two-way sync field issue with Salesforce

[LWebster7]

We have email set as a two-way sync with HubSpot. The idea is that if an SFDC user updates an email, it will sync back to HubSpot and vice versa. However, we have a handful (~80 records) of contacts for whom this isn't working properly.

The email gets updated in SFDC, but HubSpot reverts it to what it is in HubSpot. 

What would cause this to fail for a few records? We aren't sure where to start looking. 

[karstenkoehler · Accepted solution]

Hi @LWebster7,

What do you see when you check the property history for the email field for these contacts? https://knowledge.hubspot.com/records/view-record-property-history#view-historical-values-for-a-prop...

Just to rule out that there is another integration or workflow making changes to the email field, immediately switching it back after Salesforce updates it – in which case the integration would interpret the HubSpot side as more recent and accept that value.

Additionally, could you please check if the email field appears among the sync errors? https://knowledge.hubspot.com/salesforce/resolve-salesforce-integration-sync-errors#resolve-sync-err...

Best regards

[Lucila-Andimol · Accepted solution]

Hi @LWebster7 

you can start by checking the integration sync issues report

and you can always adjust the sync rules to prefer one information over the other, for example prefer SFDC over HubSpot.

When errors appear in the sync it could be caused by owner/permits limitations, not existing contact/record (or not being able to find the match), duplicate records found or missing information, among others.

You could take a sample of those contacts and dig deeper over the records both in HubSpot and in SFDC.

Hope this helps

[LWebster7]

Sync error! I can't believe I forgot to check there. 🙈

[karstenkoehler · Accepted solution]

Hi @LWebster7,

What do you see when you check the property history for the email field for these contacts? https://knowledge.hubspot.com/records/view-record-property-history#view-historical-values-for-a-prop...

Just to rule out that there is another integration or workflow making changes to the email field, immediately switching it back after Salesforce updates it – in which case the integration would interpret the HubSpot side as more recent and accept that value.

Additionally, could you please check if the email field appears among the sync errors? https://knowledge.hubspot.com/salesforce/resolve-salesforce-integration-sync-errors#resolve-sync-err...

Best regards