Syncing between Access CRM and Unleashed is essential for maintaining accurate and up-to-date company records.
Take a look at some of our guides for more information about the integration:
Common Syncing Issues and Solutions
Various issues can arise due to system settings, classification rules, or manual errors.
⚠️ Important: Unleashed is a cloud integration and does not use Automation Manager. If orders or sales transactions placed in Unleashed are not appearing in CRM, this is not resolved by checking or restarting imports in Automation Manager. Unleashed data syncs automatically via the cloud integration on a scheduled basis.
Contacts not syncing to Unleashed
Cause: Two-way sync updates existing company records but only creates contacts if they are associated with an existing company in Unleashed. If a company is created as a 'prospect' in CRM and later as a customer in Unleashed, the contact must be linked to the existing company in Unleashed.
Solution: Ensure the contact is associated with the correct company in Unleashed. Refer to the Unleashed Two-Way Sync Guide for detailed instructions.
New Companies not syncing
Cause: A new company record in CRM will not sync unless it has an Unleashed customer account.
Solution: Create an Unleashed customer account for the company in CRM. - Once the account is created, the company will sync to Unleashed.
Sync delays
Cause: Large updates can cause delays in synchronisation.
Solution: Wait for the system to complete the sync process before troubleshooting further.
B2C Contacts Not Syncing
When a new customer is created in Unleashed, it is imported into Prospect CRM as a Sales Ledger. Depending on your workspace's B2B/B2C configuration:
If manual B2C matching is enabled, companies and contacts are not created automatically. You must manually classify and create these records.
Automatic B2C matching flags records as B2C if the Account Name matches the Contact Name, skipping the creation of company or contact records.
To enable automatic creation of B2C company records, navigate to System Settings > Create B2C Contacts During Accounts Imports and set it to 'Create.'
Unleashed Link Missing in CRM
Cause: The Unleashed tab only appears if a connected Sales Ledger exists.
Solution: Add the Sales Ledger in the Unleashed Customer Account dropdown to establish the link.
Duplicate Record Detection
Cause: The 'Detect Duplicates During Automatic Customer Creation' setting prevents automatic creation of company records if a match is found.
Solution: Manually resolve duplicates using the Sales Ledger resolve button.
Addresses Not Syncing
Cause: The two-way sync for addresses is disabled in your workspace.
Solution: Enable address syncing in the 2-Way Sync Settings.
Verifying and Resolving Sync Issues
Checking Sync Status
Use the Global Search in CRM to verify if a customer has synced. Toggle on "Companies," "Contacts," and "Sales Ledger" options.
Manually Linking Records
Use the customer-to-ledger report in Prospect CRM to locate the corresponding Unleashed Sales Ledger and link it to the company record.
Adjusting B2C Settings
If B2C contacts are skipped, manually create the contact in CRM and link it to the Unleashed account. Adjust the B2C import setting for future records.
Frequently asked questions
Why isn't a new customer syncing from Prospect to Unleashed?
Why isn't a new customer syncing from Prospect to Unleashed?
Ensure you create the corresponding customer account in CRM using the dropdown option to create a new Unleashed account.
How can I check if a contact has synced to Unleashed?
How can I check if a contact has synced to Unleashed?
Search for the contact in Access CRM using the contact’s ID. Review the Sync to Unleashed button/status to confirm the sync.