Troubleshoot external CRM logging

SAMI can mirror eligible calls, texts, notes, tags, and answered-transfer assignments to Lofty, Follow Up Boss, and Sierra Interactive at the same time. Each provider runs independently: missing activity in one provider does not stop the others, and it does not undo or interrupt the original SAMI call, text, note, tag, or transfer.

Confirm the provider setup

The provider tile is the visible connection check in SAMI OS. Open the CRM where activity is missing and review that provider's saved key and switches.

1. Open the affected provider

   Head to Settings → Integrations, select SAMI external CRM logging, and open the Lofty, Follow Up Boss, or Sierra Interactive tile where activity is missing.

2. Confirm the saved key

   A tile with a saved key shows Connected, and the key field shows its last four characters. If the tile shows Not connected, add a valid key. If it already shows Connected, re-save a current key for that provider to rule out a revoked or replaced credential.

3. Check the matching switch

   Confirm that the switch for the missing activity is on: calls, SMS messages, notes, tags, or answered-transfer assignment. Each provider has its own five switches, so check the selected tile even if the same activity is enabled for the other CRM.

Why an activity gets skipped

Not every miss needs a credential change. SAMI looks up the provider's existing lead or person by the contact phone before it writes anything. If no record has that phone, SAMI intentionally skips the external write and does not create a new external CRM record.

• No matching phone. If the contact phone does not exist on a Lofty lead, Follow Up Boss person, or Sierra lead, there is nowhere to attach the activity. Add or correct the phone in that provider, then trigger a new eligible activity. Sierra matching uses the US E.164 form +1XXXXXXXXXX.
• The activity type is turned off. Each type — calls, texts, notes, tags, and answered-transfer assignment — has its own toggle. If one type is missing while others log fine, the matching toggle is off. Re-enable just that toggle on the integration.
• Not connected. If the integration is disconnected, nothing mirrors at all. Re-save the key to reconnect.
• No Follow Up Boss user email match. An answered-transfer assignment in Follow Up Boss additionally requires the answering user's SAMI OS email to exactly match an active Follow Up Boss user email, ignoring capitalization. A missing match skips only that assignment.
• The email does not identify the intended Sierra agent. For an answered-transfer assignment, SAMI sends the answering user's SAMI OS email directly to Sierra. Make sure the same email identifies the intended Sierra agent.

Test with a new eligible SAMI event

After checking the key, switch, phone, and any provider-specific email requirement, trigger a new event of the same type. The settings panel does not show event-level delivery details, so confirm the result on the existing lead or person in the external CRM.

1. Create a matching event

   Send or receive a SAMI text, complete an eligible SAMI call, create a SAMI system note, apply a new SAMI tag, or complete an answered transfer that matches the switch you checked.

2. Inspect the external record

   Open the matching Lofty lead, Follow Up Boss person, or Sierra lead and confirm the new activity appears there. If it does not, re-check the selected provider's key access and phone match before trying another new event.

3. Confirm provider isolation

   If multiple providers are connected, check them separately. Activity can continue in the other CRMs, and the original SAMI action still completes, even when one provider does not add its copy.

If only one provider is missing the activity, keep troubleshooting that tile. Do not disconnect or replace another provider's working key.

Related articles

• Log SAMI activity to Lofty (external CRM logging)
• Log SAMI activity to Follow Up Boss
• Log SAMI activity to Sierra Interactive
• Integrations in SAMI OS: what connects and where to set it up