CRM Issues

Fix a missing push button, an empty record picker, a CRM that stopped answering in chat, or a connection that won't complete.

Most CRM problems in Tenali come down to one of three things: the connection isn't what you think it is, the record you want isn't in the picker, or a push failed without telling you. Find your symptom below.

Connecting

Connect opens a tab and nothing happens

The authorization screen opens in a new tab the instant you click Connect, so a pop-up blocker will swallow it. Allow pop-ups for app.tenali.ai and try again.

Tenali waits about two minutes for you to finish. If the tab is closed, the sign-in stalls, or you never reach the approval screen, the attempt ends with "Connection timed out. Please try again." Nothing is connected at that point — just start over.

I already have the other CRM connected

You can have one CRM connected at a time, and the check happens after you sign in, not before. Tenali lets you click Connect on the second CRM, opens the tab, and lets you complete the whole authorization — then refuses it with "Failed to connect to HubSpot: You already have Salesforce connected. Please disconnect it first." (with the CRMs swapped depending which you have).

Sometimes the attempt doesn't produce that message at all and instead sits until it times out. Either way, the fix is the same: Disconnect the CRM you're leaving on the Integrations page first, then connect the new one.

It says Connected, but CRM answers are empty

See Chat stopped using my CRM below — this is the same problem.

Pushing a summary

The Push button is missing

The push button is deliberately hidden in several places:

On a summary someone shared with you. You can push meetings you recorded, not ones shared into your account.
In the admin org-wide meeting view. Admins reviewing a teammate's meeting can download and share it, but not push it to a CRM.
On a meeting that's still live. While a call is in progress its row shows only "Open Tenali" — push it once the call has ended and the summary exists.
On the Imported tab. Meetings brought in from another tool don't carry a push action in the list.

If it's missing from a finished meeting of your own in the All Meetings list, no CRM is connected — that row button only appears once you've connected one.

The Push button is greyed out

There's no summary for that meeting yet. If the call ended without transcripts, follow Diagnose an Empty Transcript.

Nothing happens when I click Push

The likely causes, in order:

Your connection needs reconnecting. Disconnect Salesforce on the Integrations page and connect it again.
The record was deleted or you've lost write access to it in Salesforce.
The meeting has no summary yet — this is easy to hit from the meetings-list row button, which doesn't check first.

HubSpot at least tells you something went wrong, with a red "Failed to push summary to HubSpot." The same causes apply.

I can't find my account, company, or deal

Neither picker searches your whole CRM:

Salesforce loads the first 100 accounts and the first 100 opportunities, and the search box filters what's already loaded. If a record isn't in that first 100, typing won't find it.
HubSpot company search needs at least two characters and returns 25 results with no paging — an empty search box shows nothing at all. Deals are capped at 100 per company, most-recently-updated first.

Narrow your search text, or create the company or deal inline from the HubSpot dialog if it genuinely doesn't exist yet.

If inline creation is refused with "Your HubSpot connection can't create companies. Please reconnect HubSpot with company permissions.", your HubSpot login is missing the permission to create companies. Ask your HubSpot admin to grant it, then Disconnect and Connect HubSpot again from the Integrations page so the new permission takes effect.

The close date is wrong, or didn't change

Tenali makes a best-effort attempt to infer a close date from the summary on every push, and only writes it when the result resolves to a real date. When it can't, the push still succeeds and leaves the existing close date untouched — with no message either way. Treat it as something to confirm rather than rely on, and fix the date in your CRM directly.

I pushed to the wrong record

Push the meeting again to the right record — but note that the first record keeps what Tenali wrote. Tenali doesn't clean it up, so clear the Description and Next step on the wrong record yourself.

Nothing in Tenali marks a meeting as already pushed, so check the record in your CRM if you're unsure whether a push landed.

Chat

Chat stopped using my CRM, but it still says Connected

Tell-tale signs: CRM questions come back with no deal data, no CRM source cards appear in the Sources row, and chat stops proposing CRM changes. If the connection was left half-finished, chat says so directly: "Your Salesforce integration is incomplete. Please reconnect your Salesforce account in the integrations page."

Fix: on the Integrations page, click Disconnect on the CRM row, then Connect again and complete the sign-in.

A review card looks pending again after I refreshed

A "Review CRM changes" card you've already applied or skipped will re-render as if it were still pending — amber, with live Apply and Skip all buttons — after a page reload, or if you open the same chat in a second tab. Pressing Apply on it again does nothing to your CRM; your original decision already stands. Check the record in your CRM if you want to confirm.

A card you have not yet decided on does survive a refresh and works normally.

Chat won't make CRM changes at all

CRM write-back is off by default and enabled per workspace by Tenali. There's no admin setting and no plan tier for it — contact support to have it turned on. You also need exactly one healthy CRM connected to your own account, and you need to be in chat or in a Slack DM: write-back isn't available in the desktop overlay or on mobile. See Update Your CRM from Chat.