Checking Connection Status
Make sure the Close CRM connection is active and set to be ON in the Integration Settings page.
Log in as a workspace owner or administrator, then open Close CRM from the main menu. If the connection is active, you’ll see its details there.
For more help, see the Close CRM Integration: Managing Connection article, including reasons the connection might disconnect automatically.
Checking Message Sync Log. in TimelinesAI
Open the chat in TimelinesAI where a WhatsApp message should have triggered certain activity in Close CRM
Mouse hover the message and click "...", then click Sync Log
Search for Close CRM-related entries in the log.
Some log entries will include direct links to Close CRM records where a message triggered an action (e.g., new lead credited or message synced as activit). Be sure to click on any clickable links and verify where they lead
Some items will include detailed error information or other useful data that can help the TimelinesAI team troubleshoot issues more effectively. Be sure to review these details when diagnosing problems and providing them to TimelinesAI Support
Information to provide to TimelinesAI Support
If you need help troubleshooting your Close CRM integration, please include the following details when contacting TimelinesAI Support. Providing these items helps the team identify and resolve the issue faster.
Required- Formal agreement: Include a written confirmation that you agree to allow the TimelinesAI team to access your account for troubleshooting. You can simply write:“I agree to allow TimelinesAI Support to access my account and, if needed, send a test message to the TimelinesAI test contact to verify the fix.”
Screenshot of the destination record on Close CRM: Show the Contact details page in Close CRM (or other relevant record) with the contact’s phone number visible.
Screenshot of synced WhatsApp activities in Close CRM: Capture the destination record’s WhatsApp activities, showing any previously synced messages if any
Chat URL in TimelinesAI: Provide the URL to the chat in TimelinesAI where messages appear but don’t sync to Close CRM. Example:
https://app.timelines.ai/chat/XXXX/messages/Screenshot of unsynced messages: Include a screenshot of the message or messages in TimelinesAI that did not sync to Close CRM.
Screenshot of unsynced messages's sync log: Include a screenshot of the message's sync log