Salesforce integration FAQ

Last updated: mai 23, 2018

Applies to:

Marketing Hub: Pro, Enterprise
Sales Hub: Professional

Below is a list of answers to frequently asked questions about the HubSpot-Salesforce integration: 

Installation and integration

  • Where do I find and/or reset my Salesforce security token?
  • Why am I not able to install the Salesforce connector?  
  • Will changes to the Web-to-Case, Web-to-Lead, and salesforce.com endpoints affect the integration?

Supported integrations

  • Does HubSpot’s Salesforce Integration connect to Government Cloud?
  • Does HubSpot's Salesforce integration support Salesforce Group Edition? 
  • Is the Salesforce Connector TLS 1.2 compliant? 

Contacts and contact properties

  • What's the best way to delete a single contact from both Salesforce and HubSpot?
  • Why does Lifecycle stage not appear in Salesforce?

Synced emails and activities

  • How long does it take for email activity to sync to Salesforce?
  • Why am I seeing duplicate activities in Salesforce?
  • Is there a limit to how much data HubSpot can sync to Salesforce?

Common errors
  • How do I fix a Salesforce save error?
  • How do I fix an Unsupported item assigned to queue sync error?
  • How do I fix a Salesforce error marked Other?
  • How do I fix an error marked Invalid email address on a Salesforce lead or contact?

Installation and connection

Where do I find and/or reset my Salesforce security token?

You no longer need to add your security token to HubSpot to connect with Salesforce. To learn how you can update your credentials, click here

For instructions on how to set up the integration with Salesforce, check out this article

Why am I not able to install the Salesforce connector?

If you are unable to install the Salesforce connector, you may not have the appropriate permissions in Salesforce. Ask your System Administrator for permissions to install or ask if they can install it for you.

  • When installing, you can use the following package install link: https://internal.hubapi.com/sfdc/v1/package/latest?portalId=YOUR HUB ID HERE. Make sure you replace YOUR HUB ID HERE with your own Hub ID in the link.
  • If you are attempting to install the integration into a Sandbox, use this link instead.

Will changes to the Web-to-Case, Web-to-Lead, and salesforce.com endpoints affect the integration?

No, the HubSpot-Salesforce integration will not be affected by upcoming March 9, 2018 changes to the Web-to-Case (W2C), Web-to-Lead (W2L), or salesforce.com endpoints. The integration doesn't use these endpoints. Learn more here

Supported integrations

Does HubSpot’s Salesforce Integration connect to Government Cloud?

Yes, HubSpot's Salesforce integration can connect to Government Cloud.

Does HubSpot's Salesforce integration support Salesforce Group Edition?

No, HubSpot's Salesforce integration does not support functionality with Salesforce Group Edition.

Is the Salesforce Connector TLS 1.2 compliant?

Yes, HubSpot's integration with Salesforce is TLS 1.2 compliant. Read more about this here.

Contacts and contact properties

What's the best way to delete a single contact from both Salesforce and HubSpot?

As long as you have at least version 2.57 of the connector installed in Salesforce, you can delete the contact in Salesforce, which will automatically remove it from HubSpot. Learn more here.

Why does 'Lifecycle stage' not appear in Salesforce?

Lifecycle stage is, by default, a HubSpot-only field. To create and map the field in Salesforce, check out this article.

Please noteAutomatic Lifecycle Stage Transitions will still work even if the field does not exist in Salesforce. Lifecycle stage does not have the ability to convert a lead into a contact in Salesforce

Synced emails and activities

How long does it take for email activity to sync to Salesforce?

Email activities will sync to Salesforce once email analytics have updated the record with new statistics. The update itself is enough to trigger a sync, which will create the activities in Salesforce.

When the activity sync is first enabled, the last 30 days of marketing email activities and all form submissions will be synced to Salesforce.

Why am I seeing duplicate activities in Salesforce?

HubSpot logs every time an email is opened or clicked, de-duplicating multiple actions in the HubSpot contact overview. However, activities in Salesforce are generated via the Email API, which does not de-duplicate actions.

  • If a contact opens or clicks an email multiple times, multiple activities will be created in Salesforce as a result.
  • If a contact forwards an email to others, all of those subsequent opens and clicks will be attributed to the original contact, resulting in more activities in Salesforce.

If duplicate activities are being created long after the original event occurred, this may be the result of a permissions change. Ensure that the integration user is able to see all activities and activity fields.

Is there a limit to how much data HubSpot can sync to Salesforce?

HubSpot is able to sync a maximum of 32,768 characters to Salesforce, per contact, per sync.

If the total amount of information to be synced exceeds this character limit, the sync will fail and result in an error in HubSpot at the top of the contact record.

This limit is uncommon to hit, but fields that often contribute are generally text fields where you can copy-paste information. An example of this would be a resume-style field asking for prior experience.

Common errors

How do I fix a Salesforce save error?

This error occurs when HubSpot is unable to save data to Salesforce. Next to your Salesforce save error in HubSpot, you will see data from Salesforce that indicates what caused the save error. For example, you might be unable to save a contact to Salesforce because of an invalid email address or if a custom validation rule has been set up for a field in Salesforce.

To fix this, review any validation or restrictions set up in Salesforce and then resync the contacts.

How do I fix an 'Unsupported item assigned to queue' sync error?

Salesforce queues can only own Salesforce lead or case records. You will see this record in HubSpot if you're attempting to assign an asset other than a lead to a queue. For example, HubSpot company and deal records should never be assigned to a Salesforce queue. To resolve this error, change the owner to an owner that is not a queue.

How do I fix a Salesforce error marked 'Other'?

This is an issue with the Salesforce integration that HubSpot is unable to identify. If these issues represent a small fraction of your total syncs, please wait before calling Support, as they in many cases resolve themselves.

How do I fix an error marked 'Invalid email address' on a Salesforce lead or contact?

This means the email address on the Salesforce lead or contact is invalid (usually it's a spelling error, or the email is missing part of the address like .com). Fix the error in Salesforce then resync the contact in HubSpot.

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