Integration FAQs

How does SmartReach.io sync with CRMs like Hubspot, Pipedrive, Salesforce & Zoho?

A: SmartReach.io syncs with HubSpot in two ways:

Method 1: Sync active or static lists from HubSpot directly while setting up a campaign. This enables 2-way syncing of email activity (opens, clicks, replies).

Method 2: Upload contacts via a CSV file and enable activity sync from the HubSpot settings in SmartReach. This automatically syncs email interactions with HubSpot.
Learn more about SmartReach-HubSpot integration here.

How do I start an integration with SmartReach.io?

A: Go to Team Settings > Integrations, then click "Connect Now" next to the Integration of choice.

Does deleting contacts in my CRM delete them in SmartReach.io?

A: No, deleting a contact in your CRM does not delete it in SmartReach.io. You need to delete contacts manually in SmartReach. Similarly, if you delete contacts in SmartReach, your contacts do not delete in your CRM.

Why is a campaign assigned to the wrong user after syncing from HubSpot?

A: When syncing, the ownership of prospects may temporarily transfer to the campaign owner in SmartReach.io before reverting back to the original HubSpot owner. HubSpot sends email notifications about this change.

How do I start an integration with SmartReach.io?

A: Go to Team Settings > Integrations, then click "Connect Now" next to the Integration of choice.

What data can I sync with my CRM?

A: You can sync:

Users
Contacts
Mapping fields
Activities with a contact
Syncing statuses or labels

SmartReach provides native integrations with Hubspot, Salesforce, Pipedrive, and Zoho CRM. Alternatively you can even connect a CRM via Zapier or Make.com

Does deleting contacts in my CRM delete them in SmartReach.io?

A: No, deleting a contact in your CRM does not delete it in SmartReach.io. You need to delete contacts manually in both systems.

Can I sync a Do Not Contact (DNC) list from my CRM to SmartReach.io?

A: Yes, you can add specific Contact or Lead lists from HubSpot to the SmartReach.io Do Not Contact list. You can sync them up in the first step when you connect the CRM.

Why are all my contacts marked as "Do Not Contact" (DNC), and why can't I change their categories? Every time I try, it reverts back to DNC.

A: While integrating with your CRM, you may have selected the option to sync all contacts into SmartReach's Do Not Contact (DNC) list. As a result, any changes you make revert back to DNC due to the integration settings.

Please update the integration settings and try categorizing the contacts again. To categorise them in bulk, you can select the contacts and click on "More Actions" in the top right and change prospect category.

Why are my contacts not syncing, or why is status not syncing?

A: Try reconnecting your CRM. Initial syncs may take time if the list size is large. If you have added new contacts, they may take a bit longer to sync.

What permissions are required to connect my CRM to SmartReach.io?

A: For HubSpot, the account must have admin permissions. Other CRMs may require similar or API access roles. Salesforce requires you to be on their Pro plan.

Can I connect multiple CRM accounts to SmartReach.io?

A: No, you can only connect with one CRM.

How long does the initial sync take?

A: Syncing time depends on the size of your contact list. Large lists may take up to 10 minutes or longer.

Do I need API keys to connect SmartReach.io to HubSpot, Salesforce, or Zoho CRM?

A: SmartReach.io typically uses OAuth for authentication; no manual API key entry is required.

What data is synced between SmartReach.io and HubSpot, Salesforce, Pipedrive, and Zoho?

A: SmartReach.io syncs contacts, email engagement metrics (opens, clicks, replies), and custom fields.

How often is data synced between my CRM and SmartReach.io?

A: The sync is triggered when campaigns are launched or when users manually sync from Team Settings.

Why are some of my contacts not syncing to SmartReach.io?

A: Possible reasons include:

Contacts missing email addresses
Duplicate entries filtered out
Sync limits or manual settings preventing full sync

Does SmartReach.io sync bidirectionally with CRMs?

A: Yes, it offers two-way syncing of email engagement data with HubSpot.

How do I handle duplicate contacts during sync?

A: SmartReach.io automatically detects duplicates and prevents them from being imported.
Campaign & Contact Management

Can I sync static lists from HubSpot or Pipedrive?

A: Yes, HubSpot supports static lists. For Pipedrive, ensure contacts are added to filters.

How do I map custom fields between SmartReach.io and my CRM?

A: Custom fields can be mapped during the CRM setup process under “Field Mappings.” You can create a custom field as and when needed.

What happens if I delete a contact in my CRM?

A: Deleted contacts are not automatically removed from SmartReach.io.

Why are email interactions not appearing in HubSpot?

A: Check if syncing is enabled and verify the connection status. If the problem persists, reconnect your HubSpot account.

Can I sync SmartReach.io’s Do Not Contact (DNC) list with my CRM?

A: Yes, specific lists can be marked as DNC in HubSpot or other CRMs for synchronization.
Common Troubleshooting

Why do I receive ownership change notifications from HubSpot?

A: During syncs, temporary ownership of prospects may switch to the campaign owner before reverting back.

My integration was working but suddenly stopped. What should I do?

A: Reconnect the CRM from Team Settings and check for any expired OAuth permissions.

What happens if I disconnect my CRM from SmartReach.io?

A: Disconnection stops all future data syncs. Existing data will remain in SmartReach.io.

Is there a limit to the number of contacts I can sync?

A: CRM sync limits depend on your plan. Verify your SmartReach.io subscription for contact limits.

Are there any restrictions on syncing Salesforce data?

A: Salesforce syncing may require custom permissions depending on your organization’s security settings.