Troubleshooting: Why aren't leads getting to my CRM?

A lead that doesn’t deliver to your server (or customer’s server) is a common scenario, and the best way to approach this is to examine the request and response in order to identify and correct an error. Please note that here we’re calling the server a “CRM,” but these steps apply to any server to which LeadConduit is delivering your leads.

Examine a Lead

1. Log into account.activeprospect.com, click LeadConduit and find a lead that isn’t reaching your CRM or another server endpoint. You can find a lead in a few ways:

• If you know of a lead that did not reach the CRM, search for specific consumer lead information in the search bar at top right, and drill into a lead from the search results.
• The Home dashboard lists the flows that have received leads today. Click on the number under Failure to the right of the flow name where the leads aren’t making it through the flow. You can also skim down through the leads until you find one that you don’t see in the CRM.
• Go to Lead-> Lead Events from the left hand navigation. Choose a particular timeframe, source or other filters to track down a lead that is failing, or try changing the “Event Type” to “Submissions to Recipients” and picking the CRM from the dropdown list of “Recipients”.

2. Examine the lead. See the screen shot below. Boxes displayed down the left hand side show the Steps as the lead processes, with information about the steps information on the right.

3. Scroll down, looking for red or orange in the steps on the left, or just look for the CRM name.

Examine the CRM Request and Response

4. Click on the CRM step. When clicked, the box outline is blue. In the screen shot below, the CRM, Hubspot, is selected.

In this case, the CRM step, Hubspot, displays an error:

Hubspot error [400]: Property values were not valid

This alone tells us some helpful information:

• LeadConduit was able to successfully reach the Hubspot server
• Hubspot sent an error response
• Some property values sent to Hubspot from LeadConduit were not valid

5. For more detail, expand the Technical Details in the right pane.

6. Scroll down in the Technical Details to view the Request and Response. This is the detailed view of information exchanged with the CRM. If you’re not a technical person, don’t be too apprehensive. Pick out the material near the bottom of the Request or Response, which gives the fields and responses exchanged between LeadConduit and the CRM server.

7. In this case, in the Response shown on the lower right, we’re seeing an error:

“error” “INVALID_LONG”

Just below this line, there’s the name of a field:

“name”: “leadsource_creation_date”

The problem delivering to the CRM is likely to be a problem with the field “leadsource_creation_date,” sent with the lead from LeadConduit to the CRM. There’s another, similar, error here, too; this second one shows the property values are not valid for “leadsource_take_on_date”.

Many types of errors or responses may be seen in the Technical Details. Some are more descriptive than others. The example shows some need for adjusting the formatting of dates sent from LeadConduit. In other cases the response will show “Authentication Failed” or “Campaign does not exist” or “Duplicate lead” or “Cannot insert”. Or, it will simply show no response; this might mean the lead never reached the CRM at all. These errors found in the technical details of the CRM step will help you locate just where things are failing and can help determine the questions to ask your CRM administrator in order to resolve the issue.

How to Correct Issues with Sending to a CRM

In a case like the example, where the CRM is complaining in the Response about particular fields included (or malformatted or missing) in the delivery, you may be able to correct it yourself, or at least gather information that you can use to ask the CRM administrator what the system is expectig.

First, examine the fields that LeadConduit is sending to the CRM via the flow editor:

• While the CRM step on the left is highlighted in blue, right click “Edit Step” at the top of the right hand pane, which will open the flow editor to this step in another browser window.
• On the CRM step in the flow editor, click on “Field Mappings.” Examine what is sent in the fields. Look for the field that is causing an error, if you know which one, and adjust the delivery as needed, or collect information to take to a CRM administrator, in order to ask questions about requirements.
• If you’ve made changes, don’t forget to click OK and then Save the flow.
• If after following these instructions to locate an issue, you’re not sure what to do, then write in with the details to submit a support ticket so that a support engineer can help to further investigate and correct the issue. Don’t forget to give a URL, lead id, or identifying information about the flow and CRM, so that Support can quickly resolve the issue!