A User's Calls Are Not Syncing But Others Are
If most users' calls are appearing in your CRM but one or more specific users are not syncing, the issue is almost always with that individual user's setup rather than the integration itself.
Check 1: Has the user completed the CRM login step?
Go to User Management and check the Integration column for the affected user. A red dot means they have not completed their CRM login.
Ask them to go to Dashboard > Integrations > Apps > Login and authenticate with their own CRM credentials. This is a one-time step that every user must complete individually — it is separate from the Owner connecting the integration.
Check 2: Has the user's CRM password changed?
If the user changed their CRM password after completing the login step, their connection will have been invalidated. Ask them to go to Dashboard > Integrations > Apps > Login and re-authenticate with their new password.
Check 3: Does the user have the right CRM permissions?
Some CRMs restrict which users can create or log activities via API. Check that the affected user's CRM profile has the necessary permissions to create call activities or tasks. This is particularly relevant for Salesforce, where API access is controlled at the profile level.
Check 4: Are the user's calls appearing in the Integration Log?
Go to Dashboard > Integrations > Integration Log and filter by the affected user. Check whether their calls are appearing with red dots and what reason is shown. This will point you to the specific cause.
If the issue persists
Contact support@liid.com with the affected user's email address, and a screenshot of the Integration Log filtered to show their calls.