Reference
Troubleshooting
Most answers are in the sync log at the end of the settings page. This page explains every line it can show.
Common problems
A conversation isn't in HubSpot
Wait a minute: replies are collected for about a minute before they are written (at most 5). Then search the sync log for the conversation's ID (the number at the end of its Intercom address). The line next to it says what happened; the table below explains each one. No line at all means YTI Sync hasn't heard of it: check that Intercom is connected at the top of the settings.
The note is on the contact but not on the company
The company is found by the website of the customer's company in Intercom, or else their email domain. Free email domains (gmail.com and the like) never match, and companies are only created when Create a HubSpot company… is on. See Contacts and companies.
The note is on the company but not on the contact
HubSpot refused to create the contact: the sync log line next to the conversation says why (an email address HubSpot doesn't accept, or a legal basis your account needs because GDPR features are on). Fix that, and the next sync adds the contact to the same note. See Contacts and companies.
The Intercom card isn't on contact records
HubSpot doesn't add app cards to record layouts by itself; add it once with Customize on any contact. See Intercom card on contacts.
Duplicate contacts appeared
YTI Sync creates a contact only when no contact has the customer's email. If a contact has the email in a second email field only, HubSpot's search may not find it. Merge them in HubSpot; the next note goes on the merged contact.
A ticket is in the wrong stage
Check the stage choices under Tickets in the settings. Moving a ticket in HubSpot doesn't change Intercom, and the next change in Intercom sets the stage again. See Tickets.
HubSpot fields don't show in Intercom
They need the Pro plan, a HubSpot contact with the customer's email, and a new message from the customer (that is when they are copied). In Intercom, the hs_ attributes may have to be chosen for the customer details panel the first time.
The settings page says YTI Sync is not reachable
Reload the page after a minute. If it stays, write to support@yti.digital; syncing itself keeps going in the background and catches up on anything queued.
Intercom shows a YTI Sync warning
Intercom checks every day whether YTI Sync works for your workspace and shows a warning with a button when it needs you: when YTI Sync isn't connected to HubSpot yet, when Intercom was disconnected, or when items failed to sync in the last day. The button leads to the fix: installing in HubSpot, reconnecting Intercom, or this page.
Old conversations are missing
On connect, the last 30 days are added. Use Add past conversations in the settings for up to 90 days (Starter) or 12 months (Pro).
Sync log messages
| Message | Level | What it means |
|---|---|---|
| Logged as a note (created contact / company) | info | Done. The brackets say what was created along the way. |
| Logged as a note … on the company only. HubSpot does not accept the Intercom contact's email address | warn | The address has a typo or a made-up domain. Fix it in Intercom; the next sync adds the contact to the note. |
| Logged as a note … on the company only. HubSpot needs a legal basis for new contacts (GDPR is on in this portal) | warn | Choose one under Legal basis for contacts the app creates in the settings; the next sync adds the contact to the note. |
| Not logged: HubSpot does not accept … / needs a legal basis …, and no company matches | warn | The same two reasons, with no company to log it on yet. Fix it, then the next reply (or Add past conversations) logs the conversation. |
| The note now has its contact | info | A note written on the company only got its contact, after the fix. |
| Not logged: fewer than N customer message(s) | info | On purpose: the setting Customer messages needed… asks for more. It is logged once the customer writes enough. |
| Not logged: only a bot answered | info | On purpose. Logged once a teammate replies, or turn off Skip conversations only a bot answered. |
| Not logged: the conversation has no contact | warn | Intercom has no customer on it (rare, for example a deleted user). Nothing to attach the note to. |
| Not logged: the Intercom contact has no email | warn | A visitor who never left an email, and no company to log it on. It is logged if they leave one later. |
| Not logged: no HubSpot contact or company matches, and creating contacts is off | warn | Turn on Create a HubSpot contact…, or add the contact in HubSpot; the next change logs it. |
| Not logged: the Free plan logs 50 conversations a month, and that is reached | warn | See Plans and billing. Logged next month or right after an upgrade, at its next change. |
| The note was deleted in HubSpot; writing it again | info | Someone deleted the note; a new one is written. |
| Created a HubSpot ticket (no matching contact or company) | info | The ticket exists but isn't associated. Add the contact in HubSpot and associate it by hand if needed. |
| Created a HubSpot ticket without its contact. … | warn | HubSpot refused the contact for one of the reasons above; after the fix, the next sync adds it to the ticket. |
| Not synced: ticket sync is included from the Starter plan | warn | The Free plan doesn't sync tickets. |
| Not synced: this HubSpot portal has no ticket pipeline | error | Every HubSpot account starts with one, so it was deleted: create a ticket pipeline in HubSpot's ticket settings (Pipelines). |
| Copied N HubSpot field(s) to the Intercom contact | info | Pro: the customer's HubSpot fields are fresh in Intercom. |
| Intercom access was revoked. Reconnect Intercom… | error | YTI Sync was uninstalled in Intercom or its access withdrawn. Choose Connect Intercom in the settings. |
| YTI Sync was uninstalled in Intercom; syncing stopped | warn | Someone removed YTI Sync in Intercom. Choose Connect Intercom in the settings to resume. |
| Intercom disconnected: syncing stopped | info | Someone chose Disconnect Intercom. Connect it again to resume. |
| The app was uninstalled from this HubSpot portal; syncing stopped | warn | HubSpot no longer accepts the app's access. Install it again to resume within 30 days with everything kept. |
| Gave up after N attempt(s): … | error | An item failed 8 times (or for good). The text after the colon is the error from HubSpot or Intercom. Fix the cause if it names one, then press Retry. |
| Subscription …: back on the Free plan | warn | The paid plan ended (cancelled, or the card failed for good). |
| Unknown Stripe price … | error | A billing mix-up on our side; your plan stays as it was. Please tell support@yti.digital. |
Still stuck?
Write to support@yti.digital with your HubSpot account ID (in HubSpot's account menu, top right) and the Intercom ID of the conversation or ticket. We answer within one business day. We never need your passwords.
Status: if nothing syncs for anyone, sync.yti.digital/healthz shows whether the service is up.