Problem Description
Data in Vitally isn’t updating as expected from Salesforce or HubSpot, or changes made in Vitally aren’t reflecting in the integration. This can occur due to configuration mismatches, field limitations, mapping errors, or incorrect record matching. *Note this only works for traits.
Step-by-Step Solutions
1. Check the Record Connection
Ensure the Customer, Organization, or User record is linked to the correct Salesforce, HubSpot, or Stripe instance.
Verify that the integration is enabled and active.
Confirm that traits are mapped to Salesforce fields.
Use Vitally’s first-class Email trait for record matching.
Check if the Salesforce field type is compatible, such as using Picklist (Multi-select) for multi-select traits.
2. Manually Trigger a Resync
Go to the affected Customer in Vitally
Select Properties and select Hubspot or Salesforce
Select the Update or Push button on the top right
3. Wait for the Update
If the data still doesn’t update, wait a few minutes and refresh the page.
Best Practices for Integration
Always verify field compatibility and character limits before syncing.
Use Vitally’s first-class traits for critical integrations like email matching.
Regularly review and update field mappings to ensure accuracy.
Test changes in a sandbox environment before applying them to production.
8. Locate Salesforce-Mapped Traits in Account’s Traits Tab for Playbooks
If a Salesforce field is mapped to the Account object, it will appear under the Account’s Traits tab in Vitally, not under standalone Custom Objects in Playbooks. Solution:
Check the Account’s Traits tab in Vitally to locate the mapped fields.
7. Verify Trait Mapping to Salesforce Fields
Traits that are not linked to Salesforce fields will not update via the integration. This includes custom traits or traits updated by other processes (e.g., Playbooks or manual edits). Solution:
Verify whether the traits are mapped to Salesforce fields.
Check if the traits are roll-ups/formulas (updated hourly) or custom/unmapped traits.
6. Confirm Use of Vitally’s First-Class Email Trait
If Salesforce traits are not syncing to Vitally users, it may be due to incorrect record matching. Using a custom "Email" trait instead of Vitally’s first-class Email trait can cause this issue. Solution:
Verify that the integration uses Vitally’s first-class Email trait for record matching.
Update the integration settings and save changes.
Update the corresponding Salesforce contact records to trigger a sync.
5. Verify Salesforce Field Type for Multi-Select Traits
For a Vitally multi-select trait to sync from Salesforce, the corresponding Salesforce field must be a Picklist (Multi-select). A standard Picklist (single select) will not map correctly. Solution:
Update the Salesforce field type to Picklist (Multi-select).
Wait for the integration to detect the change.
Map the field in Vitally.
4. Check Field Character Limits
If Vitally custom traits are not syncing, it may be due to a push error caused by exceeding Salesforce field character limits. When one trait fails, all traits in the sync batch may fail. Solution:
Check the character limits of the Salesforce target fields.
Adjust the field limits or shorten the data being sent from Vitally.
Once the issue is resolved, all traits should sync correctly.
Check if the Salesforce field character limits are exceeded, as this can cause syncing failures for all traits in a batch.
FAQ
Q: How often does Vitally sync with Salesforce/HubSpot automatically?
A: Normally, updates sync every hour, but you can now manually trigger a sync anytime.
Q: What happens if the resync button doesn’t fix the issue? A: Double-check the record’s connection, refresh the page, and if needed, contact support for further troubleshooting. Q: What happens if one trait fails to sync? A: All traits in the sync batch may fail. Resolve the specific issue to enable syncing. Q: Can multi-select traits sync from Salesforce? A: Yes, but the Salesforce field must be a Picklist (Multi-select). Q: Why aren’t my custom traits appearing in Playbooks? A: Check if the traits are mapped to the Account object instead of standalone Custom Objects.