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OutboundSync Help Center

If you’re unsure whether your webhook payloads are reaching OutboundSync, consider the following steps.

The most common issue is that users inadvertently change the upstream webhook configuration in their Sales Engagement Platform. It is worth verifying this before proceeding.

If searching for a specific event or contact, use the available filters to find any related payloads:

 to determine the status of your webhook data:

OutboundSync has observed that some platforms occasionally drop, or fail to deliver, webhook payloads. If you notice a lost record that appears to be a one-off occurrence, it is may be due to this. Unfortunately, since webhooks are delivered at the time of the event, there is no way for OutboundSync to retrieve a new copy of the webhook. We are exploring API-driven methods of capturing this data.

How to check OutboundSync logs

, or if there’s a significant time gap from the last synced payload, the issue likely stems from the upstream system sending the webhooks to OutboundSync.

If you don't know how to review the webhook logs, 

Open your platform's settings and manually check the webhook configuration to verify that:

 is correctly set to OutboundSync’s endpoint.

 are being sent (e.g., Email Sent, Email Reply, Lead Category Updated).

If you're using Smartlead, check to see if there are any other webhooks that might interfere with data being sent to OutboundSync. Our 

 explains their prioritization schedule for webhook URLs.

If you’re using automation tools such as Make, n8n, or Zapier, ensure:

Historically, the above resolutions have restored the data sync for users in nearly every instance. However, there may also be active incidents or outages that are affecting your data sync.

 to see if there are any open incidents or outages related to the application.

, which monitors over 100 GTM tools, one of which may be experiencing an incident or outage affecting your data sync. 

 for help troubleshooting the data connection.

Data is not in my CRM or OutboundSync

Sometimes, payloads reach OutboundSync, but the CRM may still be missing certain information (e.g., last names or company names). 

. This is a case where data is syncing, but certain fields or properties appear to be incomplete.

This happens either because the webhook did not originally contain that data when it was sent/received, or because it's that field is not mapped by OutboundSync by default.  

There are typically two ways to resolve this issue:

Pre-load leads, contacts and accounts/companies

 in your CRM using a data enrichment tool like 

 before importing them into your email sequencer. This way, OutboundSync is primarily designed for logging email activities rather than creating lead, contact, and account/company records.

Ensure full contact details, including first and last name, are updated on the lead details

 before outbound campaigns begin. This helps assure that webhooks are sent with complete information before reaching OutboundSync. This doesn't address every field but does solve for first and last names. 

For companies with strict data hygiene requirements, we recommend pre-loading or importing leads, contacts, and accounts/companies ahead of time. 

If you are using Category-based filters and only syncing select data into your CRM, you will need to run that enrichment after those events occur via a tool like Clay, Make, Zapier, or n8n.

Data is incomplete in my CRM

 allow users to control when payloads sync to the CRM based on predefined lead status conditions.

Sometimes, users have these enabled inadvertently, or have the approved categories mislabeled. 

 until a lead status event meets the required conditions.

If either of these are not what you expect, update the webhook settings in OutboundSync.

If data is syncing that should not be, apply Category-Based Filters to limit what activity is being synced.

Read more about how Category-based filters work here.

Data in OutboundSync but not my CRM

If the OutboundSync app is not connected to your CRM, the app will not have authorization to sync data to your HubSpot portal or Salesforce instance. 

In the error console, this will appear as an 

OutboundSync application is installed in the HubSpot Marketplace

, as the app must be connected to your portal to authorize data syncing.

, verify that the Connected App is set up correctly. 

Refer to our guide for detailed steps on configuring the Connected App

We are evaluating ways to proactively detect these errors in the future and notify you of any issues.

Common issues

How to check OutboundSync logs

Data is not in my CRM or OutboundSync

Data is incomplete in my CRM

Data in OutboundSync but not my CRM

Getting a Bad Refresh Token error