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Most integration problems come down to one of four things: the connection expired, a permission was not granted, the import scope does not match what you expected, or a CRM rejected a write. Find the symptom below.

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”Please connect or configure your integration before dialing”

The dialer checks the integration before you start a session. This message means one of:
  • The connection is gone. The stored session was revoked or could not be refreshed. Go to Settings → Connections & API, open the platform, and connect again. Your mappings are kept.
  • Configuration is incomplete. Some platforms need a setting before the first call, for example a default call purpose in Outreach or a disposition mapping. Open the integration’s configuration and fill in what is highlighted.

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HubSpot says a permission is missing

Messages such as “HubSpot account is missing the Companies read permission” or “missing the Deals read permission” mean the portal did not grant one of the optional permissions when you connected. HubSpot grants optional permissions only if the portal has the feature and the connecting user can approve them. Fix: disconnect HubSpot, connect again, and approve the full list on HubSpot’s consent screen. If the permission still does not appear, ask a HubSpot super admin to connect, or check that your HubSpot subscription includes the object in question.

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The integration keeps asking me to reconnect

  • Outreach and HubSpot issue short-lived access tokens that Salesfinity refreshes with a refresh token. If the refresh is rejected, the platform revoked the token. Common causes are a password reset with session revocation, an admin removing the app, or the user being deactivated in the platform. Reconnect from the settings card.
  • Salesforce refreshes on every request. A reconnect prompt means the refresh token itself was revoked, usually by an admin action or an org policy that expires refresh tokens. Reconnect and, if it recurs, ask your Salesforce admin about the connected app’s refresh token policy.

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An import returned no contacts

Check the import scope first. Importing with no list selected pulls your due call tasks, not the whole CRM, and “due” is defined by the platform: Then check these:
  • Call task source. For HubSpot the tasks belong to the user chosen as call task source, not necessarily the person who connected. In a shared integration each member must be assigned one by the admin; until then their import is rejected.
  • Task filters. In Salesforce, a custom task process that does not use Status and Task Subtype needs the Task import fields mapped, or the default filter finds nothing.
  • Empty or unreadable list. A HubSpot list with no members, a Salesforce report that returns no rows, or an Outreach sequence with no prospects imports an empty list. Open it in the platform to confirm.
  • Field mapping. If contacts import but show blank names or phones, the field mapping points at the wrong properties. Fix the mapping and re-import.
  • Invalid numbers. Outreach imports drop phone numbers your Outreach org has flagged as invalid. A contact whose only number is flagged imports without a number.

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A call failed to sync

Open the call in call history. The sync state and, for failures, the reason are shown on the call log. The reason is the message the platform returned, prefixed with the HTTP status when there was one. A warning state means the call fanned out to several CRMs and one of them failed while the others succeeded. Only the failing CRM needs attention; retrying does not duplicate the call in the CRMs that already have it. See sync states.

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I cannot disconnect the integration

If the message says the integration is shared with the team, you are using a teammate’s shared connection. Only its owner can disconnect it. Ask them, or have a team admin turn off sharing.

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Calls are logged as the wrong user

Calls are attributed to the platform user who connected the integration. If a manager connected on a rep’s behalf, the manager’s user is the one Salesfinity acts as. Each rep should connect with their own account. In HubSpot, the call task source only changes whose tasks are imported; it does not change who calls are logged as.

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Everything looks right but the CRM is slow

HubSpot enforces a per-portal search limit shared across every app and user in the portal. Salesforce and Outreach have their own API limits. Salesfinity throttles its requests and backs off when a platform asks it to, so during a large import or a busy period you may see calls sit in the queued state for longer. They will sync; nothing is lost.

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Still stuck

Email [email protected] with the platform, the time the problem happened, and the sync reason from the call log if there is one. That is usually enough to find the request in Salesfinity’s logs.