CRM FAQs (Desktop)

Tips and best practices for keeping your CRM integration with MyRepChat working correctly.

How Do I Set Up My CRM Integration Correctly?

• Connect MyRepChat using your own CRM login credentials — not a shared or admin account — and make sure they're current and not expired.
• When configuring your integration, review all settings and confirm the integration is enabled before saving. It won't be active until explicitly turned on.

What Syncs, and What Doesn't?

• Only contacts marked as clients in your CRM have their notes synced. Leads, households, and other non-client record types don't transfer.
• Notes follow the phone number. If notes aren't syncing as expected, search by phone number in your CRM — this usually surfaces duplicates, leads, households, or record errors that need fixing.
• If a contact in MyRepChat doesn't show your CRM's logo next to their name, they're not synced and their notes won't transfer. Every contact needs the CRM logo visible for texts to log as notes.

How Do I Keep My CRM and MyRepChat in Sync?

• MyRepChat is only as accurate as your CRM. Regularly check for duplicate records and errors in your CRM and correct them — otherwise notes may not sync as expected.
• After making changes in your CRM, use the Reconciliation feature to merge the update into the matching MyRepChat contact: go to Contacts > All Contacts, narrow by last name, then click the broken paperclip icon next to the contact.
• If a contact messages you first, or you create them directly in MyRepChat, use Reconciliation to link them to your CRM so texts log correctly going forward.

How Do I Save Changes in MyRepChat?

• After editing a contact, always click Save Contact at the bottom of the screen.
• Refresh your browser after saving to confirm your changes were applied correctly.

How Do I Delete a Record?

• Only contacts can be deleted in MyRepChat — texts cannot. Use the red delete button or trash icon to remove a contact if needed.