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Manage Facebook pages syncing leads to HubSpot

Last updated: November 4, 2019

After connecting your Facebook Ads account to HubSpot, your existing lead ads in Facebook will automatically appear on your ads dashboard. Make sure the user who connected your account has the permissions required to sync Facebook leads to HubSpot.

Lead syncing requirements

To sync leads from your Facebook lead ads to HubSpot, make sure the user who connects your Facebook Ads account has the following permissions:

  • The user must be an admin of any Facebook page(s) that are used to create lead ads.
  • The connected Facebook Ads account and any Facebook page(s) you would like to enable for lead syncing must exist in the same Business Manager, or there must be a partner relationship between the Business Managers that each asset exists in. If users need to share assets between Business Managers in order to create the partner relationship, users must have admin access for pages, and advertiser or above access for ads accounts in both Business Managers.
  • The user connecting the Facebook Ads account must have Leads Access for any Facebook business pages they would like to enable for lead syncing. By default, all page admins and connected CRMs have Leads Access, unless Leads Access settings have been customized in their Facebook Business Settings.
  • HubSpot needs to be granted access to Facebook business pages that you want to enable for lead syncing. During the connection process, if you click Choose what you allow in the pop-up window and remove page permissions that HubSpot requests, leads from those business pages cannot be synced to HubSpot. For this reason, it is not recommended to adjust or remove any permissions in the Choose what you allow window. To re-establish these permissions, disconnect and reconnect your Facebook Ads account from HubSpot, and leave all requested page permissions enabled.

 

Manage lead syncing from HubSpot

To manage lead syncing for your Facebook pages from HubSpot:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Marketing > Ads.
  • Click the Lead syncing tab.
  • In the upper right, click Manage.
  • In the dialog box, select Facebook.
  • Select/clear the checkbox next to a Facebook page to turn lead syncing on/off.
  • Click Save.

Please note: make sure the user who connected your Facebook Ads account has the required permissions in Facebook to enable lead syncing.

 

Manage lead syncing from Facebook

  • In your Facebook account, navigate to your Facebook page.
  • In the top navigation menu, click Publishing To...
  • In the left sidebar menu, navigate to Lead Ad Forms > Leads Setup.
  • In the Leads Setup section, click the Search CRM providers field and search for and select HubSpot.

    • If HubSpot has already been connected as a CRM to your Facebook page, you'll see it appear as Connected in the Leads Setup section.
  • Next to HubSpot, click Connect from website.
  • A new browser tab or window will open. Sign in to your HubSpot account. If you have multiple HubSpot accounts, select the HubSpot account to connect.

Your leads will now sync from your Facebook page to HubSpot.

Troubleshoot lead syncing

If you're having trouble enabling your Facebook Ads account for lead syncing, make sure you have the required page-level permissions.

If you've already enabled your Facebook business page, the steps below fix most problems with lead syncing.

Check your report filters

Depending on which attribution report you've selected in the ads dashboard, some synced leads may not display.

For example, the First form submission attribution report will only show the contacts who were created as a result of filling out a lead ad form. If a contact existed in your account before converting on a lead ad, they would not display with First form submission selected.

linkedin-attribution-reportMarketing Hub Professional and Enterprise customers can use the All form submissions attribution report to see all leads that have synced from their lead ads.

Ensure proper pages have been enabled

If you have multiple Facebook business pages, it's possible that the right ones aren't enabled for lead syncing. Follow these steps to ensure that you’ve enabled all of the proper pages for lead syncing in HubSpot:

  • Identify the ads that aren't syncing leads. Take note of any specific ads that haven't ever synced leads to HubSpot.
  • Find the ad in Facebook: 
    • Log in to your Facebook Ad Manager.
    • Click the campaign and ad set to find the particular ad or ads that aren't syncing leads to HubSpot.
  • Check the page associated with the ad: 
    • Click the Edit option next to the ad.
    • In the Identity section, Facebook will display the business page associated with the ad.

      facebook-identity-section
  • Enable lead syncing for the page in HubSpot:
    • In your HubSpot account, click the settings icon settings in the main navigation bar.
    • In the left sidebar menu, navigate to Marketing > Ads.
    • Click the Lead syncing tab.
    • In the upper right, click Manage.
    • In the dialog box, select Facebook.
    • Select the checkbox next to a Facebook page to turn lead syncing on.
    • Click Save.

Ensure your lead ad form has an email address field

In order for HubSpot to create new contacts from Facebook lead ads, form submissions must include an email address. To ensure that email addresses are sent from Facebook to HubSpot, use the default Email field on all Facebook lead ad forms.

To check your existing lead ad forms:

  • Log in to your Facebook Ads account. 
  • Navigate to the Facebook business page that you've enabled for lead syncing. 
  • At the top of the page, click Publishing Tools.
  • In the left menu, select Forms Library. This will show you all lead ad forms that have been created for the page. 
  • Click Preview next to a form to ensure it's using the default Email field.

    facebook-lead-ad-form-fields
Existing lead ads can't be edited, so if your form does not have the Email field, you will need to create a new form. Alternatively, you can allow form submissions without email address to create contacts.

Check for invalid email addresses

If a contact submits a lead ad form with an invalid email address, HubSpot will not create a new contact. This is a common explanation for when most leads are syncing but a small amount aren't. You can check if an email address is valid by using an email validation tool such as Verifalia.

When you're working with HubSpot Support to troubleshoot lead syncing, please export a CSV file of leads from your Facebook lead ads. This CSV will help to better diagnose the root cause of the issue.

Reset HubSpot app permissions

If you've followed the steps above and you still don't see certain pages available for lead syncing, you may need to reset HubSpot's permissions on the Facebook side. When you connect a Facebook ad account, HubSpot requests specific app permissions from Facebook. If these permissions are edited or removed, lead syncing may not work correctly.

To ensure that HubSpot has the proper permissions to sync leads from your pages, you can disconnect HubSpot from within Facebook, then reconnect:

Please note: when you remove the HubSpot Ads integration from Facebook, the Facebook Ads account will disconnect from any HubSpot account that it's currently connected to. You will need to reconnect the Facebook Ads accounts to all HubSpot accounts that you've integrated with.

hubspot-ads-app-permissions

  • With app permissions reset, you should be able to set up lead syncing for all the pages that your Facebook user has access to.