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CRM Integration - Frequently Asked Questions
Common questions about connecting, syncing and managing your CRM integration with mOS.
General Questions
Q: How long does data take to sync between mOS and my CRM?
A: Sync timing varies by direction. Changes made in mOS appear in your CRM within approximately 1 minute. Changes made in your CRM (HubSpot or Salesforce) appear in mOS within approximately 15 minutes, as we pull CRM data every 15 minutes.
Q: Why aren't my older opportunities appearing in mOS?
A: By default, mOS imports all opportunities updated within the last 2 years from your connected CRM. Any opportunity that hasn't been updated within that window won't be pulled into mOS automatically. If you need older opportunities to appear, open the relevant opportunity in your CRM and make a small update — this will flag it as recently updated and it will be picked up in the next 15-minute sync cycle.
Q: Does mOS sync ALL opportunities from my CRM?
A: During regular 15-minute sync cycles, mOS only fetches recently updated opportunities. To retrieve all historical data or perform a complete refresh of all opportunities in your CRM, use the Refresh button in the Settings page /opportunities/settings. This will sync all previous field data and ensure all opportunities are updated.
Q: What should I do if I change field mappings?
A: After changing field mappings, click the Refresh button in the Settings page to perform a full data refresh. This will sync all previous field data again and ensure your mapping changes are applied across all opportunities. Wait for the sync to complete before making changes to opportunities—this prevents potentially overriding note field changes in your CRM.
Q: Can I use existing fields in my CRM for this integration?
A: Yes, you can map existing fields. However, ensure the field values match mOS requirements (especially status field values must be lowercase: strong, medium, low). If your existing fields use different naming conventions or values, you may need to adjust them to align with mOS formatting.
Q: Do I need to create the fields in my CRM before setting up the integration?
A: Yes, absolutely. Create all MEDDPICC fields in your CRM before initiating the Merge sync. This ensures proper field mapping and prevents data confusion.
Field Setup Questions
Q: What field types should I use in Salesforce?
A: For Salesforce:
Status Fields: Use Picklist field type with values: strong, medium, low
Notes Fields: Use Long Text field type
Q: What field types should I use in HubSpot?
A: For HubSpot:
Status Fields: Use Dropdown Select with Badge display option and values: strong, medium, low
Notes Fields: Use Multi-Line Text field type
Status Field & Values
Q: Why is my sync failing for status fields?
A: The most common cause is incorrect status field values. Status values MUST be lowercase: strong, medium, low. If you use Strong, Medium, or High, the sync will fail. Double-check the internal field values in your CRM match mOS requirements exactly.
Q: Can I display the status values differently to my users?
A: Yes. In HubSpot, the internal value must be lowercase (strong, medium, low), but you can set the display name to any format you prefer (Strong, Medium, Low). Your users will see the formatted display name, but internally the values remain lowercase.
Q: Can I use different status values like high, medium, low instead of strong, medium, low?
A: No. mOS specifically requires strong, medium, and low. Using high or any other value will break the sync for that field.
Q: Why do I see stages in mOS that I don't use?
All stages from your CRM are synced to mOS during the initial setup. This means you may see pre-sales stages, post-sales stages, or legacy stages that your team no longer uses. We recommend disabling any stages you don't want to appear in mOS via the Deal Stages tab in Settings.
Q: Can I reorder my deal stages in mOS?
Yes. Go to Settings > Deal Stages and drag to reorder your stages. The new order will be reflected in mOS pipelines and dashboards.
Q: Do stage changes in mOS affect my CRM?
A: When a user changes a deal stage for an opportunity in mOS, that change syncs to your CRM. However, any changes you make to stage configuration in Settings (such as reordering or hiding stages) only affect mOS and are not synced back to your CRM.
HubSpot-Specific Questions
Q: How do I find my HubSpot Company ID?
A: Click on your company name in the top right corner of HubSpot. Go to Account > Profile & Preferences. Your Company ID is listed in the Account section.
Q: What are the HubSpot API scopes and why are they needed?
A: API scopes define what data mOS can access and modify in HubSpot. We need read access to opportunities, contacts, accounts, and write access to sync our MEDDPICC data back into HubSpot. All required scopes are listed in the setup guide.
Security & Data Protection
Q: Is it safe to share my CRM data with mOS through Merge?
A: Merge is a secure integration platform specialising in CRM data synchronisation. All data transmitted between systems is encrypted using industry-standard security protocols. Merge complies with SOC 2 Type II and GDPR requirements — you can view their trust centre here and security page here.
Q: What data does mOS access from my CRM?
A: mOS syncs all opportunity data and fields from your CRM to ensure you have complete information available. However, only the fields you explicitly map during setup are displayed and used within mOS. This approach prevents the need for full data refreshes in the future if you decide to map additional fields.
Q: Can I revoke mOS access to my CRM?
A: Yes. In HubSpot, simply delete the private app to revoke access. In Salesforce, you can disconnect the app through your Connected Apps settings. Access is immediately revoked upon disconnection.
Q: Is the integration compliant with security standards?
A: Merge complies with SOC 2 Type II and GDPR requirements. For complete information about security certifications and compliance, consult Merge's official documentation or contact support@meddicc.com.
Troubleshooting
Q: I'm getting a permission error when trying to connect HubSpot. What should I do?
A: This means your HubSpot account doesn't have permission to create private apps or enable the required scopes. Contact your HubSpot administrator or check that your account has admin-level permissions.
Q: Some fields aren't showing up in the field mapping dropdown. Why?
A: The field list may not have loaded yet. Try refreshing the page and waiting a moment for the sync to complete. Then refresh again to see the full list of available fields.
Q: Data synced from my CRM to mOS but it's in the wrong format or incomplete.
A: Ensure the field names in your CRM exactly match the API names specified in the setup guide. Also verify that existing data in your CRM fields matches mOS formatting requirements (especially status values must be lowercase). Use the Refresh button to resync data if needed.
Q: I'm having issues that aren't covered here. Where can I get help?
A: Contact support@meddicc.com with details about your setup and the issue you're experiencing. Our team will assist with troubleshooting and resolution.
Best Practices & Tips
Q: Should I create the MEDDPICC tab in my CRM?
A: We recommend it. A dedicated tab keeps all synced mOS data organized in one place without cluttering your existing CRM layouts. This makes it easier for your team to find and work with MEDDPICC data.
Q: What's the best way to migrate existing MEDDPICC data from my CRM?
A: If you already use MEDDPICC fields in your CRM, ensure the values match mOS format before mapping. Complete the mapping, then click the Refresh button to sync all existing information into mOS.
Q: How do I verify the integration is working correctly?
A: Make a small test change in mOS (like updating a metric status) and confirm it appears in your CRM within ~1 minute. Then make a change in your CRM and verify it appears in mOS within ~15 minutes.