This guide covers common issues, troubleshooting steps, and frequently asked questions for the CRM-Connected Dialer integration.

📘 New to this integration? Start with our CRM Connected Dialers - Setup Guide for complete installation and configuration instructions.

User Not Available for CRM Dialer

Problem: A user appears grayed out in the selection dropdown when configuring the integration.

Cause: Each Amplemarket user must have a corresponding CRM user account with the exact same email address (case sensitive) for the integration to work.

Solution:

1. Verify the user's email address in Amplemarket matches their CRM email exactly (including capitalization)

2. If no matching CRM account exists, create a CRM account with the same email address

3. Contact your CRM administrator if you don't have permissions to create users

4. Return to Amplemarket and try adding the user again

Multiple Call Tasks in CRM

Problem: You see multiple call tasks in your CRM for each call

Cause: Both Amplemarket and your third-party dialer independently log activities to your CRM, in addition to the Call Task created by the CRM connected dialer integration:

1. Amplemarket's CRM Dialer integration says that a call needs to be placed

2. External Dialer records that a call has been placed by a rep

3. Amplemarket records that a call step has been completed

Solution: Enable Call Task Consolidation

1. Go to Settings → Integrations → Dialer connected via CRM

2. Under Advanced Settings, enable Consolidate Salesforce call tasks

3. Amplemarket will automatically merge all 3 call records into one unified task

Note: Nooks users have an alternative way to task consolidation -- see below

Reports or Lists Not Appearing in Nooks

Problem: You've enabled the CRM Dialer integration, but your Salesforce reports or HubSpot lists are not visible in Nooks.

Note: Nooks is limited to only one integration at a time. If you have already connected with another integration (ie Outreach, Salesloft, Apollo), then you will need to reach out to your Nooks CSM or AE to connect your CRM

Step 1: Confirm the Report or List Exists in Your CRM

Amplemarket creates personalized reports (Salesforce) or lists (HubSpot) for each enabled user. Search for them directly in your CRM:

• Salesforce: Search for reports like john_Contact_AM Calls or john_Lead_AM Calls in the Reports tab (the suffix is configurable — default is _AM Calls)

• HubSpot: Search for lists like john_AM Calls in the Lists section

If the report/list exists → skip to Step 3.

If the report/list does not exist → continue to Step 2.

Step 2: Check the CRM Integration Logs on Amplemarket

If the report or list wasn't created, Amplemarket may have encountered a permissions issue when writing to your CRM.

1. Go to Settings → Integrations → CRM → Logging → Errors

2. Review errors for report or list creation

Common causes:

• Missing permissions: The Amplemarket integration user may not have permission to create and delete reports or public report folders (Salesforce) or lists (HubSpot). See Missing CRM Integration Permissions for solutions.

• No due or overdue call tasks: Reports are only created for users who have due or overdue call tasks in Amplemarket. Upcoming tasks won't trigger report creation.

• User not selected: Verify the user is selected in Settings → Integrations → Dialer connected via CRM

After resolving any errors, click Force Resync to recreate all reports and tasks. See How to Force Re-Sync the Integration for details.

For help interpreting specific Salesforce errors, see Salesforce Errors FAQ.

Step 3: Configure the Report or List in Nooks

Once you've confirmed the report or list exists in your CRM, configure it in Nooks:

• Salesforce: Follow Nooks' documentation on Salesforce reports and fields to connect the Amplemarket report to your Nooks calling session.

• HubSpot: Follow Nooks' documentation on preparing contact lists in HubSpot to make the Amplemarket list available in Nooks.

Note: Amplemarket creates separate Lead and Contact reports in Salesforce. Make sure you are connecting the correct report type for the records you want to call.

Nooks Call Task Handling

How Nooks is Different:

Nooks modifies Amplemarket's existing call task instead of creating a new one. This is unique behavior compared to other dialers.

