Data is incomplete in my CRM
When to use this guide: Use this guide when expected sync behavior is missing, delayed, or incorrect.
Sometimes, payloads reach OutboundSync, but the CRM may still be missing certain information (e.g., last names or company names).
This is separate from data not appearing in your CRM at all . This is a case where data is syncing, but certain fields or properties appear to be incomplete.
This happens either because the webhook did not originally contain that data when it was sent/received, or because it’s that field is not mapped by OutboundSync by default.
There are typically two ways to resolve this issue:
- Pre-load leads, contacts and accounts/companies in your CRM using a data enrichment tool like Clay before importing them into your email sequencer. This way, OutboundSync is primarily designed for logging email activities rather than creating lead, contact, and account/company records.
- Ensure full contact details, including first and last name, are updated on the lead details before outbound campaigns begin. This helps assure that webhooks are sent with complete information before reaching OutboundSync. This doesn’t address every field but does solve for first and last names.
For companies with strict data hygiene requirements, we recommend pre-loading or importing leads, contacts, and accounts/companies ahead of time.
For HubSpot teams that do not want OutboundSync creating net-new contacts, pair this preload workflow with Contact handling: Update Only on the HubSpot webhook receiver. That keeps HubSpot as the source of truth: existing matched contacts can receive activity and property updates, while unmatched outbound prospects stay out of HubSpot until your team imports or qualifies them.
For Salesforce teams with the same requirement, pair preload with Update Only on the Salesforce webhook receiver (Upsert or Update Only). That skips creating unmatched Leads and Contacts, and also skips creating an Account when a matched Contact has none. Update Only prevents creates; it does not rename existing domain-named Accounts.
Instantly webhooks omit company name, so under Upsert a new Salesforce Account Name falls back to the contact’s email domain — preload Contacts/Leads (and Accounts with Website / accountLookupFields covering that domain) before campaigns when Upsert is required. See the Instantly overview.
If you are using Category-based filters and only syncing select data into your CRM, you will need to run that enrichment after those events occur via a tool like Clay, Make, Zapier, or n8n.
Gmail and personal email addresses
Section titled “Gmail and personal email addresses”OutboundSync associates contacts to companies using the email domain (for example, gmail.com), not a company name from your sales engagement platform. On lists heavy with personal addresses, that can create duplicate or incorrect company associations when Create or update company is enabled on the webhook receiver.
For those lists, preload contacts and their company associations in HubSpot before campaigns launch, then disable Create or update company on the webhook receiver. OutboundSync will match the existing contact and log activity without adding a second domain-based company link. See Recommended webhook receiver settings in the HubSpot setup guide.
