Learn how you can troubleshoot syncing leads from Facebook Lead Ads in Zoho Social

How can I troubleshoot syncing leads from Facebook Lead Ads to Zoho CRM?

Please write to support@zohosocial.com to help you sync leads from Facebook lead ads to CRM. In the meantime, here are a couple of scenarios that you can troubleshoot on your own. 

1. CHECK IF THE FACEBOOK PAGE NEEDS TO BE RECONNECTED
Solution: You'll be notified by e-mail as soon as the Facebook Page gets disconnected from Zoho Social. Here's what you need to do:
  1. Log in to Zoho Social.
  2. Click on Settings (wheel icon) at the top right corner and tap on Social Channels.
  3. Reconnect your Facebook Page.
2. CHECK IF THE FACEBOOK AD ACCOUNT NEEDS TO BE RECONNECTED
Solution: You'll be notified by e-mail as soon as the Ad Account gets disconnected from Zoho Social. Here's what you need to do:
  1. Log in to Zoho Social.
  2. Navigate to Posts tab and click on Facebook Lead Gen.
  3. Reconnect the Facebook Ad Account.
3. CHECK IF THE BRANDS IN ZOHO SOCIAL ARE IN SYNC WITH ZOHO CRM
Solution: Please make sure that the Social module in Zoho CRM has the same brands set up as in Zoho Social. Here's what you need to do:
  1. Log in to Zoho CRM.
  2. Navigate to the Social module.
  3. Make sure the same brands as in Zoho Social are imported to Zoho CRM.
  4. Select the checkbox beside the appropriate brands and click on Import.
4. CHECK IF THE FORM IS IN SYNC WITH CRM
Solution: Please make sure that you have switched ON the toggle for the specific form or all forms. Here's what you need to do:
  1. Log in to Zoho Social.
  2. Navigate to Posts tab and click on Facebook Lead Gen.
  3. Go to the section Lead Forms.
  4. Make sure the CRM integration toggle is switched ON for the respective lead form.
  5. If leads are still not flowing into CRM, make sure the toggle in the Settings > Lead Generation tab is switched ON. 
5. CHECK IF THE MANDATORY FIELDS ARE MAPPED
Solution: It is mandatory that your Facebook lead form has a field that is mapped to the Last Name field in CRM for this integration to work. Here's what you can do: 
  1. Log in to Zoho Social.
  2. Navigate to Posts tab and click on Facebook Lead Gen. 
  3. Go to Lead Forms tab.
  4. Make sure every lead form has a field that is mapped to Last Name field in the standard layout of Zoho CRM.
  5. Click on Edit Mapping to change the mapping and save the mapping by clicking on Update.
6. CHECK IF YOU HAVE GIVEN LEAD ACCESS TO ZOHO
Solution: Your leads won't be in sync if you haven't provided lead access to Zoho in Facebook Business Manager. Here's what you can do:
  1. Log in to Facebook and head to Business Manager Settings: https://business.facebook.com/settings
  2. Click on Leads Access on the left panel https://business.facebook.com/settings/leads-accesses
  3. Click on the CRM tab. You should now see a list of CRMs and their access levels.
  4. Check the box next to Zoho and then click Assign Access.
7. CHECK IF YOUR LEAD FORM IS UNIQUE TO ONE AD ACCOUNT
If your lead form is being used in multiple Facebook ad accounts, Zoho Social will capture leads associated only to one ad account in the corresponding Brand. 
New leads from the lead ads will start syncing with Zoho CRM once you've done the necessary settings. In case you need help to push leads that did not previously sync with CRM, shoot an e-mail to support@zohosocial.com


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