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Outreach Activities (Emails, Calls, etc.) Not Syncing to the CRM

Chris
Updated

Symptom

Emails, calls, and/or other activities are not syncing from your Outreach instance to your connected CRM (Salesforce or Microsoft Dynamics.) 

Applies To

  • Outreach Admins
  • CRM Plugin
  • CRM Activity Sync

Troubleshooting

Is the activity visible in Outreach?

Activities can be viewed on the Prospect record or in the associated Outreach list view (e.g., Outbox, Calls, etc.). Review these and determine if you can see the activities associated with them.

Is the CRM plugin connected?

Review the steps in the article Connecting and Testing the Salesforce Plugin Environment to ensure your plugin is properly connected. If it is not connected, follow the steps in the article to reconnect it.

If your activity sync issue is still not resolved, continue to the next troubleshooting step.

What kind of task mapping is your org doing?

If you are using Standard Task Mapping, (default):

  1. Access the Prospect record.
  2. Click Activity in the menu tab.
  3. Select Plugin Push Event from the dropdown menu.
  4. Access Salesforce.
  5. Retry the sync activity. If it's still failing, proceed to the next troubleshooting step below. 

If you are using Advanced Task Mapping (ATM):

  1. Access the applicable list view via the Activity dropdown in the Outreach left nav.
  2. Select the applicable activities to sync. 
  3. Above the list lick the More Options (...) icon. 
  4. Select Synchronize with CRM.
  5. Select Push data up to CRM.
  6. Check the box next to the Force sync... option.
  7. Click Sync. 
  8. Retry the sync activity. If it's still failing, proceed to the next troubleshooting step below. 

If using ATM, is the activity sync configured to both Create and Update in the CRM?

  1. Access the CRM Plugin Settings. 
  2. Click the object for the task type that is not working:
    • Email: Task <> Mailing
    • Call: Task <> Call
    • Generic Task: Task <> Task
  3. Under Set object syncing, check the boxes on the CRM side for both:
    • Create
    • Update
  4. Click Save. 
  5. Retry the sync activity. If it's still failing, proceed to the next troubleshooting step below.

Is there an issue with the User associated with the activity?

Is the user a duplicate and/or locked?

  1. In the Outreach left nav, click Administration > Users & permissions > Users. 
  2. Clear away (click the x on) the filter User status is active.
  3. Search for the user tied to the activity in question.
If you do not find that the user being is either a duplicate or locked, please open an Outreach Technical Support request for further assistance. Be sure to indicate all the troubleshooting you have completed to this point.
Otherwise, if the user is either a duplicate or locked, proceed below.

Is the user's Salesforce ID present?

  1. Return to the CRM plugin settings.
  2. Click to access the User object. 
  3. At the top of the page, click to open the Record mappings tab. 
  4. Search by the user's unique Salesforce ID. 
    Note: The SFDC User ID is present in the URL of an active instance in Salesforce. For more information, see Salesforce's guidance on finding the ID for a user or profile.  

If you find the user:

  1. Remove the user.
  2. Add/Map the user.
  3. Click Save. 
  4. Retry the sync activity.

If you do not find the user by their SFDC ID or the sync activity continues to fail, please open an Outreach Technical Support request for further assistance. Be sure to indicate all the troubleshooting you have completed to this point.

Additional Information

Access CRM Plugin Settings

Connecting & Testing Salesforce Plugin Environment

Salesforce Plugin for Admins Training Module

Advanced Task Mapping FAQs

Find the Salesforce ID for a User or profile

How To Force-Sync Activities to a CRM

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