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Why are calls not showing in my CRM?

The Integration Log Is Showing Red Dots

Red dots in the Integration Log mean that one or more calls failed to sync to your CRM. This does not affect call tracking — the calls are still recorded in Salestrail. It only means they were not pushed to your CRM.

How to read the Integration Log

Go to Dashboard > Integrations > Integration Log. For each call:

  • Green dot — successfully logged to your CRM
  • Red dot — failed to log. Hover over the red dot to see the specific reason.

Common reasons and fixes

"No match results found" The phone number from the call does not exist in your CRM. Salestrail matches calls to CRM records by phone number — if there is no match, the call is not pushed.

To fix: add the contact with the correct phone number to your CRM, then click Replay next to the failed call in the Integration Log. Salestrail will attempt to match and log it again.

"Integration not connected" The CRM integration has disconnected — this can happen when a user's CRM password changes or their authentication token expires. Go to Dashboard > Integrations > Apps and reconnect.

"User not authenticated" The individual user has not completed their CRM login step. Each user needs to go to Dashboard > Integrations > Apps > Login and authenticate with their own CRM credentials.

If the same calls keep failing

If you are seeing consistent failures for a specific reason, contact support@liid.com with a screenshot of the Integration Log and the reason shown when you hover over the red dot.