AlterLabs guides
Facebook leads not reaching your CRM? Start here
A campaign can collect enquiries while the sales team sees nothing new in its CRM. Before rebuilding the connection, follow one missing enquiry from its source to its destination. This checklist separates an access problem from a delivery or processing problem.
1. Confirm the enquiry exists at the source
Use an authorised account to check the relevant Page and lead form in Meta. Record the form, submission time and lead reference in your approved business system. Check that you are comparing the same time period and Page: similarly named Pages and old forms can send an investigation in the wrong direction. If the enquiry is absent at the source, a CRM repair will not create it.
2. Check access before changing the workflow
Ask the Page owner to review the account and business integration used by the connection. Check which Page was authorised and whether the integration can still retrieve its leads. A connection that worked earlier may stop after access changes or an account restriction. Use the provider’s current setup guidance; menu labels and permission requirements can change. Do not paste access tokens into chat or screenshots.
3. Find the last successful handoff
Look at the connector or server logs for a recent successful run and the first failure. Did retrieval fail, did the destination reject the request, or did processing finish without creating a new record? Record the error category and timestamp, with customer data and credentials removed. This gives the owner a specific fault to resolve instead of repeatedly reconnecting every account.
4. Check mapping and duplicate rules
A lead may reach the destination but fail a required-field check, or be recognised as an existing contact. Search the CRM using an approved identifier and inspect the import result. Decide whether a repeat enquiry should update an existing record, create a new opportunity or remain separate. Do not turn off duplicate protection simply to make the visible lead count rise.
5. Recover missed enquiries deliberately
After restoring access, agree the affected period and retrieve available records through an authorised route. Check what the source and connector still make available; do not assume every historical enquiry can be recovered. Preserve source references and reconcile created, updated, duplicate and failed records separately.
An example from our implementation work
In one recent real-estate integration, invalid access and an account-verification restriction interrupted retrieval. After authorised access was restored, a catch-up run created missing records and skipped existing contacts. We then moved polling to a server so it no longer depended on an office PC remaining on. This describes one repair, not a universal diagnosis or a claim of increased sales.
6. Prove the repair from end to end
Submit a clearly labelled test enquiry using the supported testing route. Verify its source, destination fields, assigned owner and next action. Confirm that an automatic run also completes. An active timer alone proves scheduling, not delivery. Agree who receives failures and who can renew access when required.