A call or message isn't logging to my CRM

You made or received a call (or sent an SMS), and you expected to see it on the contact in your CRM, but it's not there. Most of the time the cause is one of four things. Work through them in order, the first one fixes most cases.

Quick checks (try these first)

Is the integration still connected? Sign in to the admin portal at admin.cradle.io, open Integrations, and confirm the integration is showing as connected. Permissions changes on the CRM side often knock the link out without anyone realising.
Was the call to a contact Cradle could match? If you got a name on the call, that's a good sign Cradle had a match. If you only got a phone number, Cradle didn't have a contact to log the call against. See Why a caller's name isn't showing up.
For SMS, check where it should appear. SMS-to-HubSpot logs every individual message as its own timeline entry on the contact. SMS-to-FYI logs the whole thread as a single note that keeps growing. See How SMS messages appear in HubSpot and How SMS messages appear in FYI.

Common cause: the integration is disconnected

This is the most common cause. The integration was working, then something changed on the CRM side: a user's password reset, an MFA reset, a role change, or an admin revoking the Cradle connected app. The integration goes offline and new calls or messages stop logging.

How to check: Open Integrations in the admin portal. If HubSpot, Xero, XPM, or FYI shows as needing to be reconnected, that's your answer.

Fix: Reconnect it. The full walkthrough is in Reconnecting after a permissions change.

Note: calls and messages that happened during the disconnected period won't be backfilled. They stay in your Cradle call log but won't appear on the CRM record retroactively. Reconnecting only fixes things going forward.

Common cause: the contact match failed

Cradle only logs a call or message to a CRM record if it can match the customer's number to a contact in that CRM. If the contact doesn't exist (or the number is stored in a non-matching format), the call still happens but doesn't get attached to anything.

Cradle doesn't create a new HubSpot contact, Xero contact, XPM client, or FYI client for an unknown caller automatically.

Fix: Check whether a contact for that number exists in the CRM. If not, add one. The full walkthrough is in Why a caller's name isn't showing up (the contact-match logic is the same one used for caller ID).

Common cause: the call type isn't logged by that integration

Not every type of call lands on a CRM record. As a general rule:

Calls between teammates inside your organisation usually aren't logged to the CRM. The CRM is for customer activity, not internal calls.
Missed calls from customers usually are logged.
Voicemail messages are logged.

If you're not sure whether a specific call type should have logged, check the integration's FAQ article (Xero FAQs, XPM FAQs, What information shows up in the call engagement in HubSpot) or email support.

Common cause: sync timing

For HubSpot, calls and messages appear on the matching contact within minutes once the call or message is finished.

For Xero, XPM, and FYI, the regular contact sync runs once a day. That doesn't usually affect the logging of a call (calls log against the contact match Cradle had at the time), but it can affect whether a brand-new contact you added today shows up on a call you took an hour ago. If you've just added a contact to Xero, XPM, or FYI and your last call to them didn't match, wait for the next sync or ask an admin to run a manual resync:

In the admin portal, open Integrations.
Open the integration in question.
In its settings, run Resync contacts.

Still stuck?

If you've worked through the above and a call or message that should have logged is still missing, email help@cradle.io with:

The time and date of the call (or the time and date of the SMS).
The name of the integration the call should have logged to (HubSpot, Xero, XPM, or FYI).
What you expected to see (e.g. "a logged call on Sarah Mitchell's HubSpot contact").
The phone number involved.

Cradle support hours are 8:30 am – 5:00 pm New Zealand time, Monday to Friday.