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Evergrowth Documentation

My record will not sync to the CRM

When an account or contact does not reach your CRM, the workspace tells you exactly where it stopped: a status on the record, the per-field detail behind it, and a full log in the integrations area. This page walks through reading those signals and getting the record to sync.

The Integrations area is available to signed-in members with full access; read-only members will not see it in the left navigation.

Symptom

Section titled “Symptom”

Each connected CRM shows a small provider icon next to the account or contact name, with a colored status dot in the corner. Hovering the icon opens a panel that names the CRM and shows one of these statuses for the record:

  • Synced - the record reached the CRM.
  • Partially synced - some fields synced, others did not.
  • Failed - the sync did not go through.
  • Skipped - the record was not sent.
  • Linked - the record is connected to a CRM object, but from before detailed sync tracking was turned on.

When more than one CRM object is involved, the corner dot shows an aggregate: it stays green only if every object synced, turns red only if every object failed, gray if all were skipped, and orange (Partially synced) for any mix.

A separate red dot next to the record name, with the hover text “Record was deleted from” followed by your CRM’s name, means the matching object no longer exists in the CRM. On the record’s detail page this also appears as a red “Deleted from” badge.

Why this happens

Section titled “Why this happens”

Open the hover panel on the CRM icon to see the cause. The panel shows, per object:

  • A field-level breakdown. Expand fields not synced to see each field that did not land, with the value the workspace Sent and the value currently in the CRM. If a field reads “custom field not mapped,” that field has no destination in your CRM field mapping, so its value had nowhere to go. This is the usual reason for a Partially synced record.
  • An error message from the CRM. A Failed sync the CRM refused reads “Your CRM returned an error:” followed by the CRM’s own message, for example a list of required fields that are missing, or a validation or permission error. This is the CRM rejecting the write, not the workspace failing to send it, and the message names what to correct. A reason starting “A system error occurred during sync” is the other case: the failure happened on Evergrowth’s side before the CRM had its say, so there is nothing to change in the CRM - resync, and raise it if it repeats. A reason that only says an unexpected issue occurred while communicating with your CRM means the CRM gave no message of its own.
  • A skip reason. A Skipped record was intentionally not sent. Common causes: the record is marked Do Not Touch, or it did not match the outbound filters set on the integration (only records matching those filters are sent to the CRM). A lead that was already converted in your CRM is also skipped, with the reason “This lead was converted in CRM and can no longer be updated. Future syncs go to the converted contact.” That is the CRM protecting a converted lead, and nothing needs fixing.
  • A contact held back until its account arrives. A contact whose account is not in the CRM yet is deliberately not written, and the reason says so: the linked account is not in the CRM yet, so the contact was held back rather than created without its company. Accounts and contacts sync on separate tracks, so a contact can be ready before the company it belongs to. This one usually resolves itself - the account’s own sync lands and the contact goes through on its next attempt - so it is worth re-reading the status before acting. If the account is never going to reach the CRM (it is excluded by an outbound filter, or marked Do Not Touch) the contact will keep being held back, and the fix is on the account, not the contact. A contact in your CRM with no company attached is a worse outcome than a contact that arrives a few minutes later, which is why this is a hold rather than a write.

For the full picture across all records, the Activity tab on the integration’s own page keeps two views of every attempt:

  • Record log lists what happened to individual records, one entry per attempt: a Status, the Object, the Remote ID in the CRM, and the Direction, which reads as an arrow between Evergrowth and your CRM’s name so the way the record was moving is unambiguous. Hover a status to read its reason, and open an entry for the full detail - the reason and detailed reason, the CRM record received, the data sent to the CRM, the conditions applied, and the record as it stood at sync time. Filter by Search, Status, Entity, and Direction to find the attempt you care about.
  • Sync runs lists the imports, exports, and bulk resyncs, each with its status and, per object, a meter splitting the records received into processed, rejected, and in progress. The rejected count links straight into the record log filtered to errors, so you land on the reason rather than hunting for it.

How to fix it

Section titled “How to fix it”
  1. Read the cause first. Hover the CRM icon on the record and expand the field or error detail. Fix what the panel points at:
    • A custom field not mapped is a field-mapping gap. Map that field for the affected object in the integration’s field settings, then resync. See Connect your CRM.
    • A CRM error message (“Your CRM returned an error: …”) means the CRM rejected the value (required field missing, picklist mismatch, permission). Correct what it names - the value, the mapping, or the field’s rules in your CRM - then resync.
    • A Skipped record that should sync is either marked Do Not Touch or excluded by an outbound filter. Clear the Do Not Touch flag, or adjust the integration’s outbound filters so the record qualifies. See Do Not Touch and Mark records to keep out of sync.
  2. Resync the record. In the hover panel, select Resync. To resync many records at once, select them in the accounts or contacts list and choose Resync to CRM from the bulk actions. A message confirms the resync has started and the run may take up to a minute (or up to half an hour for large selections); check back shortly.
  3. Confirm it went through. After resyncing, reopen the hover panel - the status should move to Synced. If it did not, open the integration’s Activity tab, go to Record log, filter the status to errors, and read the reason on the latest entry for that record. Sync runs is where you confirm the resync run itself finished.
  4. For a contact held back on its account, sync the account first - open the account, resync it, confirm it reads Synced - then resync the contact. If the account is deliberately kept out of the CRM, decide which you want: let the account sync, or accept that its contacts stay out too.
  5. For a “Deleted from” record, the object is gone from your CRM. Resyncing re-creates it if your integration is set to send that object; if it should stay out of the CRM, mark it Do Not Touch instead.

If a record stays Failed after a clean resync and the reason is generic or unexpected, open its latest record-log entry for the full detail, and if it persists, raise it with your administrator.

Section titled “Related”