Hi Everyone,
I am facing a challenge with Salesforce Integration. My problem statement is here:-
We have Hubspot and Salesforce integration enabled and for a given Contact property we have a two-way sync enabled. While syncing was on a given field as value as “A” on both Salesforce and Hubspot.
We paused the sync between Hubspot and Salesforce for a couple of weeks.
Meanwhile, while the syncing was off, we changed the given field value in Salesforce from “A” to “B”.
After a couple of days, we resumed the sync again, now HubSpot and Salesforce have different values i.e HubSpot has value “A” and Salesforce has value “B”.
My Query is, when we resume the Syncing between the two platforms where will the changes take place, whether in Hubspot or Salesforce?
i.e if salesforce value changes to “A” again or Hubspot’s value will change to “B”.
When we resume the sync does it act as a new syncing or will consider the Salesforce changes as the most recent change and accordingly will change the value in Hubspot to “B”.
Please refer me to the relevant links on the Hubspot Academy or Knowledge base.
Regards,
Hi, @ankush2812 
Thanks for reaching out. Hey, @TBrodie @Ian_Matt @JHaber6, do you have any insight you can share with @ankush2812?
Questions to help clarify things for the community. Are you saying:
- You had an active Salesforce sync
- You paused the sync for an amount of time
- You changed records on the Salesforce end while the sync was off
- You turned the sync back on
- Records updated in Salesforce are not updated in HubSpot after turning the sync back on
Is that correct? Or correct in a simplified manner?
Thank you! — Jaycee
Hi @Jaycee_Lewis thanks for responding.
The syncing is working and the value got updated as well but the value in Salesforce was overridden with the Original value. I was expecting that Salesforce value was most recent so value in Hubspot would change.
Let me simplify this to provide you with more context, let me provide you with exact data.
The syncing was on between Salesforce and Hubspot on September 10, 2022, and the value for the field Email ID for a given contact was ankushsharma2812@gmail.com on both Salesforce and Hubspot.
We turned off the syncing on September 11.
We changed the value to ankush.s@xyz.com on Salesforce on October 05, 2022. However, since the syncing was off, the changes were not reflected back on Hubspot.
We turned the Syncing on again on October 21, 2022, this time the Hubspot Integration user changed ankush.s@xyz.com with ankushsharma2812@gmail.com on Salesforce.
I was expecting that the sync would change both the values to ankush.s@xyz.com, as this was updated later on Salesforce and hence was the most recent value.
Can you help me with what exactly happened here?
Changes made in Salesforce while the sync is off will be missed. Once you turn the sync back on, if you wish to get records back into sync with one another, you would need to trigger a sync. This KB article outlines what triggers a sync. Simply turning on the integration won’t trigger a sync.
There is a nuance to the “Two-way” mapping rule, formerly known as “Use most recent value”. If a HubSpot record synced with a Salesforce record and then ceased to sync with that record for a period of time, i.e. that contact was removed from the inclusion list or the sync was disabled, if HubSpot resumes syncing with that record again, any changes made to the record in Salesforce get ignored and HubSot values override them. This is because changes made while the record is not syncing do not get picked up by the connector. The connector has no way of knowing when those changes were made so all it can rely on is the last known state, which are the values that were set the last time the record synced with HubSpot. Users may notice HubSpot overriding “more recent values” in Salesforce with the “Two-way” mapping rule in place but since HubSpot has no way of knowing when those changes were made, it cannot infer that Salesforce possess the most recent value. The best thing to do is to check to see if the record stopped syncing for a period of time as this could explain why HubSpot’s values overwrote the Salesforce value.
I don’t know technically under the hood how it works, but my assumption is, HubSpot doesn’t get the date the property was last updated from Salesforce. I think it tracks that on it’s own side when syncing. When that sync is broken, my guess is, it has to assume that once started, HubSpots data is most recent.