Understand how CRM accounts sync with Thena
Victor Joseph
Last updated: 16 December 2024
The possible reasons for this issue are:
No customers (users) added to the customer channel:
Thena maps accounts only when a customer joins the Slack channel and has their email address shared in their Slack profile.
Incorrect domain in the CRM:
The customers in the Slack channel must have an email address with a domain that matches the one associated with the CRM account. Thena maps accounts only if the domain in the CRM matches the customer’s email domain.
CRM account was recently added:
If the CRM account was added in the past few hours, the sync frequency may not have run yet. You can verify the sync frequency by going to the Integrations page from the left navigation bar. Click Configure under the Salesforce/HubSpot CRM card, and then select Set frequency (located in the top-right corner). You can also change the frequency from there.
If you’ve verified these and still face issues, please reach out to Support for assistance.
