Have you used one of our list integrations within Campaigns but the contacts aren't coming through to your email service provider or CRM? Here's how to troubleshoot it.

First, be sure that you have added your integration in the ‘Integrations' screen, which can be accessed from the top nav. 

Next, did you map the required fields? The only required field we have is Email, but if you setup your list at your email service provider (ESP) or CRM with required fields, you'll need to be sure you are including those fields in your campaign form AND that those fields are mapped to all required fields.

Next, be sure you didn't create a new Email field. Sometimes people have not used our Email field in the Form Editor, but instead created a new field and named it something else. This won't work. You will need to use our Email field. You can change the label text, but it has to be the same field.

Next, when you setup your campaign, did you select the correct list in the Settings step? After you select the integration it may ask for the list. Be sure and choose the list in your ESP or CRM that you want contacts sent over to.

Next, be sure all required fields are included in the form you select for the campaign. When you create the form in campaign Settings, be sure you make the fields that are required in your ESP or CRM also required fields in your form here.

Next, when you are testing, don't use your email address because it is probably already in your ESP or CRM and duplicates will not work. Make up a different email address to test with and be sure you fill in all required fields. It must be a real email address though, because many ESP's will know it's fake and will block it. Also, you may have to turn off double opt-in at your ESP if they aren't sending the email confirmation when running your tests.

After submitting to the campaign, give it a few minutes and check your ESP or CRM for the new contact. If you can't find the test contact in your list, please contact us in support. We will need the following from you:

1. Microsite URL of your campaign, so we can submit an entry too to see if it comes through
2. Screenshot of your Form Editor. We need to see all form fields
3. Screenshot of the Integration screen where all fields are mapped

Troubleshooting Integration Issues

Introduction

If you're encountering issues with contacts not syncing to your email service provider (ESP) or Customer Relations Manager (CRM) via our listed integrations, follow these steps to troubleshoot the problem.

Step 1: Verify Integration Setup

• Ensure that you've added your integration in the Integrations screen, accessible from the top navigation.

Step 2: Field Mapping

• Check if you've mapped all required fields.
  • Mandatory Field: Our system requires the Email field.
  • If your ESP/CRM requires additional fields, ensure they're included in your campaign form and properly mapped.

Step 3: Use Correct Email Field

• Confirm that you haven't created a new Email field in the Form Editor.
  • Use the predefined Email field provided by our software. You can modify the label text, but the field must remain the same.

Step 4: Select Correct List in Campaign Settings

• During campaign setup, did you choose the appropriate list for your contacts to be sent to in your ESP or CRM? Make sure the correct list is selected in the Settings step.

Step 5: Include All Required Fields in the Form

• In the campaign settings, ensure that all fields required by your ESP or CRM are also marked as required in your form.

Step 6: Testing the Integration

• Avoid using your email address for testing, as it might already exist in your ESP/CRM, and duplicates won’t be processed.
• Use a unique, real email address for testing. Note that many ESPs can detect fake addresses and block them.
• Consider disabling double opt-in features in your ESP during testing to avoid issues with email confirmations.

Step 7: Post-Submission Check

• After submitting a test entry to the campaign, wait a few minutes and then check your ESP or CRM for the new contact.

Need More Help?

If the test contact doesn't appear in your list, please contact our support team with the following information:

• Microsite URL: Provide the URL of your campaign.
• Screenshot of Form Editor: We need to view all form fields.
• Screenshot of Integration Screen: Show where fields are mapped.

For any issues not resolved by these steps, our support team is ready to help ensure a smooth integration with your ESP or CRM integration.