Facebook Lead Ads - Frequently Asked Questions
What plans is the Lead forms Integration available on?
The Lead Forms integration is available on Premium, Agency, and Agency Plus plans of Zoho Social.
Important
The Lead Forms module has been deprecated for users signing up to Zoho Social from the 19th of April, 2024. If you wish to synchronize leads from Facebook Lead Ads and Forms to Zoho CRM, and Bigin please use the LeadChain extension from the Zoho CRM or Bigin's Marketplace. Read More: LeadChain - An Overview
Why is my CRM layout not showing in Zoho Social?
You can check the CRM layout applied to a lead form in the detailed view of the form.
If a CRM layout is not showing in the Lead Forms module of Zoho Social for an admin, it might be because the layout's access permission is not assigned to the Zoho Social admin. You can check the access permissions of the CRM Layout in your Zoho CRM under Setup -> Customization -> Modules and Fields -> Leads -> Layouts. Click next to the layout that's not visible and go to Layout Permission. Ensure that permission is provided to your Social account admin.
Why is my assignment rule not showing in Zoho Social?
If your assignment rule isn't showing in Zoho Social, it could be because the rule is created in some other module. Only the rules created under the Leads module of Zoho CRM will be listed and available to apply to leads in Zoho Social.
Can I sync the converted leads information back to Facebook?
Zoho Social currently does not support conversion leads synchronization in the lead forms integration feature. However, to track the lead IDs for your leads, you can map the Lead ID field with a CRM single line custom field, and your future leads will have this data updated.
To sync the Lead Form name:
To sync the Lead Form name:
- Create a Single Line custom field in the Leads module in Zoho CRM. It will be available for mapping from Zoho Social.
- In your Social dashboard, go to Lead Forms and click Edit Mapping under Additional Fields Mapping.
- Map the Lead ID field with a CRM field and click Update.
How can I push existing leads to Zoho CRM?
If some of your older leads haven't synced to CRM, click on the lead form that has unsynced leads, then click Retry sync to sync the leads to CRM. This will sync your existing leads, and the auto-sync will take care of syncing the real-time leads information.
How can I test my real-time leads sync?
To test if the auto-sync is working fine between your Facebook lead form -> Zoho Social -> Zoho CRM, you can create a test lead here and see if the information reflects in Social and CRM.
While creating the test lead, please ensure that the field doesn't contain any special characters.
How can I avoid duplication of leads on CRM?
You can enable the duplicate check by using the email address as a unique field. Follow these steps to enable the duplicate check:
- Go to Setup > Customization > Modules and Fields.
- Select the Leads module.
- Hover your mouse over the Email field.
- Click on Settings > Do not allow duplicate values.
Some of my leads aren't getting pushed to Zoho CRM due to duplication. How can I handle this?
The Leads module in your Zoho CRM may have a duplicate check enabled, and that's why some of your leads that could have been resubmitted on the form are not getting pushed to your CRM. To allow all leads to sync, you can remove the duplicate check in CRM by unmarking the Do not allow duplicate values option for the required email/phone fields.
Alternatively, the leads UPSERT workaround can be useful if you don't want duplication of records in the leads module. The workaround can be enabled from the backend, to update existing lead records with new information when a lead tries to resubmit information on a form. To enable the UPSERT workaround, please drop an email request to support@zohosocial.com from your Zoho Social admin account.
What is the Lead UPSERT workaround? When do I need to use it?
If you have any re-enquiries from existing leads through your lead forms, your leads might not get synced automatically to CRM due to duplication of information. In such
cases, you can use the Lead UPSERT workaround to update existing leads with new information. To let us enable this workaround from the backend, please drop an email request to support@zohosocial.com from your Zoho Social admin account.
Can I set automated lead capture actions on Social?
Yes, you can automate your lead capture actions on Zoho Social either by defining the action or keywords. Go to Settings -> Lead Generation -> Facebook to access the social action settings for Facebook. There is a set of pre-defined actions for which you can automate your lead capture. You can define keywords wherever necessary, and click the toggle to apply the rule to your lead forms. You can add the information and map it either as a lead or a contact in your Zoho CRM.
Can I apply an assignment rule specific to a lead form?
We currently do not support Form/Brand specific assignment rule selection in Zoho Social. The selected rule will apply to all forms/brands in common.
Where can I find the leads from my lead ads in Zoho CRM?
