If you notice Outreach activities are not pushing to your CRM, there are a few steps you can take to ensure the task objects are configured correctly.
Check Your API Call Limits
If activities are not pushing, the first area of the plugin you’ll want to check is the “Limits” tab, if your CRM uses limited API Calls. NOTE: API Call Limits are not applicable to Microsoft Dynamics. API calls are what push data back and forth between Outreach and the CRM (see Understanding API Call Usage for further details). If your org has either a) used all allotted API calls for the day or has b) hit the API call threshold in Outreach, we will not be able to push or poll new information. As a result, no completed activities will be posting back to your CRM.
If you have hit your API limit, you'll need to wait until API call space frees up and then manually push the calls/emails up. The total API call usage is based on a rolling 24 hour limit, so you will be able to retroactively push those activities within a day of hitting your API limits.
Outreach Admins can check API call limits by doing the following:
- Click on the initials on the bottom left hand corner of the Outreach platform.
- On the settings panel, find the section labeled "System Config" and select "Plugins"
- Click into the plugin and on the top of the page select "Limits"
- API Calls have reached their limits of the color-highlighted number is red and exceeds the overall limit (black)
Note: When the tasks are retroactively pushed, they will still reflect the time they were completed in Outreach. For example, a call task is completed on February 25th that is retroactively pushed on March 30th will still have a “Due Date” of February 25th in your CRM.
Ensure Completed Activities Satisfy Task Object Conditions
Within each advanced task object, you will notice there are some out of the box conditions under “Outbound Create.” Those conditions are there to ensure we are pushing the correct data to your CRM. For example, the Task <> Call object has 3 conditions, in particular “Prospect Is Not Empty.” You can view suggested conditions under each task mapping settings article.