Playbooks CRM Records and Tasks Syncing

Overview

Playbooks syncs information almost instantaneously with your CRM every time you complete an action in Playbooks or send an email through Track and Sync. You can also make updates to CRM records from your Playbooks screen. You can complete actions or make updates in one place and let Playbooks take care of the rest by sending the information directly back to your CRM.

There are 3 main CRM entities syncing actions related to this integration:

Retrieve records from CRM.
Update records in CRM.
Sync tasks with CRM.
- Retrieving CRM Task Schema along with task syncing.

Record vs Task Syncing

When you complete a task in Playbooks, the activity is logged back to the record in your CRM. The only supported records Playbooks writes to are Accounts, Contacts, Leads, Opportunities, and Cases (Cases need to have further setup if this is wanted to be used). If the task you’re working on is associated with an Opportunity, Account, or Case, Playbooks relates completed activities to the person and the Opportunity, Account, or Case. Your tasks only sync to the record if there is a history established for that record. If you have an ad hoc phone call task that didn’t sync to the proper record, you can resolve the issue by adopting the phone call.

You can also make updates to records in Playbooks by editing them directly from the record view. Your CRM will sync these changes to the record unless they have been added as an unsynced field. If you make changes to a record in your CRM, you can either wait for Playbooks to automatically sync with your CRM or sync the record manually (see the related article below for instructions). Playbooks query the CRM for changes to a Playbooks record every 12 hours, so it’s usually recommended to sync any changes as you make them.

Note: The syncing of records (contacts or accounts) is performed every 12 hours. However, activities or tasks should be syncing to CRM almost instantly (for example, Play Status field).

Task Sync Log

Playbooks create its' own Task Log which can serve as a resource when determining why tasks aren’t logging to your CRM. Create the Task Sync Log to review what errors have occurred and determine a solution from there. The errors in the log record the exact error code your CRM sends to Playbooks. These codes may not provide a simple answer.

The Task Sync Log downloads the last 30 days of tasks and may be a large file. Make sure downloading the file will not impact other internet considerations.

Downloading the Task Sync Log

Task Sync Troubleshooting

Once a task is completed, Playbooks syncs with your CRM nearly instantaneously. If you have completed tasks that aren’t showing in your CRM, you may need to troubleshoot the connection between your CRM and Playbooks. If the Access User or Non-Interactive User is disconnected, Playbooks won’t sync tasks. Once the connection has been reestablished, any tasks completed will sync to the CRM.

Sometimes, syncing issues are caused by errors in your CRM. Verify validation rules in the CRM aren’t preventing activity records from being created. If you have tried the solutions above and are still receiving errors in the sync log, reach out to your CRM admin for help resolving the issue.

It is important to understand that it is normal when a record (contact or account) is being synced to CRM within 12 hours. But if there is a several hours delay in syncing certain fields for a task/activity (such as Playbooks Play Status field), there may be a backend issue in Playbooks, as data about activities should be syncing almost immediately.

If there is a several hour long delay in syncing activities/tasks, it may be caused by an outage; and if there is no related incident created, it needs to be escalated to SaaS.

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Priyanka Bhotika
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