLs that match your primary tracker domain or go.pardot.com. Otherwise the form handler redirects to the referring page.

Account Engagement Form Handlers aren't able to receive data that is not submitted successfully. Double-check that your form or system is able to submit data, and is submitting to the correct form handler Endpoint URL.

Form handlers set to Kiosk Mode will prevent Account Engagement from setting a cookie on the visitor's browser, and their subsequent activity will not be tracked. Submitting to form handlers via server-side submissions will also prevent Account Engagement from placing a cookie on the user's browser and tracking their activity. To track visitors in either of those cases, please refer to this article on ways to associate the visitor record to the prospect record:
▸▸ https://help.salesforce.com/articleView?id=000318305&type=1&mode=1

Sometimes multiple form handler submissions from the same form handler are listed in one prospect's activities table and/or multiple form handler "Completion Actions Triggered" rows show up in the prospect audits even though that individual only submitted the external form once. 
 

This typically occurs when an external form's server is posting to the Account Engagement form handler endpoint URL multiple times. Since Account Engagement has no control over how many times a form submission is posted to the form handler, Account Engagement admins should work with the team that manages the external form and/or the external form's support team on this issue. The key to resolving this problem is identifying why the form is posting multiple times to the Account Engagement form handler endpoint URL.