Skip to content
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 shows the reason text the CRM returned (for example a validation or permission error). This is the CRM rejecting the write, not the workspace failing to send it.
  • 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).

For the full picture across all records, the Integrations area keeps two records of every attempt:

  • Logs lists the most recent sync attempts (the 50 most recent for the filters you apply). Each row shows a Status of Success or Error, the Object, the Remote ID in the CRM, the Direction of the sync, and the date created. Hover a status to read its Status reason. Filter by Status, Entity, or Direction, or search by record ID to find the attempt you care about. Direction is shown as “Evergrowth -> CRM” for outbound and “Evergrowth <- CRM” for inbound.
  • Sync history lists backfill and bulk-resync runs, each with a status of Completed, Failed, or in progress, and a Processing results bar breaking the run into Processed, Rejected, and In progress objects. To see why a specific object was rejected, check the Logs.

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 usually means the CRM rejected the value (required field missing, picklist mismatch, permission). Correct the value or the mapping, 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 Integrations area, go to Logs, filter by Error, and read the Status reason on the latest attempt for that record. Use Sync history to confirm the resync run finished.
  4. 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 Status reason is a generic or unexpected error, read the latest Logs detail for that record, and if it persists, raise it with your administrator.

Section titled “Related”