What You'll See:

Instead of three tasks (Amplemarket task + Nooks task + Completion task), you'll see only two:

1. The original Amplemarket task (modified by Nooks)

2. Amplemarket's completion task (if enabled)

To Get a Single Task with Nooks:

1. Go to Settings → Integrations → CRM (Salesforce/HubSpot)

2. Disable Push phone calls placed via 3rd party dialers

3. Sequences will continue to advance properly based on Nooks dispositions

Important Notes:

• Once Nooks modifies a task, Amplemarket will no longer write to or delete that task to prevent data conflicts

• This is intentional behavior to avoid overwriting Nooks' data

• For call task consolidation with Nooks, use the method above (disable completion task)

Call Dispositions Not Recognized

Problem: Call dispositions from your dialer are not syncing to Amplemarket, or Amplemarket is not recognizing them.

Cause: Dispositions must be written to the correct CRM field and must match your configured mappings exactly.

Step 1: Check if Dispositions Are Being Written

1. Make a test call using your dialer

2. Go to your CRM and find the call task

3. Check if the disposition appears in the correct field:

   • Salesforce: CallDisposition field on the call task

   • HubSpot: hs_call_disposition field in properties

If the disposition is empty:

• Your dialer isn't writing to the correct field

• Configure your dialer to write dispositions to the Call Outcome/Result field

Step 2: Check the Logs in Amplemarket

1. Go to Settings → Integrations → CRM → Logging → Warnings

2. Look for "Failed to parse disposition" entries

3. Note the exact disposition string shown in the warning log

Step 3: Add Missing Disposition Mappings

If disposition is unrecognized:

1. Note the exact disposition string from the warning log (including capitalization, spaces, special characters)

2. Go to Settings → Integrations → Dialer connected via CRM

3. In Disposition Mappings, click Add mapping

4. Enter the disposition name exactly as it appears in the log

5. Map it to an existing Amplemarket disposition or create a new one

Key Points:

• Ensure exact string matching (capitalization matters!)

• Verify complete mapping for all dispositions your dialer uses

• Check that your fallback disposition is configured correctly

• Without proper dispositions, Amplemarket will use your configured fallback

Call Tasks Not Appearing in Dialer

Problem: Call tasks created by Amplemarket are not showing up in your dialer.

Step 1: Check the CRM Integration Logs

1. Go to Settings → Integrations → CRM → Logging → Errors

2. Review errors for pushing Contacts, Leads, and Activities

3. Refine by filtering to Log description → Push to CRM dialer

Step 2: Common Errors and Solutions

Failed to push contact:

• Missing email address: Enable "Push placeholder emails" in Advanced Settings if needed

• Missing phone number: Ensure contacts have phone numbers in Amplemarket

• Field validation rules: Check error details for specific CRM validation rules blocking the push

Failed to push task:

• The call task couldn't be created in your CRM

• Check the error details for the specific reason

• See Salesforce Errors FAQ for field validation errors

Reports not appearing:

• Verify user is selected in settings (Settings → Integrations → Dialer connected via CRM)

• Check that you have due or overdue call tasks (upcoming tasks won't appear)

• Reports will not be created for users without call tasks

• Wait ~10 minutes for the sync cycle to complete, or try a force sync (see Force Resync below)

Phone numbers not appearing in CRM:

• Ensure phone number fields are properly mapped:

  1. Go to Settings → Integrations → CRM → Mappings

  2. Map Amplemarket "Phone" field → CRM "Phone" or "Business Phone" field

  3. Map Amplemarket "Mobile Phone" field → CRM "Mobile Phone" field (if applicable)

• Confirm phone numbers exist in Amplemarket for the contacts being pushed

Missing contacts:

• Confirm "Early push contacts" is enabled in Advanced Settings

• Check placeholder email settings if contacts don't have email addresses

• Verify sequence has active call steps

Missing CRM Integration Permissions

Problem: The integration shows a critical banner about missing permissions, or the "Enable" button is disabled.

Cause: Your Amplemarket CRM integration user doesn't have all required permissions in Salesforce or HubSpot.

Salesforce Solution:

1. Note the specific permissions listed in the error banner & contact your CRM administrator to request the listed permissions to the Amplemarket integration user.

