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 was refused for a reason worth reading. 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

Both pushes now always report an outcome, so a silent dialog is no longer a symptom. A failure raises a red toast carrying the specific reason from your CRM — for example "Opportunity does not belong to the selected account" — falling back to "Failed to push summary to Salesforce." / "Failed to push summary to HubSpot." when there's no more detail.

Read the message first, then work through the likely causes:

Your connection needs reconnecting. Disconnect the CRM on the Integrations page and connect it 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 rather than a write.

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

Neither picker searches your whole CRM:

Salesforce loads up to 200 accounts, and the search box filters what's already loaded. If a record isn't in that set, typing won't find it. The Opportunity picker is scoped to the account you selected — it stays empty ("Select an account first") until you pick one, then lists up to 200 of that account's opportunities.
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

Click Undo on the push confirmation. It restores the record's previous field values and removes the logged entry — on Salesforce the Meeting activity is deleted; on HubSpot, where notes can't be deleted, the note is marked "[reverted by Tenali]". Then push again to the right record.

If the confirmation is already gone, revert the fields in your CRM by hand and delete the entry there. The chat "undo" only covers changes made in that chat, not button pushes.

If you're unsure whether a push landed, just push again — an already-pushed meeting reports itself as such and writes nothing.

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.

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, exactly one healthy CRM connected to your own account: none connected, a connection flagged as needing re-authorization, or both HubSpot and Salesforce active at once all stop the writes (with two connected, Tenali refuses rather than guessing which you meant). 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.