CRM integrations not syncing
When a customer calls or chats, BizRnR captures the conversation, scores the lead, and pushes the result into your CRM (HubSpot, Salesforce, Pipedrive, GoHighLevel) within seconds. When that sync stops working, leads pile up in BizRnR and don't show in your CRM — most-common cause is an expired token, second-most is a field-mapping change on the CRM side. Here's the diagnostic flow.
Step 1 — Check the integration status
In *Settings → Integrations* each connected CRM shows one of these states:
- Connected — sync is healthy. Last successful sync timestamp is visible.
- Connected (stale) — the connection works but no events have synced in >24 hours. Either nothing happened to sync, or events are being silently rejected — keep reading.
- Error: token expired — the OAuth token expired and the integration needs to be reconnected. One click to fix.
- Error: token revoked — someone in your CRM admin revoked the BizRnR app's access. Reconnecting won't work until the admin re-grants.
- Error: rate-limited — the CRM is throttling our requests. Auto-recovers within an hour; if it persists, there's a queue backlog we'll need to clear.
If you see any Error state, click the integration and follow the on-screen reconnection flow. It takes <60 seconds and your existing field mappings are preserved.
Step 2 — Verify the field mapping still matches your CRM
This is the second-most-common cause. CRMs let admins delete or rename custom fields at any time. If the field BizRnR was syncing into has been deleted or renamed, every sync silently fails with a "field not found" error.
In *Settings → Integrations → [your CRM] → Field mapping* you'll see one row per BizRnR field → CRM field. Each row has a status icon:
- Green check — the CRM field exists and accepts our writes.
- Yellow warning — the field exists but the type changed (e.g., a phone field became a single-line-text field). Sync still works but the data may look weird in your CRM.
- Red X — the field no longer exists. Edit the mapping to point at the renamed field, or unmap it.
You can re-validate all mappings in one click via the Validate mappings button at the top.
Step 3 — Check the sync log for the specific lead
Find the lead in *Activity → Conversations* and click into it. The right rail shows a CRM sync section with the status:
- Synced — pushed successfully; the link icon takes you to the record in your CRM.
- Pending — queued for sync; this is normal for a few seconds, anomalous if >5 minutes.
- Failed: <reason> — the CRM rejected the write. Common reasons: duplicate detection (CRM thinks this lead already exists), required field missing on the CRM side, validation rule blocked the write.
- Skipped: low score — your *Settings → Integrations → Sync rules* is set to only sync leads above a score threshold and this one didn't qualify. Lower the threshold or change the rule if the filter is too aggressive.
Step 4 — Specific CRM gotchas
HubSpot
- HubSpot deduplicates by email address by default. If multiple leads share an email (common when a single household submits separate inquiries), HubSpot merges them into one contact. The merge is silent and looks like a sync failure to BizRnR even though it technically succeeded — the contact exists, just not as a separate record.
- HubSpot's free tier limits custom fields. If you've hit the cap, new field mappings silently fail. Upgrade or unmap unused fields.
Salesforce
- Salesforce validation rules can reject our writes. Common offender: a "Lead Source" picklist that doesn't include "BizRnR." Add
BizRnR(orPhone Inquiry,Web Chat, etc.) as valid picklist values, or remap to a different field. - Salesforce sandbox vs production: if your CRM admin connected a sandbox by mistake, leads sync to the sandbox and not production. Disconnect, reconnect against the production instance.
Pipedrive
- Pipedrive has a 100-field limit on custom person fields. If you've hit it, mapping new ones fails. Pipedrive's UI hides this until you try to write — we surface it as a clear error in the integration logs.
GoHighLevel
- GHL's API is sub-account scoped. If you connect at the agency level instead of a sub-account, our writes go nowhere. Disconnect and re-authorize at the sub-account level.
Step 5 — Trigger a manual backfill
Once the underlying issue is fixed, the Backfill button under *Settings → Integrations → [your CRM]* re-syncs the last 30 days of leads that previously failed. We rate-limit the backfill to respect your CRM's API quota — for a typical 1,000-lead backlog it takes about 15 minutes.
If you need a larger backfill (>30 days, >5,000 leads), email support@bizrnr.com with the integration name and the time range and we'll run it on the backend without consuming your CRM's API quota.