This article will help you understand the status of your integration and how to resolve any errors preventing it from syncing successfully.
Table of Contents
Lead Integration Status
Setup Incomplete
This one pretty much speaks for itself! Further detail on this state can be viewed within the lead source setup tracker. If your integration has not moved to the Active state even after you received an expected test lead, check these steps:
- You may need to hit the "complete setup" button in the integration. At this time, the setup does not complete automatically when leads are received
- If you are unable to "complete setup", the test lead may not have the exact expected source value--in which case a revision should be requested by the lead partner.
Active
Your integration will appear as Active once a lead has been received with the expected source value and a user has completed the setup flow.
One distinction that needs to be made is that this status is not dynamic: it only reflects that the lead integration was at one point successfully activated, and does not reflect any subsequent errors or changes that may occur on the lead partner's side.
CRM Integration Status
Setup Incomplete
This one pretty much speaks for itself! We see this on occasion if:
- Your org's Manager needed some more information to complete setup at a later time
- Your org's Manager never hit the "Finish" button after authorizing
- Someone clicked an integration setup by mistake or out of curiosity, and never deleted it
Active
If your Integration is in the Active state, you should have nothing to worry about! This is the expected status indicating your integration is in a healthy state.
An Active state does not necessarily mean the integration will never have an error or failed sync (these are naturally expected when working with APIs!), but they should be infrequent and may even resolve themselves due to our automated failure retry system.
Failed Sync
A failed sync may be nothing to worry about--these things happen sometimes! It just means the last attempted sync had some error or failure, and our retry system will keep attempting until it succeeds. The integration is still actively attempting to sync information, whether or not it is successful.
However, if your integration is experiencing a regular state of failure or you notice information is missing, you may want to check with our Support Team to take a closer look.
Paused
Your integration may become paused in two ways: manually (by user action) or automatically (by our validation process).
Our validation process evaluates if the integration meets certain requirements in regards to the authorization provided and/or necessary permissions to use the source API. These differ for each integration (we will go into more detail in the next section).
If your integration has failed the validation checks, it may result in one of these sub-statuses of Paused:
- Invalid Credentials - This state indicates that your integration has been paused as a result of invalid credentials. You may also have received an email and/or an in-app notification alerting you to this status. Invalid Credentials means that whatever authorization method has been provided to the integration is not valid for one reason or another. Examples of this error can include:
- Generally incorrect or incomplete information provided (think typos or copy/paste errors)
- Configuration error within the integration
- A previously valid API key has been deleted or expired
- A previously valid user has been removed from the account
- Missing Permissions - This state indicates that your integration has been paused as a result of missing permissions. You may also have received an email and/or an in-app notification alerting you to this status. Missing Permissions means that while the credentials used to authorize the integration are technically valid, they may not have permission to access some of the objects or APIs that the integration needs.
Update Required
Hatch typically updates all integrations to the latest version once it's released, ensuring all users are receiving the latest feature or fixes. There may be a rare occasion where your integration failed to update for some reason. In that scenario, you may see the update required state and a user will need to "reconfigure" to deploy the latest version.
One thing to note: an "update required" status does not necessarily indicate any problem with your integration. It may be syncing without issue, but without the latest version of the code.
How to Resolve CRM Validation Errors
These errors vary somewhat from CRM to CRM. We will review them individually here.
As always, feel free to reach out to our Support Team for assistance resolving these errors!