Troubleshoot CRM Integration Sync Issues
Troubleshoot CRM Integration Sync Issues
If call logs, contacts, or recordings are not syncing between JustCall and your CRM, follow this guide to diagnose and fix the problem.
Available on: Premium, Business, and Enterprise plans (integration features vary by plan)
Identify the symptom
| Symptom | Likely cause | Fix |
|---|---|---|
| No data syncing at all | Integration disconnected or expired token | Re-authenticate the integration |
| Some fields missing | Field mapping incomplete or changed | Review and update field mapping |
| Sync delayed by hours | Normal processing time for large volumes | Wait up to 15 minutes; check sync queue |
| Contacts sync but calls do not | Insufficient CRM permissions | Grant JustCall write access to call/activity objects |
| Duplicate records in CRM | Matching rules misconfigured | Update deduplication settings in your CRM |
Step 1: Re-authenticate the integration
Integration tokens expire or become invalid when CRM passwords change or admin permissions are revoked.
- Go to Settings > Integrations.
- Find your CRM integration (HubSpot, Salesforce, Pipedrive, etc.).
- Click Disconnect, then click Connect again.
- Log in to your CRM when prompted and authorize JustCall.
- Wait 5 minutes, then make a test call to verify data syncs.
Step 2: Check field mapping
- Go to Settings > Integrations > select your CRM > Field Mapping.
- Verify that JustCall fields (call duration, recording URL, notes, disposition) are mapped to the correct CRM fields.
- If your CRM added new custom fields, they may not be mapped automatically — add them manually.
- Save any changes and trigger a test sync.
Step 3: Verify CRM permissions
JustCall needs write access to specific CRM objects. The user account used to authenticate must have:
| CRM | Required permissions |
|---|---|
| Salesforce | Create/Edit on Tasks, Activities, Contacts, Leads |
| HubSpot | Contacts, Companies, Deals, Engagements (read/write) |
| Pipedrive | Deals, Contacts, Activities (full access) |
| Zoho CRM | Modules: Calls, Contacts, Leads (read/write) |
If your CRM admin recently changed role permissions, the integration may lose access silently. Re-authenticate with an account that has the required permissions.
Step 4: Understand sync delays
JustCall syncs data in near-real-time, but delays can occur:
- Call logs: Sync within 1-2 minutes after call ends
- Recordings: Sync after recording processing completes (up to 5 minutes)
- Bulk imports/exports: May take 15-30 minutes depending on volume
- CRM API rate limits: If your CRM throttles API calls, sync slows down during peak usage
If data is delayed beyond these windows, check the sync status at Settings > Integrations > Sync Log.
Step 5: Manual re-sync
If a specific call or contact did not sync:
- Open the call in JustCall Call Log.
- Click the Sync to CRM button to push the record manually.
- If the manual sync fails, note the error message and check the CRM-side logs for rejection reasons (e.g., required field missing, validation rule failure).