Why aren’t my contacts or leads syncing?
This is the most common issue and is usually caused by configuration or data filters.
Common reasons include:
Email validation filters blocking records (invalid or undeliverable emails)
Sync settings not fully enabled (e.g. contacts, leads, or accounts turned off)
Audience or ICP filters excluding contacts
CRM integration not fully configured
If some contacts are missing, check your sync settings and filtering rules first.
How should I configure my sync settings?
Sync settings determine what data is created or updated in your CRM.
Common questions include:
Should I sync leads, contacts, or accounts?
What do the sync toggles control?
What gets created vs updated?
There is no single “correct” setup, it depends on your workflow.
In general:
Sync contacts if you want sales-level engagement visibility
Sync accounts if you want account-level targeting and reporting
Review your CRM defaults (such as marketing vs non-marketing contacts in HubSpot)
What data is synced into my CRM?
Propensity syncs engagement and intent data to help teams understand account and contact activity.
This may include:
Website visits
Ad engagement (clicks, impressions)
Contact warmth and engagement signals
Intent data (account-level)
The exact fields and structure depend on your CRM and configuration.
Why are some contacts excluded?
Contacts may be excluded from syncing due to filtering or data quality rules.
Common reasons:
Invalid or undeliverable email addresses
Audience or buying group filters
CRM-side restrictions
If contacts are missing, review both Propensity filters and CRM rules.
How often does syncing happen?
Syncing is not always real-time.
Delays may occur due to:
Sync schedules (e.g. hourly or daily)
System processing time
CRM update cycles
If data is not appearing immediately, allow time for the next sync cycle.
Why is my data duplicated or mismatched?
Differences between Propensity and your CRM are usually caused by system rules.
Common causes:
CRM deduplication rules
Field mapping differences
Multiple data sources syncing into CRM
If records don’t match exactly, check your CRM logic and mappings.
Why do my numbers differ between Propensity and my CRM?
It is common to see differences in counts between platforms.
This can be caused by:
Filtering (email validity, ICP, audience rules)
Sync timing delays
Deduplication rules
Different object types (contacts vs accounts vs campaign members)
Where can I see intent data in my CRM?
Salesforce
Intent data is added as Propensity - Account Signals on account records.
You can view this data by:
Creating a report using Accounts with Propensity - Account Signals
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Adding fields such as:
Signal Name
First Identified
Last Identified
Number of Times Identified
This allows you to see which topics accounts are actively researching.
Since intent data is account-level, it can be combined with contact reports using:
Account rollups
Joined reports
HubSpot
Intent data is added to company records using:
Propensity Intent Signals
Propensity Competitor Intent
To report on this:
Create a company report
Filter for values in these fields
To use this in contact reports:
Use a multi-object report (companies + contacts)
Include the company intent fields
Do I get charged for contacts synced from the ABM Connected Website?
No.
Contacts identified and synced through the ABM Connected Website do not incur additional enrichment costs. This is included in your Propensity subscription.
How should sales use this data?
We recommend using Propensity data through tasks and reports.
Best practices:
Create tasks when a contact becomes “Hot”
Include engagement details (such as Warmth Reason)
Use reports and dashboards to prioritize outreach
The Propensity - Sales Dashboard in Salesforce is a good starting point.
Do I need to create custom fields in Salesforce?
No.
All required fields and objects are automatically created when installing the Propensity integration package.
How can I track campaign performance in Salesforce?
Use the pre-built dashboards included in the integration package.
The Propensity - ABM ROI Dashboard provides:
Campaign performance overview
Engagement metrics
Influenced pipeline and revenue
You can also:
Track campaign membership in Salesforce
Use the Propensity Warmth Reason field to understand what drove engagement
Can I troubleshoot or debug sync issues?
Troubleshooting typically involves reviewing:
Sync settings
Filters and validation rules
CRM configuration
To investigate specific issues, you can also use:
The CRM Sync Debugger to compare data between Propensity and your CRM
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The comparison tool in the Leads Manager to compare Propensity data with CRM records
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The tool can be accessed by doing the following:
Go to the Leads tab in your campaign
Click the lead's name
Click View HubSpot Comparison or View Salesforce Comparison
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These tools help you understand what is failing and where discrepancies may occur.
Additional debugging tools may be available depending on your setup.