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When a value Attention filled in from a call doesn’t show up in your CRM, check three places: the call’s CRM tab, the field configuration, and Workflow Logs. Attention has two versions of field configurations. In V2, the New configuration dialog has a Push to CRM switch. In V1, fields have an Analysis Scope setting and a workflow sends their values to your CRM. Where the causes differ, this page splits them into V2 and V1.

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Check the call’s CRM tab

Open the call and click the CRM tab.

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Check the field configuration

Click your name at the bottom of the sidebar, then Settings → CRM Settings.

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V2

Open the configuration under CRM Field Configurations and look for these notices:
  • “This configuration has no CRM push target yet.” You see it when you add a CRM field. Open the menu next to the configuration name and click Edit settings. Turn on Push to CRM, choose the Push mode, CRM account and CRM object, and click Save changes. Then add the CRM field.
  • “CRM disconnected. Reconnect your CRM to pick a push target.” You see it under Push to CRM when your organization has no CRM connected. Connect your CRM as described in Salesforce or HubSpot.
  • “Custom Attention fields stay in Attention and are not synced back to your CRM unless you link them to a CRM field.” The field is a Custom Attention field with no CRM field linked. Click the field, then pick a CRM field in Add destination under Linked CRM fields (optional). The notice changes to “This field is linked to … and will push its value to your CRM.”
To check the fields before a push, click Validate at the top of the configuration page. Attention checks each CRM field against your CRM’s rules and shows Passes or the problem it found. Enter sample values, such as a picklist option, to check them too. After you fix something, click Validate again. See Set Up CRM Field Configurations (V2).

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V1

A workflow sends the fields to your CRM. Under Connect Attention fields to CRM fields with workflows, check that:
  • The switch next to the workflow name is on.
  • The workflow’s Update Platform Record step uses the right Field Configuration, and each field you expect has a row under Field Mappings.
  • Each picklist field lists, under Picklist Details, the same values as your CRM picklist. Check Multi-select only when the CRM field accepts more than one value.
See Set Up CRM Field Configurations (V1).

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Check which record types sync

Attention can only link a call to a record type it syncs from your CRM.
  1. In CRM Settings, click Manage next to your CRM.
  2. Make sure Sync Opportunity (Salesforce) or Sync Deal (HubSpot) is selected, along with the other record types you use.
  3. Click Save.
Turning off some record types stops other features. For example, without Contact, Attention stops matching calls to records automatically, though a record can still be picked on the call by hand. See Sync warnings.

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Find failed pushes in Workflow Logs

Each time Attention sends fields to your CRM, Workflow Logs records the result, with the reason when it fails.
  1. Click your name at the bottom of the sidebar, then Settings → Workflow Logs.
  2. Narrow the list:
    • All statuses: choose Failed to see only the pushes that didn’t go through.
    • All workflows: choose one workflow.
    • Filter by date: pick a date range.
    • Search by conversation title: type at least 3 characters of the call’s title.
  3. Read the Result column. A failed push shows what went wrong and the field it affected.
  4. Click How to fix next to the result. A popover explains the cause and lists the Steps to resolve.
Click a call’s title to see the value Attention tried to write.

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Common errors in Workflow Logs

Most fixes are a change to the field in Attention or to the field in your CRM. A CRM validation rule can also need your CRM admin.
Attention produced a value that doesn’t match any option in your CRM picklist. Add the value to the picklist in your CRM, or make the field’s picklist options in Attention match your CRM and tell the prompt to choose only from them.
The answer went over the field’s character limit. Change the field to a long text area in your CRM, or add a length limit to the prompt, such as “Keep the answer under 255 characters”.
Your CRM manages this field and doesn’t let Attention write to it. Remove the field from the configuration (V2) or from the workflow’s Field Mappings (V1).
When no date is mentioned on the call, the answer is a sentence instead of an empty value, and your CRM rejects it. Tell the prompt to return nothing when it finds no date, or change the CRM field to a text field if you want the explanation saved.
The answer included symbols or notes, so it couldn’t be saved to a number field. Tell the prompt to return only a number, and nothing when it’s unknown.
Attention returned several values, but the CRM picklist accepts only one. In Attention, set the field to single select (in V1, uncheck Multi-select), or change the CRM field to multi-select.
Your CRM has its own rule that prevents the record from being saved. The message in Result is that rule’s wording, not Attention’s. If the rule needs a value Attention can provide, make sure the field always returns one the rule accepts, or add the field the rule asks for. If the rule blocks any update to the record, such as a closed opportunity, ask your CRM admin to exempt the Attention integration user.
The field was renamed or deleted in your CRM. In Attention, point the field at a CRM field that exists or remove it from the field configuration, or re-create the field in your CRM.
The answer was higher than the largest value the field accepts. Tell the field the valid range, such as “Enter a value between 0 and 100”.
The value didn’t match the format the field expects, and your CRM didn’t say which type it wanted. Check that the field’s response type in Attention matches the CRM field’s type, and open one of the affected calls to see the value Attention tried to write.
Need help? Contact support@attention.com.