How to reconnect CRM integration

If MailVideo stops creating activity logs in your CRM, you might need to reconnect the integration between MailVideo and your CRM.

To do so, follow these steps:

1. Go to MailVideo
2. Click the profile bubble, and click Settings
3. In your account settings, navigate to the section called “Select your CRM provider”, and click the refresh symbol next to your selected CRM
4. Follow the steps on the popup dialogue.

When You Need to Reconnect

You may need to reconnect your CRM integration if:

• Activity logs stop appearing in your CRM system
• Video view notifications are not being recorded
• Integration status shows as disconnected in MailVideo settings
• Permission changes have been made in your CRM system
• Password changes for your CRM account

Step-by-Step Reconnection Process

Step 1: Access MailVideo Settings

• Log in to your MailVideo account at app.mailvideo.com
• Click on your profile picture or avatar in the top right corner
• Select “Settings” from the dropdown menu

Step 2: Locate CRM Integration Settings

• In the settings page, scroll down to find the “CRM Integration” section
• Look for “Select your CRM provider”
• You’ll see your currently connected CRM with a refresh icon next to it

Step 3: Refresh the Connection

• Click the refresh/reconnect icon next to your CRM provider
• A popup window will appear with reconnection instructions
• Follow the authentication steps for your specific CRM

Step 4: Verify the Connection

• After completing the reconnection process, test the integration
• Create a test video and check if activities appear in your CRM
• Verify that video view tracking is working correctly

CRM-Specific Instructions

SuperOffice

• Use your SuperOffice admin credentials during reconnection
• Ensure you have the necessary permissions in SuperOffice
• Check that the MailVideo app is still approved in your SuperOffice environment

HubSpot

• You may need to re-authorize MailVideo in your HubSpot app settings
• Verify that your HubSpot user has the required permissions
• Check the connected apps section in HubSpot settings

Other CRM Systems

• Follow the specific authentication flow for your CRM
• Ensure API permissions are still active
• Check for any recent security updates in your CRM

Troubleshooting Connection Issues

Common Problems and Solutions

Authentication Fails

• Check your CRM login credentials
• Verify you have admin/integration permissions
• Clear browser cache and try again

Integration Still Not Working

• Wait 5-10 minutes after reconnection for sync to complete
• Check CRM system status for any outages
• Verify MailVideo has the necessary permissions in your CRM

Partial Integration

• Some features work but others don’t
• Review permission settings in your CRM
• Contact support for advanced troubleshooting

Maintaining Your Integration

Regular Maintenance

• Monthly Check: Verify activities are still logging correctly
• Permission Review: Ensure integration permissions haven’t changed
• Update Monitoring: Watch for CRM system updates that might affect integration

Best Practices

• Document Changes: Keep track of when you make CRM system changes
• Test Regularly: Send test videos to verify integration is working
• Team Communication: Inform team members about integration status
• Backup Contacts: Maintain contact information outside of CRM as backup

Getting Additional Help

If reconnection doesn’t resolve your integration issues:

• Contact MailVideo Support: Use the in-app chat or email support
• CRM Documentation: Check your CRM provider’s integration documentation
• System Status: Verify both MailVideo and your CRM are operational
• Advanced Troubleshooting: Request detailed integration logs from support

The integration between MailVideo and your CRM is essential for tracking video engagement and maintaining comprehensive activity records. Regular monitoring and prompt reconnection when issues arise will ensure you don’t miss important interaction data.