--- title: "ROLLER Connect for Salesforce FAQs (beta)" slug: "roller-connect-for-salesforce-faqs" description: "Explore answers to frequently asked questions about ROLLER Connect for Salesforce: sync guest data, manage bookings, and streamline event sales with our comprehensive integration guide." updated: 2026-08-31T00:10:36Z published: 2026-08-31T00:10:36Z canonical: "mysupport.roller.software/roller-connect-for-salesforce-faqs" --- > ## Documentation Index > Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt > Use this file to discover all available pages before exploring further. # ROLLER Connect for Salesforce FAQs (beta) Answers to the questions that come up across ROLLER Connect for Salesforce, from what the integration does through to what to check when a sync fails. Each answer links to the guide section that covers it in full. For how the integration works and how to use it, see [Get started with ROLLER Connect for Salesforce](/v1/docs/get-started-with-roller-connect-for-salesforce), [Sync ROLLER guest and booking data to Salesforce](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce) and [Manage group event sales in Salesforce](/v1/docs/manage-group-event-sales-in-salesforce). > [!NOTE] > **Release stage:** Beta. To learn more, contact your customer success manager or the [support team](/v1/docs/contact-roller-support). ## General What the integration is, who it's for and which system owns your data. **What is ROLLER Connect for Salesforce?** A native integration between ROLLER and Salesforce. It syncs guest and booking data into Salesforce for CRM and marketing, and lets you run group event sales from pipeline through to confirmed booking without switching platforms. To learn more, see [Get started with ROLLER Connect for Salesforce](/v1/docs/get-started-with-roller-connect-for-salesforce). **What are the modules, and do I need both?** Two: **ROLLER Connect – CRM** and **ROLLER Connect – Groups & Events**. Enable one or both. CRM covers guest data, reporting and lifecycle marketing. Groups & Events runs the events sales pipeline. To learn more, see [How it works](/v1/docs/get-started-with-roller-connect-for-salesforce#how-it-works). **Who can get it?** It's rolling out to selected beta customers, and is available to existing customers on request. If you’re interested in joining the beta, talk to your customer success manager or the [support team](/v1/docs/contact-roller-support). To learn more, see [Who it's for](/v1/docs/get-started-with-roller-connect-for-salesforce#who-its-for1). **Which system is the source of truth?** ROLLER owns guest and booking data and it flows one way into Salesforce. Synced records are locked in Salesforce to prevent conflicts. For group events, the Opportunity is where you make changes. To learn more, see [How it works](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#how-it-works). ## Setup, licensing and data What your Salesforce administrator needs before go-live, and what happens to your data afterwards. **Do I need my own Salesforce org?** Yes. The package installs into your organization's existing Salesforce environment. The ROLLER Training & Implementations team connects and configures your org. To learn more, see [Support scope](/v1/docs/get-started-with-roller-connect-for-salesforce#support-scope). **What Salesforce licenses do we need?** Sales Cloud licenses are required to use the Groups & Events tool. To check what your team needs, contact your customer success manager or the [support team](/v1/docs/contact-roller-support). **Can we test before going live?** Yes. Your Salesforce sandbox is synced with your ROLLER Playground environment, so your team can work through bookings end to end before touching live data. **What happens to our data if we uninstall the package?** Your data is unaffected. It's saved to a permanent database. **How do we handle a GDPR erasure request?** Delete the data manually from both ROLLER and Salesforce. An erasure in one system doesn't cascade to the other. For the steps on the ROLLER side, see [How do I delete a guest's data?](/v1/docs/delete-guest-data). For ROLLER's role as your data processor and responsibilities, see [How ROLLER handles guest data under GDPR and other privacy laws](/v1/docs/how-roller-handles-guest-data-under-gdpr). ## ROLLER Connect – CRM How guest and booking data lands in Salesforce, and what you'll see when something changes in ROLLER. **What data syncs to Salesforce?** **Guests** become **accounts** and **contacts**, **bookings** become **orders** with full transaction detail, plus products, venues and payments. To learn more, see [What syncs to Salesforce](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#what-syncs-to-salesforce). **How fast is the sync?** Near real-time, using webhooks, so your Salesforce records stay current as bookings happen. To learn more, see [How it works](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#how-it-works). **How are accounts organized?** By company name where a company is attached to the guest record in ROLLER. Where there's no company, by postcode — all contacts in the same postcode group under a single account. To learn more, see [How accounts are organised](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#how-accounts-are-organised). **What if a guest books with two different email addresses?