Facebook Lead Ads - Frequently Asked Questions
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
10. 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.
11. 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.
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