Hello HubSpot Community,
This one has us stumped. We are using the HubSpot ↔ NetSuite native integration and have run into a bit of a roadblock. Lead records initially sync fine based on the fields and rules that have been set. However we run into issues when we use the “lead conversion” feature in NetSuite. This feature converts the lead object record to a prospect by changing the object from an individual lead to a company prospect (keeping the same id), and at the same time creates a new contact record in NetSuite for the individual.
The conversion starts off fine, the newly created contact in NetSuite syncs with the existing contact in HubSpot (we use lifecycle in NetSuite to determine when to sync individual leads vs contacts with HubSpot). And the converted company prospect record in NetSuite also syncs with a new company record in HubSpot.
Where we run into issues is upon the next sync cycle, the individual contact (lead) sync, which should be skipped since this is no longer a lead and is at a different lifecycle stage, STILL picks up the record id of what was once the lead record and tries to sync this converted prospect object back to the contact record in HubSpot. It seems as if the individual sync is ignoring all the sync rules such as type=individual, first/last name required, and lifecycle that would prevent the individual sync, but because it once synced with this record id it still wants to at least try. Since the prospect record does not have a first or last name this unwarranted sync ends up wiping out the first and last name of the contact in HubSpot and then only does the sync stop. At this point it is too late, the contact syncing that did work initially stops as the record has no first and last name.
Anyone else had any luck with getting leads/contacts to sync from NetSuite when using the built-in lead conversion process? We have tried everything from storing backups of the name in a secondary field, customizing the sync rules, and even trying to setup a workflow to prevent the wiping out of the first and last names.
Any advice from the experts out there would be much appreciated, thanks in advance!
Hello, @AshanDeSilva thank you for posting in our Community!
I was able to take a look into the screenshots shared here and do some digging on my end and it seems these are all NetSuite errors due to how the mapping is set up (i.e. information is missing on NetSuite’s end that is preventing the sync).
- The name and last should be present
I would recommend syncing again and checking these values in Netsuite by updating those values on your records there because this error is due to Netsuite changing these values. I want to share their support resource page with more information here.
I hope this information helps.
Pam
Hi Pam,
Appreciate you taking the time to look into that. I can confirm that the Contact data (first and last name) does exist in NetSuite (see the first screenshot below), so it is not an issue on the NetSuite side. It is the HubSpot sync that is clearing the first and last name when the sync is attempting to resync a lead that no longer exists in NetSuite (because the record has been converted to a company prospect). Would it help if I provided a video showing how the lead syncs, then the contact syncs, and then the lead attempts to resync when it should just be ignored at this point in the contact lifecycle?
Here are some more screenshots to further illustrate that the issue is on the HubSpot side:
Contact object in NetSuite contains a first and last name, yet the sync is reporting an invalid error:
Lead object (which is now the prospect record through conversion in NetSuite) is reporting a sync error, when it should have just been ignored since this record not belongs to the prospect company. Further to that, it’s during this individual resync that the contact’s first and last name that were once synced are cleared.
And as you can see it is HubSpot syncing to the Prospect record (which has no name) that is causing the name to be cleared as the contact record itself (the first image) clearly still has a first and last name.
Any further thoughts, or is lead conversion something that the native HubSpot integration does not support with NetSuite?
Just checking in, does anyone from the sync team or any other HubSpot intergration experts have any advice here when it comes to lead conversion in NetSuite and how HubSpot’s native sync integration interprets these converted lead-->prospect objects? @himanshurauthan @FransLeys @Bryantworks
@himanshurauthan any advice here?
