If the CRM sync status for an activity appears blank, this is expected in certain situations. However, if none of the conditions below apply, the blank status may indicate a problem that needs further investigation.
When a Blank Status Is Expected
A blank CRM sync status is normal if any of the following is true:
The activity is not matched. If the activity hasn't been matched to a record, no sync status will be shown.
The activity is scheduled for today or in the future. Activities that haven't occurred yet will not have a sync status.
The activity originated in Salesforce. Activities pulled from Salesforce — such as calls or chats — will show a blank status because they were not synced to Salesforce; they already exist there.
Troubleshooting an Unexpected Blank Status
If none of the above conditions apply and the sync status is still blank, follow these steps:
Confirm the activity is matched. Check whether the activity is linked to a contact, lead, or opportunity in Salesforce. If it isn't, match it and allow time for the sync to process.
Check the activity date. Verify that the activity occurred in the past. Future-dated or same-day activities will not display a sync status until after the activity date.
Determine the activity source. Confirm whether the activity originated in Salesforce (e.g., a logged call or chat). If so, a blank status is correct behavior and no action is needed.
Allow time for the sync to complete. If the activity was recently matched or updated, wait a few minutes and refresh the page to see if the status populates.
Need Help?
Reach out to your CSM or email support@backstory.ai.