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How to reprocess errored webhook logs

When to use this guide: Use this guide when webhook payloads show an Error status in OutboundSync and you want those activities pushed to your CRM after the root cause is fixed.

If a payload never appeared in Webhook Logs, start with Data is not in my CRM or OutboundSync instead. Reprocessing only applies to payloads OutboundSync already received.

Fix the root cause first

Section titled “Fix the root cause first”

Re-running errored logs will fail again if the underlying issue is still open. Before requesting a reprocess, resolve the failure shown in the log’s Error Response. Common causes include:

An invalid Smartlead API key in Connected Accounts does not block standard webhook activity sync. If you see API key warnings alongside errored logs, treat them as separate issues unless you rely on block lists or category filters that need the key. See Connect your Smartlead API key.

What support can retry directly

Section titled “What support can retry directly”

The OutboundSync support team can batch-requeue failed webhook deliveries for you when all of the following apply:

  • The webhook is connected to HubSpot or Salesforce
  • The log status is Error (not Warning or Success)
  • The original payload was received within the last 30 days — the window shown in Webhook Logs
  • The underlying sync issue has been fixed

When a retry succeeds, OutboundSync updates the original log entry with the new result rather than creating a duplicate row.

Requests that need engineering

Section titled “Requests that need engineering”

Anything outside the standard retry above is handled as a custom request by the OutboundSync engineering team. These take additional time to scope and run, but are often still possible:

  • Payloads older than 30 days — Webhook Logs only shows the last 30 days, but OutboundSync retains payloads further back and can replay them on request.
  • Platforms other than HubSpot or Salesforce — for example Close or Attio.
  • Other custom retry needs — anything that does not fit the standard batch.

Ask support (below) and they will escalate to engineering when needed.

How to request a reprocess

Section titled “How to request a reprocess”

Reprocessing is run by the OutboundSync support team on your account. Email service@outboundsync.com and include:

  • Your OutboundSync account email and CRM (for example HubSpot or Salesforce)
  • The webhook URL or webhook name
  • The approximate date range of the errored logs
  • One or two screenshots of errored logs, including the Error Response text

After confirming the root cause is resolved, support can requeue eligible failed deliveries. Standard HubSpot and Salesforce retries from the last 30 days run quickly; requests further back, on other platforms, or that need custom handling are escalated to engineering and take additional time. Logs update as each retry completes — refresh Webhook Logs to track progress.

What reprocessing cannot recover

Section titled “What reprocessing cannot recover”
  • Payloads OutboundSync never received — if a webhook was dropped upstream before it reached OutboundSync, there is no stored payload to replay. Only logs that already exist can be reprocessed. Start with Data is not in my CRM or OutboundSync to confirm whether the payload arrived.
  • Warnings — logs marked Warning are not part of the standard batch retry; flag them to support if you think they need attention.
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