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Find your symptom below and open it. Each answer says what is going on and what to click. Most problems come down to four things: the connection expired, a permission was not granted, the import asked for something different from what you expected, or the CRM rejected a write.

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Connections and permissions

The dialer checks your integration before a session starts. This message means one of two things:
  • The connection is gone. It was revoked or could not be refreshed. Go to Settings › Connections › Integrations, open the platform and connect again. Your mappings are kept.
  • A setting is missing. Some platforms need a setting before the first call, such as a default call purpose in Outreach or a disposition mapping. Open the integration’s settings and fill in what is highlighted.
Messages like “HubSpot account is missing the Companies read permission” or “missing the Deals read permission” mean HubSpot did not grant one of the optional permissions when you connected. HubSpot only grants them if your portal has the feature and the person connecting can approve them.Fix: disconnect HubSpot, connect again and approve the full list. If the permission still does not appear, ask a HubSpot super admin to connect, or check that your HubSpot subscription includes that object.
  • HubSpot and Outreach use short-lived tokens that Salesfinity refreshes for you. A reconnect prompt means the platform rejected the refresh. Common causes are a password reset that also ends sessions, an admin removing the app, or the user being deactivated. Reconnect from the card.
  • Salesforce refreshes on every request. A reconnect prompt means the refresh token was revoked, usually by an admin or an org policy. Reconnect, and if it keeps happening, ask your Salesforce admin about the connected app’s refresh token policy.
  • Gong needs the person who connected to keep technical admin rights in Gong. If they lose them, a Gong technical admin has to reconnect.
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, so ask them.
Calls are logged as the platform user who connected. If a manager connected for a rep, every call is logged as the manager. Each rep should connect with their own account.HubSpot works a little differently. The call task source decides both whose tasks are imported and the owner on every call. Set it to the rep’s own HubSpot user. In a shared HubSpot integration, the admin sets it per rep under Call task source per member.

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Imports

An import that finds nobody fails with No active call tasks found. Start with what you asked for. Importing with no list selected pulls your due tasks, not the whole CRM, and each platform defines “due” its own way:Then check these:
  • Call task source. In HubSpot, tasks belong to the call task source user, who may not be the person who connected. In a shared integration, an admin must assign one to each member.
  • Task filters. A Salesforce org with a custom task process needs its Task import fields mapped, or the default filter finds nothing.
  • Empty list or report. Open the HubSpot list or Salesforce report in the platform and check that it has people in it.
  • Outreach sequences. Picking a sequence only imports people in it who have a call task owned by you and due today or earlier.
Your field mapping points at the wrong properties. Fix the mapping in the integration’s settings and import again.
Outreach imports drop numbers your Outreach org has marked invalid. A prospect whose only number is flagged comes in without one.
An import is a snapshot. Edits made in the CRM afterwards only show once you import the list again. See how a call gets back to your CRM.

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Call sync

Open call history and find the call’s Sync status badge. Hover an Error or Warning badge to read the reason. It shows the platform’s message, then the HTTP status in brackets when there was one, for example (HTTP 404). When a call went to several CRMs, each failure starts with that CRM’s name.Salesfinity retries a failed sync on its own, up to five attempts one minute apart. There is no manual retry button. Fix the cause quickly and the next attempt lands. A call that still fails after the last attempt stays unsynced, so log it in the platform by hand.
The call went to several CRMs and one of them failed while the others worked. Only the failing CRM needs attention. Retries do not duplicate the call in the CRMs that already have it. See sync states.A Sequencer call also shows Warning when no CRM is connected. Connect HubSpot, Salesforce or ActiveCampaign.
Recorded calls wait for their recording before they sync. HubSpot also limits searches per portal, shared by every app and user, and Salesforce and Outreach have their own API limits. Salesfinity slows its HubSpot searches to fit, and a rate-limited call is tried again a minute later, up to five attempts. During a big import or a busy hour, calls can stay queued or in progress for longer before they turn to Success.
Only real conversations go to Gong: recorded, at least ten seconds long and not a left voicemail. See Send your calls to Gong.

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Still stuck

Email [email protected]. Include the platform, the time it happened, and the sync reason from call history if there is one. That is usually enough for us to find the problem.
You are done when your integration card reads connected, a fresh import has the people you expect, and a test call shows Success in call history.

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Next steps

How a call gets back to your CRM

Sync states, retries and what is written where.

Connect your CRM

Set up a platform from scratch, or share it with your team.