Validate and Troubleshoot Your Capsule CRM Integration

This article provides troubleshooting steps and validation techniques to ensure your Capsule CRM integration is working correctly in both directions.

Verify Your Workflows Are Active

Before troubleshooting data issues, confirm your Zapier workflows are active and running:

1. Log in to your Zapier account.
2. Navigate to "Zaps" to see all your workflows.
3. Check that all your Capsule CRM workflows show as "On" or "Active".
4. Review the "Zap Runs" for each workflow to see recent executions by entering the workflow and clicking the option on the left-hand side.
5. If a workflow is paused or off, publish it to turn it back on.

Test With Sample Data

To verify your workflows are configured correctly:

1. In Zapier, open one of your Capsule CRM workflows.
2. Click "Test" on each step to run it with sample data.
3. Verify that each step completes successfully without errors.
4. Check that the final action step (Create Lead or Create Customer) shows success.
5. Look in the destination platform to confirm the record was created.

Troubleshoot WhatConverts to Capsule CRM Workflows

Issue: Contacts Not Being Created in Capsule CRM

Possible causes and solutions:

• Workflow is paused or turned off: Check your Zapier dashboard and turn the workflow back on
• API credentials expired: Reconnect both your WhatConverts and Capsule CRM accounts in Zapier
• Required fields missing: Verify that the WhatConverts lead has all required information (name, email, or phone)
• Trigger not firing: Check WhatConverts to confirm new leads are actually being tracked

Issue: Lead ID Not Storing in Capsule CRM

Possible causes and solutions:

• Custom field not created: Verify you created the custom field in Capsule CRM for storing Lead IDs
• Field not mapped: Check your workflow to ensure the Lead ID from WhatConverts is mapped to the correct custom field in Capsule
• Field type mismatch: Ensure the custom field in Capsule is set to the correct field type
• Wrong object type: Make sure you created the custom field on the correct module (Person)

Issue: Duplicate Contacts Being Created

Possible causes and solutions:

• No duplicate checking: Capsule CRM may not automatically prevent duplicate contacts. Consider adding a "Find Person" step before creating to check for existing contacts and only continue if no match is found.
• Different contact information: If phone or email formatting differs slightly, Capsule may not recognize them as duplicates
• Workflow triggering multiple times: Check your Zapier task history to see if the workflow is running multiple times for the same lead

Troubleshoot Capsule CRM to WhatConverts Workflows

Issue: Leads Not Being Updated in WhatConverts

Possible causes and solutions:

• Lead ID not stored: If the Capsule contact doesn't have a WhatConverts Lead ID in the custom field, the update can't find the correct lead
• Lead ID field not mapped: Verify your workflow is pulling the Lead ID from the correct custom field in Capsule
• Wrong lead ID value: Check that the stored Lead ID actually corresponds to an existing lead in WhatConverts
• Find Lead step failing: If using the Find Lead approach, ensure the phone or email exactly matches the lead in WhatConverts

Issue: Quote/Sales Values Not Updating Correctly

Possible causes and solutions:

• Wrong field mapping: Verify you're mapping the correct Capsule fields to Quote Value and Sales Value in WhatConverts
• Data type mismatch: Ensure the values being sent are numbers, not text
• Empty values: Check that the Capsule contact actually has values in the quote or sales fields
• Field mapping to wrong WhatConverts field: Confirm you're updating the correct fields (Quote Value vs Sales Value)

Issue: Workflow Updates Wrong Lead

Possible causes and solutions:

• No Lead ID stored: Without the stored Lead ID, the Find Lead step may match the wrong lead if multiple leads share similar contact information
• Search criteria too broad: If searching by partial phone or email, you may match incorrect leads. Use exact match criteria
• Multiple leads with same contact info: Some businesses may have legitimate duplicate contact information. This is why Lead ID storage is critical

Issue: Trigger Firing Too Often

Possible causes and solutions:

• Trigger set to any update: If your trigger is "Updated Person" without filters, it will fire on any field change. Add trigger filters to only fire on specific field updates
• Bulk updates in Capsule: If you're doing bulk updates in Capsule, this may trigger many workflow runs. Consider temporarily pausing the workflow
• Integration loops: Ensure you don't have workflows that create circular updates between the platforms

Validate Data Accuracy

For WhatConverts to Capsule CRM workflows

1. Create a test lead in WhatConverts with known details.
2. Wait for the workflow to trigger (usually within 1-15 minutes).
3. Check your Capsule CRM account for the new contact.
4. Verify all mapped fields are populated correctly.
5. Confirm the Lead ID is stored in the custom field.

For Capsule CRM to WhatConverts workflows

1. Update a contact in Capsule CRM with a quote or sales value.
2. Ensure the contact has a WhatConverts Lead ID stored in the custom field.
3. Wait for the workflow to trigger.
4. Check WhatConverts to confirm the lead was updated with the correct values.
5. Verify the update was applied to the correct lead (check using the Lead ID).

Check API Connection Status

If you suspect authentication issues:

1. In Zapier, open your Capsule CRM workflow.
2. Click on any Capsule step.
3. Click "Change" next to the connected account.
4. Try reconnecting with your Capsule CRM credentials.
5. Repeat for WhatConverts connection if needed.
6. Test the connection by running a sample through the workflow.

Related Topics

• What is the Capsule CRM Integration?
• Connect WhatConverts to Capsule CRM
• Understand the Capsule CRM Integration
• Send Leads from WhatConverts to Capsule CRM
• Send Quote and/or Sales Value from Capsule CRM to WhatConverts