amoCRM leads not syncing: what is sent, duplicates and empty deals

When amoCRM leads are not syncing, managers don't see the clients the bots have already handled, and ads and calls work for nothing. Most often it is not a failure but a setting: the step is not matched, the lead has no phone number, or the account password changed. The opposite trouble — duplicate and empty deals — is almost always explained by the exchange rules too.

The amoCRM app is an integration from amoMarket that moves account leads into amoCRM deals and stage changes back into the account. How to install it and what to match is described in the article amocrm integration. Here you will find what is sent and when, why leads don't arrive and where duplicates come from. Watch the two-minute video, and below you'll find step-by-step instructions.

What is sent from the account to amoCRM and back

Editing deal fields in amoCRM without a stage change sends nothing to the account. The conversation summary reaches the deal only if the bot writes it to a lead field and that field is matched.

When the data reaches amoCRM

Lead changes made within 5 seconds are merged into one update. If the connection to amoCRM drops, the app makes up to 5 attempts. If amoCRM returned an error, there is no retry: the data goes with the next lead change on a matched step.

From amoCRM, changes are merged within 3–15 seconds, and on a failure the app keeps retrying for up to two days. Errors with signing in to the account, the plan, the project number and a deal without a phone are not retried, so fix the cause first.

Why leads are not syncing to amoCRM

• The step is not matched. The app sends a lead only if its current step is in the “step → pipeline and stage” map. Add the step in the app window.
• The lead has no phone number. The contact and deal are found and created by phone. Add a number to the lead card.
• The account password changed. The app signs in to the account with the login and password. Open the app window in amoCRM, enter the new password and click “Connect”.
• The account plan expired. Without an active plan, the exchange stops. Renew the plan.
• amoCRM payment expired. An unpaid amoCRM account does not accept requests.
• The app was deleted or has not been authorized for a long time. Reinstall it: first “Delete”, then “Install”.
• Wrong project number. The app window shows “Project number error … (no access)” or “Project … not found in your account”. Check the number in the account's address bar.
• amoCRM did not respond. To avoid a duplicate, the app does not create a deal at that moment. Move the lead to the step again.
• The account is not on amocrm.ru. The app works only with amoCRM accounts on amocrm.ru.

In the other direction, a lead is not created if the deal's contact has neither a phone number nor an email: fill them in on the amoCRM card. A deal without a linked contact is not sent either.

Messages in the app window

• “Wrong login or password”. Enter the account email and password — an API key will not work.
• “Failed to get amoCRM fields (code N). Open the settings again.” amoCRM did not return the field list — close the app window and open it again.
• “The account is not connected via OAuth — install the integration first”. The app is not installed: click “Install” and “Allow”.
• A message asking to reinstall the integration. Access to amoCRM is lost: click “Delete”, then “Install”, and connect the account again.

How to check the amoCRM integration

1. 1
   Check the map

   In the app window, the needed step has an amoCRM pipeline and stage chosen.
2. 2
   Check the connection

   The project number, login and password were entered again after the last password change.
3. 3
   Send a test lead

   Move a lead with a phone number to a matched step. A deal with notes appears in amoCRM.
4. 4
   Check the reverse direction

   Move the deal to a stage from the reverse map. The lead in the account moves to the chosen step.

Where duplicate deals in amoCRM come from

When the app gets a lead for the first time, it looks for the deals of the contact with the same phone number. If there are three deals or fewer, all of them move, closed deals and deals from other pipelines included, except protected stages from the exceptions. If there are more than three, only the most recent one moves.

The app leaves a deal on a protected stage alone and creates a new one, by design, so as not to break closed sales. So do not match a step with a stage that is in the exceptions: every move of the lead would create a new deal.

The app filters out other duplicates itself. A lead is linked to its own deal, requests for one phone number run one at a time, and deals created in the last 15 minutes are taken into account in the search. A call recording is added once, identical notes are not repeated, and a second task with the same text is not created. More about duplicates in the account itself is in the article duplicate leads in crm.

In the other direction, all deals of one contact merge into one account lead.

Why an amoCRM deal is empty or has no name

• No name template. If deal renaming is off, amoCRM names the deal itself. Turn it on and set a template with the phone and name.
• The field was empty at the step change. Empty fields are skipped. If the bot fills the field later, the value goes with the next lead change on that step.
• A list without value pairs. List values are sent only if pairs are set for them.
• Long text. Values longer than 255 characters are cut.
• Budget. The deal amount is not sent in either direction.

The contact gets the lead's name, or the phone number if there is no name. A lead created from amoCRM arrives in the account without a name.

The deal lands on the wrong stage after a bot call

A wrong stage costs more than it seems: a hot client on the refusal stage drops out of the manager's work. The app puts the deal on the stage matched with the lead's current step. Open the lead in the account and compare its step with the map in the app window.

• The step is right, the stage is not. In the map, the step is matched with the wrong stage or pipeline. Fix the pair and save the settings.
• The step itself is wrong. The voice bot chose it from the conversation. Train the step in “Training AI”: “Data write test” → the expected step → “Test the funnel step”, then run the other cases.
• The step “floats”. Under the bot's reply in “Training AI” there is a red “Choose the correct step” button: the checks return different steps, and the deal lands on one stage, then on another. Click it and specify the right step — after retraining, the step stops changing.

Step training is covered in detail in the article ai voice bot crm integration.

Several projects and one amoCRM

You can connect several projects to one amoCRM, including projects from different accounts. In the app window, enter the other project's number, its login and password, click “Connect” and save the settings.

• The window shows the project whose number is in the field, otherwise the first connected one. Check the project number before editing the map.
• An event from amoCRM goes to the first project that has this stage in its reverse map. Do not match one stage in two projects.
• The search for deals by phone ignores the project.
• Support can unlink a project from amoCRM.

One project cannot be connected to two amoCRM accounts: connecting again rebinds the project. Different projects of one account connect to different amoCRM accounts without limits.

Read also: amoCRM integration, Duplicate leads in CRM, AI voice bot CRM integration, Bitrix24 two-way sync