Common Issues with CRM sync

Last updated: February 22, 2025

Scope: This article highlights how our CRM sync works, to give context on why you might be asking:

  1. Why do I not see any Pylon account for a CRM account?

  2. Why do I not see a specific Pylon Contact for a Pylon Account?

  3. Why are fields from CRM not syncing into Pylon account?

  4. Why do I see multiple Pylon accounts for the same CRM account?

Basics

  • CRM integration setup basics

  • We will refer to the following concepts throughout the doc:

    • Pylon Account: Account in Pylon, which can be viewed here

    • Pylon Contact: People associated with a given Pylon account

    • CRM Account: Account in CRM

    • CRM Contact: People associated with a given CRM Account

    • Issue Requester: Pylon Contact who initially wrote the Issue

    • Issue Account: Pylon Account of the Issue Requester

How Pylon's CRM sync works

  • Manually: You can manually add Accounts one-by-one in Pylon, or bulk import of accounts, on the Pylon Accounts page. Pylon Accounts can then be manually synced with a CRM Account in the Pylon CRM Account mapping page

  • Automatically: Whenever there is a Customer Issue created in Pylon, Pylon tries to associate the Issue to a Pylon Account and Pylon Contact. Here's the typical flow of logic:

    • If there is a Pylon Contact that matches the email domain of the Customer who wrote the Issue: the Issue Requester is set to Customer and Issue Account is set to the matched Account. Contacts can be checked in Accounts > Contacts

    • Else, if the Customer's email domain matches a domain listed in a Pylon Account: a Pylon Contact is created for the Pylon Account, and then the Issue Requester and Issue Accounts are set respectively

    • Else, if there is a CRM Account where the listed domain in CRM matches the Customer's email domain: Create a new Pylon Account and Pylon Contact for the Customer. Note Pylon Contacts are only created for a Pylon Account when there is activity from that Contact in Pylon. Pylon Contacts are not all added when a Pylon Account is created

    • Else: Pylon Account and Pylon Contact created, with no linked CRM Account / Contact

Common issues with the CRM sync

  1. Why do I not see any Pylon account for a CRM account? We only create Pylon Accounts and Pylon Contacts whenever there is an Issue from that Account / Contact. We do not pull all Accounts from your CRM

  2. Why do I not see a specific Pylon Contact for a Pylon Account? Similar to the previous Q, we only create Pylon Contacts whenever there is activity in Pylon. We do not sync all Contacts in from your CRM

  3. Why are fields from CRM not syncing into Pylon account?

    • Either there is no CRM Account linked: E.g. if a Customer creates an Issue with an email address unknown in your CRM, Pylon will create a new Pylon Account and Contact not linked to any account in your CRM (e.g. Customer writes in with their personal email address not tracked in the CRM). Check Pylon App Directory > your CRM > Account mapping page

    • Or you have not synced the specific field from the linked CRM Account: See here

  4. Why do I see multiple Pylon accounts for the same CRM account? This will happen if there is a Pylon Account Company already with a specific domain like companya.com, and someone writes in using another domain like companyaotherdomain.com. Because this second email domain is not in your Pylon Account's listed email domains, Pylon will create a new Pylon Account. Note this still happens even if there are multiple email domains listed in your CRM, Pylon currently auto-creates a Pylon Account with only a single email domain (for the first email domain that Pylon sees). The current fix is to Merge these Accounts and ensure that all email domains in your CRM are included in Accounts > Config > Domains

How to debug CRM sync issues

  1. Check your Account in Pylon Accounts page

    1. Check the Contacts of the Account in Pylon Accounts > Contacts

    2. Check that the Pylon Account contains the correct email domain(s) in Pylon Accounts > Config > Domains

    3. Check that desired Attributes are included in Account Attributes

    4. Check if there are multiple Accounts created here

  2. Check your Account mapping in Pylon App Directory > your CRM > Account mapping page

    1. Check that the right hand side links to the correct Account in your CRM

    2. Check if there are multiple Accounts created here

  3. If you've made any changes to the above, you can force a Resync in Pylon App Directory > your CRM > Account Attributes > Sync Account Attributes