** ROLLER can match them by name within their postcode account, so you get a single view of that guest across visits and venues. To learn more, see [How accounts are organised](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#how-accounts-are-organised). **How do orders get created?** Three ways: a standard ROLLER transaction through the online checkout, Venue Manager or POS; a group event Opportunity reaching **Closed Won**; or a guest buying a product with **Online Purchase Creates Opportunity** enabled. To learn more, see [How orders are created](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#how-orders-are-created). **Is the Opportunity linked to its Order?** Yes. There's an Opportunity field on the Order that links directly back to it. For the three ways an Order gets created, see [How orders are created](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#how-orders-are-created). **Can I add custom fields to Opportunities and Orders?** Yes, you can add any fields you need on either object. Where you're migrating from another system to ROLLER, we recommend mirroring your current Bookings and Booking Products setup onto Orders and Order Products, so your reports and automations carry across. **What happens in Salesforce when a booking is cancelled?** The **ROLLER Status** field on the Order changes to **Cancelled**. The Order stays in Salesforce rather than being removed. **What happens in Salesforce when a booking is refunded?** A new transaction for the refunded amount is added to the Order in Salesforce. **Do all my products sync?** All products sync when the venue is first connected. After that, order line items are matched to existing products and anything unmatched is added automatically. To learn more, see [Sync products to Salesforce](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#sync-products-to-salesforce). **Why aren't my products showing when I try to add them to an Opportunity?** Products aren't added to your Salesforce Price Book automatically. Add them manually, or in bulk using the product sync tool in Salesforce. To learn more, see [Sync products to Salesforce](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#sync-products-to-salesforce). **Why can't I edit a synced record in Salesforce?** Synced records are locked to prevent conflicts. Make the change in ROLLER and it'll flow through. To learn more, see [How it works](/v1/docs/sync-roller-guest-and-booking-data-to-salesforce#how-it-works). ## ROLLER Connect – Groups & Events Running an event from Opportunity through to confirmed booking, Banquet Event Order (BEO) and payment. **How does a group event work, end to end?** Create an Opportunity, block resources on the Reservations Calendar, add products directly or through a quote, mark it **Closed Won**, then collect payment. **Closed Won** confirms the booking in ROLLER, generates the BEO and builds the inventory order list. To learn more, see [Create a booking](/v1/docs/manage-group-event-sales-in-salesforce#create-a-booking). **What do the calendar colors mean?** Orange is a provisional hold. Blue is a confirmed booking. To learn more, see [How it works](/v1/docs/manage-group-event-sales-in-salesforce#how-it-works). **Can I change the venue on an Opportunity?** No. Once the first resource block is saved, the ROLLER Venue is locked. Changing it manually breaks the booking, so create a new Opportunity instead. Confirm the venue before you place your first block. To learn more, see [Keep in mind](/v1/docs/manage-group-event-sales-in-salesforce#keep-in-mind). **Which fields shouldn't I fill in manually?** **Amount**, **ROLLER Discount Amount**, **ROLLER Tax Amount** and **ROLLER Total (inc. Tax)**. All four auto-populate. To learn more, see [Keep in mind](/v1/docs/manage-group-event-sales-in-salesforce#keep-in-mind). **What are the three blocking tools?** **Pointer** for a single asset, **Paint** to drag a time range on one resource, and **Rectangle** to drag across multiple assets and time slots at once. To learn more, see [Block resources on the Reservations Calendar](/v1/docs/manage-group-event-sales-in-salesforce#block-resources-on-the-reservations-calendar). **I selected All day but not all hours were reserved. Why?** Only the hours visible on the calendar are reserved. Where you take bookings outside normal operating hours, configure the calendar to show them first. To learn more, see [Block resources on the Reservations Calendar](/v1/docs/manage-group-event-sales-in-salesforce#block-resources-on-the-reservations-calendar). **My Opportunity looks out of date after I add resources.** Refresh the page after adding or editing resource blocks to see the update. To learn more, see [Keep in mind](/v1/docs/manage-group-event-sales-in-salesforce#keep-in-mind). **What is the Event Participants line item?** A placeholder generated automatically when you save the first resource block. It blocks the event space and carries no monetary value, so you still need to add the products the customer is buying. To learn more, see [Add products to the event](/v1/docs/manage-group-event-sales-in-salesforce#add-products-to-the-event). **I changed the block dates but the line item date hasn't changed.