Call missing from your CRM? A Heilo troubleshooting checklist
Troubleshoot missing CRM notes, incorrect contacts and duplicate records by checking call capture, webhook delivery and how the data is saved.
Check three stages separately: whether Heilo captured the call, whether the webhook arrived and whether the data was saved to the CRM. A successful webhook test does not prove that a real call was saved against the correct customer.
This guide is for sales managers and anyone responsible for the integration. It follows Heilo's current event documentation, reviewed on 11 October 2026. We have not tested every CRM configuration.
Identify the missing stage
| Observation | Start here |
|---|---|
| The call is missing in Heilo too | The business number, how the call was made and the recording setup |
| Call exists, but audio or text is missing | Recording and processing result |
| Transcript exists, no delivery | Subscription, selected events and delivery log |
| Delivery succeeded, no CRM record | Webhook processing history and the CRM's response |
| Wrong contact or duplicate note | Matching rules and deduplication |
1. Identify the call precisely
Record the call ID, approximate time, direction, business number and expected CRM contact. Names alone are ambiguous. A number may be shared, and one customer may have several open deals. Check that you are viewing the correct organisation and account in both systems.
2. Verify capture before troubleshooting the CRM
Missed-call forwarding captures messages left by callers; it does not record calls you answer. To capture a live call with the listener, you must invite it into a supported conference call. A dedicated number captures calls through its configured route, and outbound calls must start through Heilo. Calling with your phone's ordinary dialler or WhatsApp does not activate that route.
If the audio is missing or transcription is still pending, check the processing status. A pending status does not mean processing has failed permanently. Before making another chargeable call just to create a CRM record, inspect the existing data and logs.
3. Check the event and subscription
Heilo offers events including call.completed, call.recording.ready and call.transcribed. They have different meanings and payloads. Use the current event table and examples; not every call-related event contains the final summary.
Check the receiving endpoint's URL, the subscription status, the selected events and which phone numbers the subscription covers. Inspect the webhook's delivery log for the specific event. For integrations that poll the API, check the API key's scopes, any filters and the time window being queried instead.
4. Check a real call event after testing connectivity
webhook.test is a test event. Configure the receiving service to distinguish it from real call events so it does not create contacts or tasks from a test. A successful connectivity test confirms only that the tested part of the connection works.
For a real event, compare the event ID, event type and data.call_id with the values received by your endpoint. Verify the signature according to the documentation. Check the signing secret and integration settings if verification fails; do not disable signature verification as a workaround.
5. Check that the CRM saved the data
A successful HTTP response from the receiving endpoint does not confirm that a later step saved the data to your CRM. Check the execution history in Make, Zapier or your receiving service, then inspect the CRM's response to the request to save the data.
Check for missing permissions, incorrect field names, rejected dates, API limits and filters that exclude unknown numbers. This list is a starting point for troubleshooting; it does not rank causes by frequency. Confirm whether the step should create a contact, a note or a task. Success with one does not confirm that the others were created.
6. Handle matching and repeat deliveries
Normalise numbers, for example to E.164, and define rules for withheld numbers, shared lines and multiple matching contacts. Do not silently write to the first deal when several are open.
Make sure your integration recognises repeated deliveries of the same event. If you want one note per call, also track the call ID and the CRM action being performed: different event types from the same call have different event IDs. You need to prevent both duplicate processing of one event and multiple notes for one conversation.
7. Save the missing data after fixing the cause
After fixing the cause, check the current CRM state. Then process the available event again or retrieve the existing call through the documented API. Do not assume infinite retries or that every historic event can be replayed.
Start with one known call and confirm that retrying creates no duplicate. Monitor the step that failed and assign someone to investigate future failures.
Information for support
Provide the call and event IDs, date, event type, the step that failed and an error message from the receiving service with sensitive details removed. Do not send API keys, signing secrets or the full private conversation. Remove customer data from screenshots before sharing them.
FAQ
Does a passing webhook test mean the integration is ready?
It confirms only that the part you tested works. Check that a real call event reaches the correct CRM record and that repeated deliveries do not create duplicates.
Does Heilo have a native connector for every CRM?
No. API, webhooks and Zapier/Make recipes require a configured workflow.
Must I call the customer again to repair the record?
You do not need a new customer conversation just to save a call that Heilo has already captured. Check its existing data and logs first; call again when you need to speak to the customer.
Choose how Heilo should capture your calls
Capture every business call automatically.
A dedicated Heilo number handles inbound and outbound calls and keeps transcripts, agreements, and tasks in one place.
