Troubleshooting common data sync issues in OutboundSync

Table of contents

1. Checking webhook logs in OutboundSync

2. Webhook payloads are not reaching OutboundSync

3. Data is missing or incomplete in the CRM

4. Category-Based Filters affecting data sync

5. Ensuring OutboundSync is connected to your CRM

6. Contact Support if needed

OutboundSync is designed to help streamline and automate data syncing between your outreach tools and CRM. However, syncing issues can arise for various reasons, including webhook failures, missing or incomplete data, or CRM authorization issues. This guide will walk you through common data sync problems and provide solutions to ensure your data flows correctly into your CRM.

Below are some common data sync issues and how to resolve them.

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Checking webhook logs in OutboundSync

If you’re unsure whether your webhook payloads are reaching OutboundSync, follow these steps:

1. Log in to OutboundSync and navigate to the Webhook Logs section.

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

   • User filters webhooks by the creator.

   • Hub ID filters by the ID of the CRM the webhook is connected to.

   • Webhook URL filters by the ending string of the webhook’s URL.

   • Email pulls records for a specific contact.

   • Event Type displays only payloads related to the selected event type.

3. Review the logs to determine the status of your webhook data:

   • ✅ Successful payloads confirm the webhook is active and transmitting data correctly. Check the logs to ensure that the payloads are recent and align with activity occurring in the email sequencer.

   • ❌ Errored payloads display events that failed to sync, including the Error Response for diagnosis.

   • ⚠️ Missing from the logs (never received) may indicate that the webhook connection was never properly set up or that no live data is being synced. If payloads were previously syncing and then stopped, checking the logs, particularly the date and time of the last received payload, can help estimate when the connection may have broken.

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Webhook payloads are not reaching OutboundSync

If no payloads appear in your Webhook Logs, or if there’s a time gap from the last synced payload, the issue likely stems from the upstream system sending the webhooks.

📩 Email sequencer webhook setup

If you're using Smartlead, EmailBison, or Instantly, open your platform's settings and manually check the webhook configuration to verify that:

• The webhook URL is correctly set to OutboundSync’s endpoint.

• The correct event types are being sent (e.g., Email Sent, Email Reply, Lead Category Updated).

⚙️ Custom automations (n8n, Zapier, Make.com)

If you’re using automation tools, ensure:

• The webhook is receiving data from your sequencer.

• The webhook correctly forwards data to OutboundSync.

• No filters or transformations strip essential fields before reaching OutboundSync.

✅ Solution

Adjust the webhook settings in your sequencer or automation tool to ensure that payloads are successfully reaching OutboundSync.

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📉 Data is missing or incomplete in the CRM

Sometimes, payloads reach OutboundSync, but the CRM may still be missing certain information (e.g., last names or complete email body text). This often happens because the webhook did not originally contain that data when it was sent/received.

🔍 Why this happens

OutboundSync relies on the data provided in the webhooks we receive. If data is missing in the CRM, it was likely not included in the webhook payload. This may occur when OutboundSync is creating the contact, company, or account, depending on whether you're using HubSpot or SFDC. OutboundSync will not overwrite those details on existing contacts.

✅ Solution

• 🔍 Pre-load contacts and companies in your CRM using a data enrichment tool like Clay before importing them into your email sequencer, as OutboundSync is primarily designed for logging email activities rather than creating fully enriched contact 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.

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🛠️ Category-Based Filters affecting data sync

OutboundSync’s Category-Based Filters allow users to control when payloads sync to the CRM based on predefined lead status conditions.

Common scenarios

• ❌ Data is not syncing:

  • Check the webhook logs to see if Category-Based Filters are enabled.

  • Filters may be holding payloads until a lead status event meets the required conditions.

• 📊 Receiving more data than expected:

  • Apply Category-Based Filters to limit what activity is being synced.

✅ Solution

Review and adjust Category Based Filter settings on your OutboundSync webhook to control when and how data syncs. Learn more about Category Based Filters here!

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🔗 Ensuring OutboundSync is connected to your 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 HTTP-Code: 400 error with a BAD_REFRESH_TOKEN.

✅ Solution

For HubSpot users, check to ensure that the OutboundSync application is installed in the HubSpot Marketplace, as the app must be connected to your portal to authorize data syncing.

For Salesforce users, verify that the Connected App is set up correctly. You can refer to our guide for detailed steps on configuring the Connected App. Learn more here.

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

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📞 Contact support if needed

If you’ve verified your webhook configuration but are still experiencing issues, reach out to OutboundSync Support with:

• 📸 A screenshot of your webhook configuration

• ❗ Any error messages from the webhook logs

• 📝 A detailed explanation of the issue

By following these troubleshooting steps, you can quickly diagnose and resolve common data sync issues. If you need further assistance, you can reach out to OutboundSync Support by emailing service@outboundsync.com for any support questions.

If you have a dedicated Customer Success Manager and a Slack channel with them in it, you can tag them there for direct assistance. Our support team is happy to help! 🚀