** That's expected. Event Start Date and Event End Date on the Opportunity update, but the date on the Opportunity Line Item doesn't. To learn more, see [Block resources on the Reservations Calendar](/v1/docs/manage-group-event-sales-in-salesforce#block-resources-on-the-reservations-calendar). **When do holds release?** On expiry, or when the Opportunity moves to **Closed Lost**. At **Closed Won**, all holds convert to confirmed bookings. To learn more, see [Block resources on the Reservations Calendar](/v1/docs/manage-group-event-sales-in-salesforce#block-resources-on-the-reservations-calendar). **Can I see the booking in ROLLER before it's confirmed?** Yes, from the first saved block. Use the **ROLLER** button on the booking modal or the **Resources** tab. You can change quantities and add items in ROLLER, but you can't change the booking date there. To learn more, see [Review the booking in ROLLER](/v1/docs/manage-group-event-sales-in-salesforce#review-the-booking-in-roller). **Should I add products to the Opportunity or create a quote?** **Add Products** is fastest for simple bookings. Use a quote where the customer needs a formal quote document before committing. To learn more, see [Add products to the event](/v1/docs/manage-group-event-sales-in-salesforce#add-products-to-the-event). **How does the BEO know which section a product belongs in?** The **ROLLER Product Category** on the product. Resource blocks and Groups & Events products go to Event Details, and everything else goes to its matching section. To learn more, see [Manage Banquet Event Orders (BEOs)](/v1/docs/manage-group-event-sales-in-salesforce#manage-banquet-event-orders-beos). **Can I print a week's BEOs at once?** Yes. Open the **App Launcher**, search for **Print BEOs**, then select the date range and venue, select the rows you want and print. To learn more, see [Manage Banquet Event Orders (BEOs)](/v1/docs/manage-group-event-sales-in-salesforce#manage-banquet-event-orders-beos). **What payment methods are supported?** Credit Card, Cash, Cheque, Bank Transfer and Other. Payments can be full or partial, and the status syncs back to ROLLER. To learn more, see [Collect payment](/v1/docs/manage-group-event-sales-in-salesforce#collect-payment). **Why doesn't the payment amount match the total?** The amount shown is before card fees. Once the payment goes through, the fees populate the **Fees** field and **ROLLER Total (inc. Tax)** updates. To learn more, see [Collect payment](/v1/docs/manage-group-event-sales-in-salesforce#collect-payment). **Why can't I edit the Order after Closed Won?** Orders are read-only by design, so booking data stays clean. To change a confirmed event, edit the Opportunity rather than the Order. To learn more, see [Close the deal](/v1/docs/manage-group-event-sales-in-salesforce#close-the-deal). **Why is the standalone Reservations Calendar read-only?** It's a cross-venue reference view. Create and edit bookings from the calendar on an Opportunity. To learn more, see [Calendar settings](/v1/docs/manage-group-event-sales-in-salesforce#calendar-settings). **My resource block failed to save. What happened?** The calendar releases the reservation it created, usually because ROLLER rejected the request when the resource was no longer available. Check the error message at the top of the calendar, then try again with a different resource or time slot. To learn more, see [Block resources on the Reservations Calendar](/v1/docs/manage-group-event-sales-in-salesforce#block-resources-on-the-reservations-calendar). **Can I change the calendar layout?** Yes, per venue, from the settings icon (gear) in the calendar header. Set time slot granularity, visible start and end times, asset class order and visibility, and horizontal or vertical layout. Select **Make Default View for Site** to keep it, or the settings reset when the panel closes. To learn more, see [Configure calendar settings](/v1/docs/manage-group-event-sales-in-salesforce#configure-calendar-settings). ## Support scope What the ROLLER support team can help with, and what belongs with Salesforce. **What can ROLLER support help with?** Anything integration-related: data not syncing, connection errors, or unexpected behavior in the integration. To learn more, see [Support scope](/v1/docs/get-started-with-roller-connect-for-salesforce#support-scope). **What's out of scope?** Salesforce itself — configuration, user permissions, page layouts and custom fields. Go to your Salesforce administrator or Salesforce support. Where you're not sure which side the problem sits on, contact the [support team](/v1/docs/contact-roller-support) and they'll help identify it. To learn more, see [Support scope](/v1/docs/get-started-with-roller-connect-for-salesforce#support-scope). ## Related - [Manage group event sales in Salesforce (beta)](/manage-group-event-sales-in-salesforce.md) - [Get started with ROLLER Connect for Salesforce (beta)](/get-started-with-roller-connect-for-salesforce.md) - [Sync ROLLER guest and booking data to Salesforce (beta)](/sync-roller-guest-and-booking-data-to-salesforce.md)