Salesforce integration not connecting calls to contacts

[HTalerico]

I recently started synchronizing Salesforce calls to HubSpot and only one out of every ten or so is coming over associated with a contact in HubSpot.  I have already confirmed that the contacts attached to those calls in Salesforce exist in HubSpot.  I can't find anything different between the tasks and contacts that are synchronizing properly and the ones that are not.

Has anyone run into this?

[GiantFocal]

Hi @HTalerico,

Here are a few things you can check to help troubleshoot:

1. Contact Matching: Even if contacts exist in both systems, ensure that the unique identifiers (such as email addresses or Salesforce Contact IDs) match exactly. Sometimes, even small differences (such as extra spaces or capitalization) can break the association.
2. Integration User Permissions: Double-check that the Salesforce integration user has access to all the relevant objects and fields, including tasks and contacts. Limited permissions can prevent proper syncing.
3. Call Logging Method: If calls are being logged in Salesforce as a custom activity or with a non-standard type, HubSpot might not recognize them. Make sure calls are logged as standard Salesforce tasks or activities.
4. Sync Filters: Review any filters or inclusion/exclusion rules set up in the integration to ensure they are accurate and up to date. Sometimes, only certain types of activities or contacts are set to sync.
5. Field Mapping: Check your field mapping between Salesforce and HubSpot, especially for the fields used to associate calls with contacts.

If you’ve already checked everything above and still notice inconsistent syncing, try running a manual re-sync or contact HubSpot support for further assistance. 

Please let me know if you need more specific steps or would like to explore your setup together.

[Jaycee_Lewis]

Hey, @HTalerico 👋 Thanks for your question. Welcome to our community! I'd like to ask some of our community experts who have experience with this integration — @Aakar @patrick_adams @Rishabhsoni do you have any feedback for @HTalerico? 

Thank you very much for taking a look! — Jaycee