Learn how to read the status banner and the Activity card on your integration page to check whether data is flowing between CloudTalk and your CRM, and what to do when something fails.
User level: Admin
Once an integration is connected, it is not always obvious whether it is actually doing its job. The integration page now shows you at a glance whether the last sync finished, how many calls and contacts reached your CRM in the last 24 hours, what was imported, and why something failed.
Where to find it
Go to Account > Integrations and open the integration you want to check.
The status banner sits at the top of the page, under the integration name.
The Activity card is in the right-hand column, below the "Integration is" card. Click View more to see the full list.
Hover over the question mark next to "Activity" to see the reporting window.
The status banner
The banner tells you the state of the most recent sync and refreshes on its own while a sync is running. No page reload is needed.
"Synchronization is running" means CloudTalk is importing data from your CRM right now. The Activity card shows which step it is on.
"Synchronization was completed" means the last sync finished successfully.
"Last sync didn't finish" means the last sync stopped before completing. Check the "Sync failed" row in the Activity card for the reason.
"Re-authorization required" means your CRM connection has expired. Click "Re-authorize integration" in the "Integration is" card. See Re-authorizing Your CRM Integration.
If the integration is switched to Inactive, no banner is shown.
Reading the Activity card
Each row is a short statement with a progress bar. Green means success, red means something failed, and a spinning icon means work in progress.
Calls and contacts sent to your CRM
These rows cover the last 24 hours.
"Calls logged to [CRM]", for example "460 of 500 calls exported", shows how many of your calls were successfully created in the CRM.
"Calls failed to log", for example "40 calls could not be exported", shows calls CloudTalk tried to send but the CRM did not accept.
"Contacts logged to [CRM]" and "Contacts failed to log" show the same for contacts CloudTalk created or updated in your CRM.
A row with zero failures is not shown.
Data imported from your CRM
"Contacts imported", for example "4,860 in the last 24 hours", shows the number of records CloudTalk pulled from your CRM in the last 24 hours.
For HubSpot you also see "Tickets imported" and "Deals imported". For Salesforce you see Leads, Cases and Opportunities. Other integrations show a single "Synchronization completed" row instead of a breakdown by record type.
Import counts are records processed, not unique contacts. A contact that was edited twice in your CRM during the day is imported twice and counted twice. Your CRM's total contact count will therefore differ from this number.
Sync progress and history
"Contacts sync in progress", for example "Step 2 of 5: Contacts (540 downloaded)", is shown during the first import after connecting and updates live.
"Contacts initial sync successful", for example "4,777 downloaded", is the result of the most recent first import.
"Sync failed" shows the reason the last unsuccessful sync stopped. This row stays visible even after a later sync succeeds, so you do not miss it.
What the failure reasons mean and what to do
"Authorization expired": your CRM connection is no longer valid. Click "Re-authorize integration".
"[CRM] rate limit reached": your CRM temporarily refused requests because too many were made. Nothing to do, CloudTalk resumes on the next sync. If it repeats every day, contact support.
"Missing permissions in [CRM]": the CRM user who connected the integration lacks access to some records. Check that user's permissions in your CRM, then re-authorize.
"[CRM] rejected the data": the CRM refused a record, usually because of a required field or validation rule on the CRM side. Check your CRM's required fields and validation rules for calls or contacts.
"Record not found in [CRM]": CloudTalk tried to update a record that no longer exists in the CRM. Usually safe to ignore, the record was deleted or merged in your CRM.
"[CRM] unavailable": your CRM did not respond. Check your CRM's status page. CloudTalk retries on the next sync.
"CloudTalk error" or "Unexpected error": something failed on our side. Contact support with the integration name and the time you saw it.
FAQs
Why does the card say "No recent activity"?
Nothing was imported or exported in the last 24 hours and there is no recent sync to report. For a new integration, wait for the first sync to start.
Why is the call count lower than the calls I made today?
Only calls that match your export settings are sent to the CRM. Check the Call export settings and Workflow settings on the same page.
Can I see which specific calls failed?
Not yet. The card shows counts and the most common failure reason. For details on a specific failed call, contact CloudTalk Support with the integration name, the approximate time, and any Call IDs you have.
Need help or have a question? Just reach out through our Support portal.