2. Once permissions are updated, the "Enable" button should become available

Hubspot Solution:

1. Go to Settings → Integrations → CRM → Settings

2. Click "Reconnect" and provide the credentials of your Amplemarket Integration user for Hubspot

3. Accept Amplemarket's request for expanded permission scopes, with your CRM administrators approval

4. Once permissions are updated, the "Enable" button should become available

CRM Admin Resources:

• Salesforce Integration Guide

• HubSpot Integration Guide

Cannot Delete Tasks for Salesforce Users

Problem: When adding a user, you see:

"{{user_name}} cannot be added to the integration. Amplemarket cannot delete tasks assigned to them."

Cause: This is caused by Salesforce Role Hierarchy, not missing permissions. If your Amplemarket integration user is positioned lower in the role hierarchy than your sales reps, it cannot delete their tasks. Here is a helpful article about Role Hierarchies.

Solution:

Work with your Salesforce Admin to re-configure Roles for the Amplemarket Integration user such that it can delete Tasks assigned to your Sales Reps.

In our experience, moving the Amplemarket Integration user into the same role hierarchy as the sales reps can resolve the issue.

To verify the issue together with your Salesforce Admin

As the Amplemarket Integration user, run SOQL to DELETE a task assigned to the sales rep whose account cannot be enabled

DELETE https://<ORG>.my.salesforce.com/services/data/v51.0/sobjects/Task/<ID>

Typical failures look like this

[{"message":"insufficient access rights on object id","errorCode":"INSUFFICIENT_ACCESS_OR_READONLY","fields":[]}]

Still having issues? Contact support@amplemarket.com with details about your role hierarchy setup.

Mapping Fields to Your Dialer

Problem: Additional Amplemarket fields (like Sequence Name or Contact Location) are not showing up in your dialer.

Cause: Fields must be mapped in Amplemarket and configured in your CRM/dialer.

Step 1: Map the Field in Amplemarket

1. Go to Settings → Integrations → CRM → Mappings

2. For Salesforce: Map the field on both Lead and Contact tabs

3. For HubSpot: Map the field on the Contact tab

Step 2: Add to Your CRM List/Report

Salesforce:

1. Go to Settings → Integrations → Dialer connected via CRM

2. Click Force Resync to update the report with newly mapped fields

3. The report will be recreated with all currently mapped fields

HubSpot:

1. In HubSpot, navigate to your CRM dialer list (e.g john_AM Calls )

2. Click Actions → Edit columns

3. Select the newly mapped field

4. Click Apply

Step 3: Configure in Your Dialer (if needed)

Orum:

• No additional configuration needed

• Orum automatically picks up all columns from your Salesforce report

Nooks:

• Follow Nooks' documentation on Salesforce reports and fields

• Map the field explicitly in Nooks' admin settings

Other Dialers:

• Check your dialer's documentation for field mapping instructions

• Most dialers either auto-detect fields or have a field mapping section in settings

How to Force Re-sync the Integration

When to Use: If reports aren't being created, tasks aren't syncing, or you need to refresh all reports after mapping new fields.

How to Force Resync:

1. Go to Settings → Integrations → Dialer connected via CRM

2. Click Force Resync

⚠ Warning: This will delete all call tasks & reports, and re-create them all from scratch, which may consume a significant number of API requests for large accounts. Use sparingly.

What It Does:

• Deletes all existing CRM dialer reports

• Deletes all call tasks created by the integration

• Recreates reports with current configuration

• Pushes all due/overdue call tasks to CRM

When You Might Need It:

• Reports missing for some users

• Newly mapped fields not appearing in reports (Salesforce)

• Integration seems "stuck" or not syncing

• After major configuration changes

Dialer Compatibility

Extensively Tested: Nooks, Orum

Will Work If Your Dialer:

1. Calls contacts from Salesforce reports or HubSpot lists

2. Creates call tasks in your CRM after calls

3. Writes dispositions to the Call Outcome field:

   • Salesforce: CallDisposition field

   • HubSpot: hs_call_disposition field

Testing Compatibility:

1. Run a test call with your dialer

2. Check the call task in your CRM

3. Verify the disposition appears in the correct CRM field

4. Check CRM integration logs (Settings → Integrations → CRM → Logging) for any errors

5. Confirm the call appears in Amplemarket Analytics

Without proper dispositions, Amplemarket cannot advance sequences based on call outcomes and will use your fallback disposition.

