This article helps you solve the most common issues with the CRM integration (HubSpot, Pipedrive, Salesforce, Zoho CRM).
A call, SMS or voicemail doesn't appear in the CRM
Check the following:
- The integration is active: the Owner or an Admin installed it and it hasn't been removed.
- Your number is synced: it's one of the numbers selected in the integration settings. If in doubt, ask your admin.
- The other person's number exists in the CRM (contact or lead). This is the most common cause: by default, a conversation with a number not in the CRM isn't logged there, especially prospecting calls. To log them, your admin can turn on Export Onoff contacts automatically (contacts already saved in Onoff) and Create unknown contacts (numbers unknown to both): a contact is then created in the CRM.
- The number is saved correctly in the CRM: preferably in international format, with the country code (+33 6 12 34 56 78). Pipedrive also recognizes the national format (06 12 34 56 78).
- The conversation took place after the integration was installed and after the contact was created in the CRM: earlier conversations aren't sent.
- Wait a few minutes: an activity can take 5 to 10 minutes to appear. Then refresh the CRM page.
If everything is in order and the issue persists, email support@onoffbusiness.com with the number involved and the date and time of the conversation.
The activity isn't assigned to the right person
The rule depends on the CRM:
| CRM | Assignment |
|---|---|
| HubSpot | To the HubSpot user with the same email address as the Onoff member; otherwise to the contact owner; otherwise unassigned. |
| Pipedrive | To the Pipedrive user with the same email address as the Onoff member; otherwise unassigned. |
| Salesforce | To the contact owner; otherwise to the Salesforce admin. |
| Zoho CRM | To the contact owner; otherwise to the Zoho admin. If the owner is a deactivated user, the activity may not be logged. |
Use the same email address in Onoff and in the CRM, and check contact owners.
CRM information isn't up to date in Onoff
Onoff fetches a CRM contact's information during a call or SMS. Later changes in the CRM aren't carried over automatically: on the Onoff contact record, use the sync button to get the latest data.
Calls made from the Chrome extension
Calls and SMS made from the Chrome extension are logged in the CRM like those from the apps, under the same conditions.
Related articles
- Connect your CRM to Onoff Business
- HubSpot: calls, SMS and contacts
- Pipedrive: calls, SMS and contacts
- Salesforce: calls, SMS and contacts
- Zoho CRM: calls, SMS and contacts
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