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Troubleshooting Common CRM Integration Issues

Updated

This guide will get your CRM and the RamseyTrusted™ Pro Portal talking to each other again. Find the problem you’re experiencing below, and we’ll walk you through exactly what to check and how to fix it.

Possible Problems

  • I am not receiving Ramsey referrals in my CRM. New referrals aren’t showing up as referrals in your CRM at all.
  • Statuses in Pro Portal do not match the status in my CRM. Referrals are coming through fine, but status changes you make in your CRM aren’t reflected in Pro Portal.

Problem 1: I am not receiving Ramsey referrals in my CRM.

Step 1: Confirm the email in Pro Portal.

Check the Pro Portal setting page to find the email that referrals are sent to.

Step 2: Open the email inbox.

Open the email inbox for the email address mentioned in Step 1 to ensure that referrals are present.

If the referrals are present, continue in the guide.

If the referrals are not present, contact RamseyTrusted Pro Support Team for help.

Step 3: Check that your email parser is configured correctly.

If you use AgencyZoom, check the preconfigured email parser to ensure that it is enabled and correct. If you are having trouble with this, reach out to AgencyZoom.

If you are not using AgencyZoom, reach out to your team member who configured the email parser.

Problem 2: Statuses in Pro Portal do not match the status in my CRM.

Here’s the flow of what is happening behind the scenes to ensure that the Pro Portal has the latest status:

  1. You update a referral’s status in your CRM (say, marking it “Sold” in AgencyZoom).
  2. Your CRM tells Zapier about that change.
  3. Your Zap passes the update along to RamseyTrusted Pro Portal, matching it to the right referral by email address.
  4. Pro Portal translates your CRM’s status into one it understands (New, Attempting Contact, Made Contact, Quoted, Sold, Lost, Dead) and updates the referral accordingly.

Any one of these steps can break down. We’ve ordered the checks below from the quickest to rule out to the ones that mean it’s time to bring in RamseyTrusted Pro Support.

Step 1: Is your Zapier account still active?

This integration needs a Zapier account with an active plan (paid or trial) to send zaps to the Ramsey Pro Portal. If your trial ran out or your plan lapsed, every Zap on your account stops running—even ones that still show as "on".

  1. Log into Zapier
  2. Go to the account page.
  3. Renew or upgrade your plan if it’s lapsed.

Step 2: Do you have a Zap configured for the Ramsey Pro Portal?

Check the Zapier Workflows to ensure you have an active Zap configured to send status change event to the Ramsey Pro Portal

  1. Go to the Zap Workflows page.
  2. Check the list to see if there is a zap to send lead status changes to the Ramsey Pro Portal.
  3. If the zap is not present follow this setup guide.
  4. If the zap is disabled/inactive, turn it on.

Step 3: Is the Zap configured to trigger based on "Lead Stage Changed"?

Next check to ensure the correct AgencyZoom trigger is in use and configured to use trigger on "Lead Stage Changed".

  1. Go to the Zap Workflows page.
  2. Click the name of the active zap in the list which will open the Zap editor.
  3. Check the first step which should be "AgencyZoom" by clicking on the step.
  4. The "Trigger event" must be "Lead Stage Change", not "Lead Status Change". This is a subtle difference but will cause Ramsey Pro Portal to only receive some of the updates.
  5. Make sure you click "Publish" in the top right corner if you made a change.

Step 4: Are the Zap’s fields mapped correctly?

Next check the Ramsey Pro Portal step, which should be the third and final step, to ensure the mapping is configured properly.

  1. Go to the Zap Workflows page.
  2. Click the name of the active zap in the list which will open the Zap editor.
  3. Check the third step which should be "Ramsey Pro Portal" by clicking on the step.
  4. Click on the "Configure" tab in right rail.
  5. You will want to make sure that you are properly mapping the AgencyZoom fields to the cooresponding Ramsey Pro Portal fields.
    1. Primary Status is required and should be mapped to the "Status" in AgencyZoom.
    2. Secondary CRM Status is optional if your CRM configuration does not use stages, but for most users it should be mapped to "Workflow Stage Name" in AgencyZoom.
    3. Opportunity Email is required and should be mapped to "Email" in AgencyZoom.
    4. Policy Amount is optional, but if it is included, under most circumstances it should be mapped to "Total Policy Premium" in AgencyZoom.
  6. Make sure you click "Publish" in the top right corner if you made a change.

Step 5: Does the referral’s email address match?

We find the right referral in Pro Portal by email address—not by a CRM record ID or referral ID. If the email on the referral in your CRM doesn’t exactly match what we have on file, we have nothing to match the update to, and it gets skipped without any indication.

This happens for a few reasons:

  • The email field wasn’t filled in when the referral was first created in your CRM.
  • Someone edited or corrected the email in your CRM after the referral came in.
  • There’s a typo, extra space, or a completely different email address (for example, if the referral was re-entered by hand).

How to fix it: Update the email on the referral in your CRM so it matches exactly, then trigger the status update again (or just wait for the next status change).

Step 6: Are your Pro Portal credentials still good?

Your Zap connects to Pro Portal using an API key and secret that are separate from your CRM login. These can expire or get revoked over time.

How to fix it:

  1. Head to Pro Portal Settings → Zapier → Generate API Credentials.
  2. Copy the new API Key and Secret.
  3. Back in Zapier, reconnect the "RamseyTrusted Pro Portal" account following this guide.

Step 7: Was the referral created on or after February 1, 2025?

We only sync automated status updates for referrals created on or after February 1, 2025. If the referral you’re updating predates that cutoff, it won’t sync, no matter how many times you change the status in your CRM.

How to fix it: There isn’t a fix—this is intentional on our end, not a bug. If the referral is older than the cutoff, move on and check the next step.

Still Stuck? We’re Happy to Help!

If you’ve worked through everything above and it’s still not working, reach out to RamseyTrusted Pro Support with the following items, and we’ll dig in quickly:

  • Your Pro Portal organization or account name
  • The CRM you use (e.g., AgencyZoom)
  • The referral’s email address
  • The referral’s name and roughly when you changed the status in your CRM
  • A screenshot of the Zap’s Task History, including any error messages you see
  • The status you set in your CRM, and what Pro Portal currently shows for that referral

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