Troubleshooting

The tile says Finish setup

You connected but didn't confirm your settings, so nothing syncs yet. Click the tile, review the Pull and Push tabs, and click Turn on HighLevel sync.

The connection fails right after signing in

• An agency-level install. AdaptClose connects one sub-account. Connect again and pick a sub-account, not the agency.
• The approval was cancelled. Connect again and approve the permissions HighLevel lists.

"HighLevel needs to be reconnected"

HighLevel refused AdaptClose's access. Usually the app was uninstalled from the sub-account, or the user who connected lost access to it. The owner reconnects from Account > Integrations. Settings and links stay. See Reconnect for what happens to writes from the gap.

A note or task didn't show up

Check these in order:

1. The customer is linked. The customer's page shows the HighLevel contact in its HighLevel section.
2. The call is graded. Nothing is posted before grading finishes.
3. The setting isn't Don't send. Turning stage notes on sets Call summary to Don't send.
4. Sync is on. The tile says Connected, not Finish setup.

If HighLevel was busy, AdaptClose retries for a while, waiting up to an hour between tries. If the customer's page says Last push failed, the contact was probably deleted or merged in HighLevel. Unlink the customer and link the right contact.

The opportunity didn't change

• No open opportunity. AdaptClose updates the contact's open opportunity and never creates one. With a pipeline picked, it has to be in that pipeline.
• It's won or lost. Closed opportunities are left alone unless Reopen a closed opportunity is on.
• No stage change. Stages only change with a pipeline picked, Update the opportunity stage on, and the outcome mapped to a stage.
• The latest outcome didn't change. Updates run when the customer's latest outcome or deal amount changes. A call without an outcome changes nothing.
• Another opportunity changed. With several open opportunities, AdaptClose updates the one that was updated most recently.

Notes are written as the wrong person

The rep isn't linked to a HighLevel user, so notes are written as the user who connected HighLevel. Link the rep from their page in AdaptClose. Notes already posted keep their author.

A contact doesn't come up in search

• Type at least three characters of the name.
• When the customer's rep is linked to a HighLevel user, search only covers contacts assigned to that user. Assign the contact to them in HighLevel.
• Contacts under Pull > Customer lookups may be off.

AdaptClose fields are missing or doubled

AdaptClose finds its fields by name. A field deleted in HighLevel is created again on the next write. If one was renamed, AdaptClose creates a new field with the original name. Rename yours back, then delete the extra field.

Calls aren't being graded

• Call recording is off for that number in HighLevel.
• The caller isn't on the team. Their HighLevel user has to be linked to an active member of the team picked under Phone calls.
• The call didn't qualify. It's shorter than Shortest call to grade, in a direction you left out, or didn't finish as a completed call, like a voicemail or a missed call.
• The day's minutes are used up. Pulling picks up again when minutes are available, starting from the call it stopped at.
• It's too soon. Pulls run every 15 minutes, and a call still in progress holds the pull until it ends.
• It's from before you turned grading on. With Calls from now on, earlier calls aren't pulled.

The Up next card doesn't show in the app

• The rep isn't linked to a HighLevel user.
• The rep has no appointments left today, or none assigned to their HighLevel user.
• HighLevel couldn't be reached. Recording works as usual.

Still stuck

Email support@adaptclose.com with your AdaptClose account name and the HighLevel sub-account name.