Click on the ellipsis (...) in the top bar and navigate to the Lead Forms tab. Click on the lead form you want to see the leads for and navigate to the Leads tab. You will be able to view all the leads and the associated information obtained from that particular form. Click 
to download the leads as a CSV file. Click 
to add or remove columns.
Why don't I see leads of my last lead gen campaign?
It depends on when you ran the campaign and if the lead form is still active. Facebook keeps hold of the leads of only the last 90 days of your active lead forms. We recommend you either download the leads from time to time or integrate with Zoho CRM to automatically push all the leads into Zoho CRM.
Can I create a lead ad or a lead form directly from Zoho Social?
No, you can't create a lead ad or lead form directly from Zoho Social.
Why are my Facebook Lead Ads not syncing even on reconnecting the Facebook page?
On Zoho Social, Lead Ads are updated every one hour along with the leads that are recently added to the Ad account. We'd recommend you wait for the Ads to be updated automatically or a new lead to be submitted for the Lead Ad status to refresh for your Lead Ads to sync.
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:
- Log in to Zoho Social.
- Click on Settings at the top right corner and tap on Social Channels.
- 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:
- Log in to Zoho Social.
- Navigate to Lead Forms tab and click on Facebook.
- 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:
- Log in to Zoho CRM.
- Navigate to the Social module.
- Make sure the same brands as in Zoho Social are imported to Zoho CRM.
- 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:
- Log in to Zoho Social.
- Navigate to Lead Forms tab and click Facebook.
- Make sure the Auto sync toggle is switched ON for the respective lead form.
- Additionally, make sure the toggle next to the specific social action 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:
- Log in to Zoho Social.
- Navigate to Lead Forms tab and click Facebook.
- Make sure every lead form has a field that is mapped to Last Name field in the standard layout of Zoho CRM.
- 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:
- Log in to Facebook and head to Business Manager Settings: https://business.facebook.com/settings
- Click on Leads Access on the left panel https://business.facebook.com/settings/leads-accesses
- Click on the CRM tab. You should now see a list of CRMs and their access levels.
- 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
Best Practices for Lead Generation through Facebook Lead Ads
- Before you enable Facebook lead generation, make sure you have the necessary fields in the Leads module in CRM. Review the standard CRM fields such as Name, E-mail, Phone and Company we’ve automatically mapped on your behalf. You can edit mapping for all forms, specific forms or just for your active ads
- It is best to map each Facebook form field to a unique field in your CRM. If two Facebook form fields are mapped to the same field in CRM, then the information will be updated based on the field that last received an update from Facebook
- It’s mandatory to map a Facebook field with the Last Name field in Zoho CRM to initiate sync.
- To keep your sync active for all or a select few lead forms, make sure the auto sync toggle in the Lead forms tab is always switched ON
- Whenever a new lead form is used for an active lead ad, we'll sync the default fields with your CRM. However, you'll have to manually edit mapping for custom questions by logging in to Zoho Social
- Click on the refresh icon to see the changes to the lead forms that were made directly from Facebook.
Who can set up Facebook Lead Ads integration in Zoho Social?
Unless the Business Manager Admin hasn't customised lead access in Business Manager Settings, Facebook Ad Account admins who are Admins in Zoho Social can set up lead ads. That is, it is necessary that you are the Ad Account Admin and a Portal /Brand Admin in Zoho Social to set up this integration.
Please note that if lead access has been recently granted to only a few apps, the lead information will be pushed to only those apps you've explicitly granted permission. Business Manager Admins will have to grant Zoho Social the permission to pull leads from Facebook.
Why am I not able to see my Facebook lead ads in Zoho Social?
This could be due to any of the following reasons:
- Your ad didn't meet Facebook's advertising policies. You'll receive an email or a notification in your Ad account if this is the case.
- Your Facebook token has expired and you need to reconnect.
- You might have connected the wrong ad account. Try connecting it to another ad account by clicking Manage ad account top right corner of the screen and clicking Disconnect Ad Account.
Why am I not seeing the right Facebook ad account in Zoho Social?
Once you click Set up Facebook Lead Ads Now, we will list out the ad accounts that run lead ads for the Facebook profile that's connected to that Brand. Click Disconnect in the same popup to connect another Facebook profile, so that you see a different set of ad accounts associated to the newly connected profile.
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