Frequently Asked Questions

Can I use multiple dialers with this integration?

Yes, as long as all dialers are connected to your CRM and use consistent disposition values. You'll need to map all unique dispositions from all dialers in your configuration.

What happens if a disposition doesn't match any mapping?

The fallback disposition you configured will be used, and the contact will be processed according to that disposition's action (either marked as completed or advanced to the next stage).

How quickly do completed calls sync back to Amplemarket?

• HubSpot: Near real-time (typically seconds)

• Salesforce: Up to 10 minutes from the time the dialer logs the call in the CRM

Can I change disposition mappings after enabling the integration?

Yes, you can modify mappings at any time in Settings → Integrations → Dialer connected via CRM. Changes will apply to future calls; existing completed calls won't be affected.

What if I need to call contacts without email addresses?

Enable the "Push placeholder emails" setting in Advanced Settings. This creates temporary email addresses for contacts without emails

(e.g., 22731351abfbec506d3adebae03f6337@amplemarket-placeholder.com).

Some CRM admins prefer not to have placeholder emails in their system, so discuss with your team before enabling.

How do I get the Sequence Name and other Amplemarket fields to show up in my dialer?

See the detailed guide in Mapping Fields to Your Dialer above.

Quick answer: Map the fields in Amplemarket CRM settings, then:

• Orum (Salesforce): Force resync - fields appear automatically

• Nooks (Salesforce): Map explicitly in Nooks settings

• HubSpot dialers: Configure list columns in HubSpot

Why is a user grayed out in the selection dropdown?

Each Amplemarket user must have a corresponding CRM user account with the exact same email address (case sensitive). See User Not Available for CRM Dialer for the full solution.

Why am I seeing multiple call tasks in my CRM for each call?

Both Amplemarket and your dialer log activities independently. See Multiple Call Tasks in CRM for two solutions to consolidate tasks.

How do I fix the "Cannot delete tasks" error for Salesforce users?

This is a Salesforce Role Hierarchy issue. See Cannot Delete Tasks for Salesforce Users for the complete solution.

What if call dispositions aren't being recognized?

See Call Dispositions Not Recognized for a comprehensive troubleshooting guide including checking logs and adding mappings.

How often should I use Force Resync?

Sparingly. Force Resync deletes and recreates everything, consuming significant API calls. Only use it when:

• Reports are missing after configuration

• Tasks aren't syncing and other troubleshooting hasn't worked

• You've added new field mappings and need them in Salesforce reports

For most issues, check the integration logs first before resorting to Force Resync.

Why can't i see my amplemarket lists/reports in Nooks?

First, verify the report or list actually exists in your CRM — Amplemarket only creates reports for users with due or overdue call tasks. If the report is missing, check Settings → Integrations → CRM → Logging → Errors for permission issues, then use Force Resync. If the report exists in your CRM but isn't visible in Nooks, you need to configure it in Nooks' settings. See Reports or Lists Not Appearing in Nooks for the full walkthrough.

After completing Call 1 in my Orum, the next call tasks don't appear. Is my Orum stalling?

Most likely, no. Amplemarket sequences advance one stage at a time. A task for a future stage (e.g., Call 2) does not exist until every earlier stage is completed or skipped.

Example:

• Stage 1: Call (completed in Orum ✓)

• Stage 2: LinkedIn profile visit (not yet done)

• Stage 3: Manual email (not yet done)

• Stage 4: Call ← this task doesn't exist yet

Since the Stage 4 call task hasn't been created, there's nothing to push to your CRM, and nothing for Orum to pull.

What to do: Complete or skip the intermediate steps (LinkedIn visit, manual email, etc.) in Amplemarket. Once those are done, the next call task will be created, pushed to your CRM, and appear in Orum.

Tip: If your reps are primarily using Orum for calling, consider designing sequences where call steps are not separated by manual steps that require action in the Amplemarket UI, or train reps to check Amplemarket between calling sessions to advance non-call steps.

Still Need Help?

Related Articles:

• CRM Connected Dialers - Setup Guide - Complete installation and configuration

• Salesforce Errors FAQ - Salesforce-specific errors

• HubSpot Integration Errors FAQ - HubSpot-specific errors