> ## Documentation Index > Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt > Use this file to discover all available pages before exploring further. # Call Dispositions or Outcomes Not Syncing to CRM > How to troubleshoot missing or unsynced call outcomes in your CRM > [!NOTE] > > This guide helps diagnose why **call outcomes, dispositions, notes, or post-call data** are not syncing from CloudTalk into your CRM (Salesforce, HubSpot, Pipedrive, Zendesk, etc.). > > For more information about how call dispositions are defined and used in CloudTalk Dialer campaigns, see **[Campaigns and CloudTalk Dialer](https://help.cloudtalk.io/en/articles/11550309-using-campaigns-with-cloudtalk-dialer-legacy.md)** **User level**: Admin *** ## Symptoms You may notice one or more of the following: * Calls appear in CloudTalk, but not in your CRM * Calls are logged in your CRM, but without the correct disposition or outcome * Only some dispositions sync, others are missing * Tags or notes are visible in CloudTalk, but do not appear on the CRM activity * Dispositions stopped syncing after a change in CRM configuration ## Root Causes ### ⚠️ Dispositions are not mapped in the Dialer campaign Call dispositions are defined and mapped **inside each Dialer campaign**, not in the CRM integration settings. If a disposition is set to **No Mapping**, it will not sync to the CRM, even if the call itself is exported. **Exception: Salesforce.** An unmapped disposition is still exported, using the CloudTalk disposition name as the value. ![](https://mintcdn.com/cloudtalk/Ql3WX5wAKbGZniqk/images/help-center/articles/13192280/a9bdb787767b-image.png?fit=max\&auto=format\&n=Ql3WX5wAKbGZniqk\&q=85\&s=7bdd6c1dc96f5818b7347686c180c48f) This is the most common reason outcomes do not appear. ### ⚠️ Disposition type does not match the call result Each disposition has a **Type** that defines how CloudTalk classifies the call, such as connected, failed, or callback. ![](https://mintcdn.com/cloudtalk/Ql3WX5wAKbGZniqk/images/help-center/articles/13192280/7eca22b8983e-image.png?fit=max\&auto=format\&n=Ql3WX5wAKbGZniqk\&q=85\&s=d4359ccab8b0624e83210e73af0f42c7) If the disposition type does not align with how the call ended, the CRM may not accept or correctly classify the outcome. This can result in missing or inconsistent outcomes in the CRM. ### ⚠️ Calls were made before disposition mapping was updated Disposition mapping is **not retroactive**. If calls were completed before a disposition was mapped to the CRM, those calls will not update automatically. Only calls made after the mapping is saved will sync with the correct outcome. ### ⚠️ CRM export rules block the call from syncing CRM integration settings control **which calls are exported**, for example: * Only answered calls * Only outbound calls * Excluding missed calls or voicemails If a call is not exported at all, its disposition cannot sync either. ### ⚠️ CRM permissions or authentication issues Some CRMs use **user-based authentication**. If the authenticated CRM user does not have permission to create or update activities, outcomes may fail to sync even though calls appear in CloudTalk. This usually affects all calls, not just specific dispositions. ## Step-by-Step Troubleshooting Follow the steps in this order. ### Step 1: Confirm the call is exported to the CRM 1. Open the call in **CloudTalk Call History**. 2. Check whether the call appears in the CRM at all. 3. If the call is missing entirely, review your CRM integration export rules. If the call is not exported, disposition sync is not possible. ### Step 2: Check disposition mapping in the campaign 1. Go to **Dashboard > Dialer > Campaigns**. 2. Open the affected campaign. 3. Select **Disposition Settings**. 4. For each disposition: * Confirm **Integration Mapping** is not set to No Mapping * Select the correct external outcome or activity type 5. Save the campaign. Only dispositions mapped here will sync (except Salesforce, where unmapped dispositions are exported with the CloudTalk disposition name). ### Step 3: Verify the disposition type 1. In the same **Disposition Settings** tab: 2. Review the **Type** column for each disposition. 3. Make sure the type matches how the call ended, for example: * Connected call for answered calls * Failed or callback for unanswered calls 4. Save changes if needed. Incorrect types can prevent proper CRM logging. ### Step 4: Make a new test call Mapping changes apply only to **future calls**. 1. Start a new Dialer session. 2. Make a test call. 3. Select a mapped disposition. 4. Check whether the outcome appears in the CRM. If the new call syncs correctly, the issue was mapping related. ### Step 5: Review CRM integration settings 1. Open **Dashboard > Settings > Integrations**. 2. Open your CRM integration. 3. Review call logging rules, such as: * Which call directions are exported * Whether missed or voicemail calls are included 4. Save any changes and test again. These settings control whether calls reach the CRM at all. ### Step 6: Verify CRM permissions If outcomes still do not sync: 1. Confirm which user authenticated the CRM integration. 2. Verify that user can create and update activities in the CRM. 3. If needed, reconnect the integration using a user with sufficient permissions. ## When to Contact CloudTalk Support If the issue persists, contact [CloudTalk Support](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) and include: * CRM name (for example, Salesforce, HubSpot, Pipedrive) * The affected call's **Call ID** * Screenshots of your **Campaign Disposition Settings** * Screenshots of the CRM activity where the outcome is missing * Time and timezone of the call * Whether the activity itself synced *** *Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you. ## Related topics - [Dispositions and outcomes](https://help.cloudtalk.io/en/articles/17025689-dispositions-and-outcomes.md) - [Using Zoho CRM with Campaign Dialers](https://help.cloudtalk.io/en/articles/11503460-using-zoho-crm-with-campaign-dialers.md) - [Configure HubSpot](https://help.cloudtalk.io/en/articles/3206271-configure-hubspot.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.