Summary
Import and integration issues usually show up as missing contacts, incomplete fields, or confusing sync behavior. The current app makes it clear that there are multiple import paths, multiple providers, and separate data-source management surfaces, so this page should help users debug the import pipeline without guessing.Who this is for
Customers and internal teammates diagnosing setup or operational issues.Common symptoms
- Contacts did not appear after an import.
- A data source exists, but the imported fields are incomplete or mapped incorrectly.
- A sync was triggered, but the results are missing or confusing.
- A team is not sure whether the issue belongs to provider credentials, field mapping, or contact quality.
First triage model
Check whether the source was added correctly
Start in Contacts → Data Sources and confirm that the data source exists, is identifiable, and looks like the expected provider or import path.Check whether mapping is the real problem
A successful import can still be operationally broken if the wrong columns are mapped for email, phone, name, or timezone.Check whether the issue is one-time import versus ongoing sync
Some problems belong to initial ingestion. Others belong to later sync behavior. Do not treat those as the same class of bug.Fast triage flow
- identify whether the team used file upload or a provider-backed data source
- confirm the source exists and is recognizable in Contacts → Data Sources
- confirm field mapping for the most important contact fields
- confirm whether the complaint is about missing records, bad values, or stale sync behavior
- only then decide whether this is a provider, mapping, or data-quality problem
The most common root-cause buckets
Source connection problem
The wrong provider, wrong credentials, or wrong import path can block the whole flow before mapping even matters.Field mapping problem
Data may arrive, but the important columns can still land in the wrong places. This is especially damaging for email, phone, name, and timezone fields.Data quality problem
Sometimes the import worked exactly as instructed, but the source data itself is incomplete or inconsistent.Sync expectation problem
Teams often assume a source will keep itself up to date automatically when they really set up a one-time import.Symptom guide
”The import finished, but I cannot use the contacts”
Check mapping and source-data quality before assuming the integration failed.”The source exists, but new changes are missing”
Treat this as a sync-behavior question first, not an import-format question.”The wrong people are showing up in campaigns”
That may be a data-source or segment problem rather than a campaign problem.First checks
- Confirm which import path or provider was used.
- Confirm the data source exists in Contacts → Data Sources.
- Confirm the expected fields were mapped correctly.
- Confirm the problem is not actually bad source data coming into TruAgents.
- Confirm whether the team expected a one-time import or an ongoing sync.
Good operator habits
- name data sources clearly so they can be recognized later
- verify a small sample of imported contacts before trusting the full set
- document whether a source is meant to be one-time or ongoing
- treat mapping review as part of setup, not cleanup after launch