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FUB Integration Troubleshooting Guide

Learn how to troubleshoot syncing issues between Sierra Interactive and Follow Up Boss (FUB), including the Golden Rule, full manual sync, and full reset options.

The Sierra Interactive and Follow Up Boss (FUB) integration ensures lead data syncs between both platforms. Proper synchronization is essential for maintaining accurate lead information, reducing manual data entry, and improving workflow efficiency. Misalignment can cause issues in lead tracking, agent assignments, and data consistency.

Troubleshooting Step 1: Golden Rule: Ensuring Proper User Matching

  • Every user on both Sierra Interactive and FUB must match exactly (name and email). Below is an example of what matching users look like in Sierra and FUB:

Matching users shown in Sierra Interactive and Follow Up Boss

  • If a user exists on one platform but not the other, the sync will not function correctly.
  • This is a prerequisite for using the full manual sync tool.

🛑 Do not proceed with additional troubleshooting steps until the Golden Rule is followed. 🛑

Troubleshooting Step 2: Full Manual Sync 


How to Perform It:

  1. Navigate to Settings > Integrations > Follow Up Boss.
  2. Click Sync Leads Between FUB and Sierra.
  3. The tool will verify user matches across both platforms.
    • If discrepancies exist, you’ll be notified to correct them before proceeding.
  4. Once all users match, the sync process will begin.
  5. The process may take several hours, depending on the number of leads. It’s best to start the sync at the end of the day.

What Gets Synced:

✅ Lead contact information (Name, Email, Phone, Address)
✅ Tags
✅ Lead Source
✅ Agent assignments
✅ (Optional) Notes and phone calls from FUB to Sierra

What Does Not Sync:

❌ Previously created (historic) notes or communication items from Sierra to FUB
❌ Lead statuses from Sierra
❌ Stages from FUB
❌ Lender assignments

Troubleshooting Step 3: Full Reset: Rebuilding the Integration


How to Perform It:

  1. Go to Settings > Integrations > Follow Up Boss.
  2. Click Edit and proceed to Step 11.
  3. Click Remove to disconnect the integration.
  4. Wait for the email confirmation that the disconnection is complete.
  5. Reintegrate by entering a valid FUB API Key and following the setup steps.
  6. Run a full manual sync after the reset to relink previous leads.

Best Practices:

  • Always ensure all users match between both systems before initiating a sync.
  • Schedule full manual syncs overnight to prevent workflow disruptions.
  • Use the same API Key when reactivating the integration unless a new one is necessary.
  • After a reset, remember to run a full manual sync to restore historical lead connections.

Troubleshooting Common Issues:

  • Problem: Leads, Agent assignments, or Tags are not syncing.
    • Solution: Confirm that all users match between Sierra and FUB.
  • Problem: Leads did not sync from FUB to Sierra.
    • Solution:

      Verify every Lead in FUB includes an email address, whether valid or not. Leads without an email address will not sync with Sierra.

  • Problem: The sync process is slow.
    • Solution: Large syncs can take time; schedule them outside of business hours.
  • Problem: Manual sync won’t start.
    • Solution: Ensure all user discrepancies are resolved first.

FAQs:

  • Q: Do I need to manually sync leads regularly?
    • A: No, but performing periodic manual syncs ensures all data stays aligned.
  • Q: Can I use a different API Key after a reset?
    • A: Yes, but ensure it’s created by the FUB account owner for proper integration.
  • Q: Will resetting the integration delete my data?
    • A: No, but you must manually resync the leads after a reset to restore full functionality.