CRM Issues

Fix a missing push button, a push that didn't land, 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 needs attention, Tenali matched a different record than you meant, or a push was refused for a reason worth reading. Find your symptom below.

Connecting

Connect opens a tab and nothing happens — or no tab opens at all

If no tab opens, that's usually fine: when Tenali finds you're still authorized it skips the sign-in entirely, restores the connection in place and tells you so. Nothing is wrong and there's nothing to click; give it a few seconds.

Otherwise, 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.

Salesforce only lets people authorize connected apps their org has approved. If you're the first person on your team to connect, ask a Salesforce admin to approve the Tenali for Salesforce app (in Salesforce Setup, under Connected Apps OAuth Usage), then connect again. See Salesforce.

I already have the other CRM connected

You can have one CRM connected at a time. Tenali checks before the sign-in tab opens and stops with a message naming the CRM you already have, for example "HubSpot is already connected. Tenali supports one CRM at a time — disconnect HubSpot first, then connect Salesforce." Disconnect the CRM you're leaving on the Integrations page first, then connect the new one.

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.

The button says Reconnect instead of Push

Tenali's access to your CRM expired or was revoked. Click the button, then Go to Integrations, and click Reconnect on that CRM's row. Push works again as soon as you've signed in.

The push didn't finish

Push opens a side panel, and Tenali tells you in that panel if it couldn't finish. Read the message first, then work through the likely causes:

Your connection needs reconnecting. The CRM's row on the Integrations page shows Needs reconnect. Click Reconnect and sign in again.
The record was deleted or you've lost write access to it in your CRM.
The meeting has no summary yet — easy to hit from the meetings-list row button, which doesn't check first.
Your subscription lapsed. Push requires an active subscription; without one you get an upgrade prompt instead.

Tenali picked the wrong deal, or can't find it

Reply in the push panel with the right company or deal name, for example "it's the Acme renewal, not the Acme expansion", and Tenali proposes the update for that record instead. If the company or deal doesn't exist yet in HubSpot, Tenali can create it as part of the proposal.

If creating a company fails on 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. (A connection that still works has no Reconnect button; that only appears when HubSpot has ended Tenali's access.)

The close date didn't change

A close date moves your forecast, so it waits on the approval card in the push panel. Approve the card, or edit the date on it first.

I pushed to the wrong record

On HubSpot, reply "undo that" in the push panel. Tenali shows what it will roll back on a card, then reverses it. Tenali marks its note as reverted rather than deleting it. Then push again and point Tenali at the right deal.

On Salesforce, Tenali only drafted the update, so nothing landed. Paste the draft into the right record, or fix the text you already pasted in Salesforce.

Push to Salesforce drafted the update instead of writing it

With Salesforce, Tenali reads your records and drafts updates for you to paste: the next step, the meeting note and the field values from the call. Copy them into the Salesforce record. See Salesforce.

Chat

Chat stopped using my CRM

If your CRM ends Tenali's access (a password change, an admin revoke or an expired session), the CRM's row on the Integrations page shows an amber Needs reconnect badge with the reason, and chat answers from your meetings and knowledge base without CRM data until you fix it. 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 Reconnect on the CRM row and complete the sign-in.

"HubSpot tools are temporarily unavailable" / "Salesforce tools are temporarily unavailable"

Your connection is fine. Tenali's CRM tool layer didn't load for that one message, and it clears on its own — send the message again in a minute.

Don't disconnect and reconnect for this one. Nothing is wrong with your authorization, so a reconnect cycle costs you a CRM sign-in and fixes nothing.

"The connected CRM account does not have the required scope/permission for this call"

Your CRM refused the call on permissions, and Tenali is telling you so precisely rather than guessing. Check the object in question against your own CRM profile or permission set — on Salesforce that's usually a profile or permission-set restriction on the object or field; on HubSpot it's the permissions on your user. Anything Tenali can't positively identify as a permission problem is reported as a transient failure worth retrying instead, so this message means the denial was verified.

What happens to a review card after I refresh?

Your decision and the per-change outcome are saved on the message, so reloading the chat — or opening it in a second tab — shows the card in its settled state with the results, not a fresh pending card. A card you have not yet decided on also survives a refresh and works normally.

Chat won't make CRM changes at all

There's nothing to switch on — write-back is available to anyone who meets two conditions, so it's one of those that's missing. First, a healthy HubSpot account connected to your own account: none connected, a connection that needs reconnecting, or both HubSpot and Salesforce active at once all stop the writes (with two connected, Tenali refuses rather than guessing which you meant). With Salesforce, chat drafts the update for you to paste instead. Second, you need to be in chat or in a Slack DM — write-back isn't available in the desktop overlay, on mobile, or in Slack channel replies. See Update Your CRM from Chat.

Chat won't create a company or deal

Creating companies and deals works on HubSpot. If a create is proposed and then reported as failed, the usual cause is a permission your HubSpot login doesn't have. After your admin grants it, Disconnect and then Connect HubSpot again from the Integrations page.

Approving CRM changes in Slack

Slack approval cards behave differently from the web card — every change waits for you, and the buttons apply or discard the whole batch. For "This approval isn't yours to action", stuck cards, and missing cards, see Slack Issues.