Google Apps FAQs and Troubleshooting

This article is aimed at Administrators and Power users.  This guide provides an overview of the administration options, requirements, FAQs and Troubleshooting tips for those using CRM.me's Google Apps Integration.

 

Enable the Google Apps Integration

Only the CRM.me team can enable the Google Apps Integration for your company, fortunately we happy to do that for you!  Contact us at support@CRM.me.com requesting we activate the Google Integration take care of that for you.  Before you do that you may want to quickly review the requirements below to make sure it will work for you.

 

Requirements

  • Google Apps for Business account.
  • CRM.me must be accessible via SSL (https://...)
  • You will need to load the 'Google Apps Connector for CRM.me' from the Google Apps Marketplace.
  • In addition, please contact CRM.me Support so they can allow the connection.

Google Apps Sync Administrator Setup

In order to synchronize with Google Apps you must first contact the CRM.me support team and request they enable the integration for your company CRM.me.  If you have not already done that then lets do that first support@CRM.me.  You can check if your integration is already enabled in the Administration area under Plugins >> Google Apps.  If the Google apps configuration fields are blank you will need to contact CRM.me support to enable the integration.

Tip
REMEMBER!  You must contact the CRM.me team to request they enable the Google Apps Integration for your Company

In addition to the Google API keys which will be added by the CRM.me team there are two other settings here we should explore

  • Default Contact Status value: This global setting will determine the default status of all new contacts synced to CRM.me from Google
  • Google contact group: In order to sync contacts to and from Google it is necessary that you create a Contact Group in Google with this value.  For more on this see STEP 3.

Turn on or off Google Apps services

As a Google Apps administrator, you can control whether Marketplace Apps are available to your users by turning on or off services in the Google Admin console. You can turn a service on or off for everyone or only for people in a particular organizational unit. When users sign in to their Google for Work account, they see only those services that are turned on for them.

1. Find the service in your Admin console

  1.     Sign in to the Google Admin console.
  2.     To configure a service for some users, but not others, group those users in an organizational unit.
  3.     From your dashboard, click Apps then Marketplace Apps for any service to find the CRM.me marketplace app you have added

2. Turn on or off services

After finding the CRM.me service in your Admin console follow these steps:

  1.     On the Admin console Apps page you opened in step 1 (above), click the CRM.me service to go to its settings page.
  2.     Under the service icon, click the drop-down menu bar.
  3.     Select ON (or OFF) for everyone or ON (or OFF) for some organizations. (If you click the latter, the organization tree appears.)
  4.     Select the organizational unit for which you want to turn On or Off this service.
  5.     At the right of the tree, click either the Override or Inherit link (whichever is available).
  6.     If you clicked Override, change the On or Off setting as desired for this organizational unit.
  7.     Click Apply.

Google has its own guide on how to Turn on or off Google Apps services

Tip
REMEMBER!  It might take up to 24 hours for your changes to take effect.

Understanding Contact/Lead Syncing

  • Contacts will automatically sync based on the scheduled Job Manager.
  • Contacts created in Google will create new Contact records in CRM.me.
  • New Contacts created in CRM.me owned by your user will be created in Google as new contacts. They will appear in the CRM.me group in Google Contacts. You can add these contacts to other groups as well, but they will only sync changes while part of the CRM.me group.
  • Only contacts owned by your user in CRM.me will be synced.
  • Any changes made to a synced contact in Google will update the CRM.me contact upon sync.
  • Any changes made to a synced contact in CRM.me will update the Google contact upon sync.
  • Deletions made in either system will be synchronized based on the options selected in each users individual Google Apps Configuration, see STEP 1.

The following fields are updated between CRM.me and Google:

CRM.me Field  -->

Google field -->

CRM.me Field

First Name

Name

First Name

Last Name

Name

Last Name

Account

Company

Company Name

Office Phone

Work Phone

Office Phone

Mobile Phone

Mobile Phone

Mobile Phone

Office Fax

Work Fax

Office Fax

Primary Email

Work Email

Primary Email

Secondary Email

Home Email

Secondary Email

Primary Address

Work Address*

Primary Address Street 1

* Google Work Address syncs from Google to CRM.me only upon 1st sync of Address from Google to CRM.me. The entire address will appear in the Primary Address Street 1 field in CRM.me.

Understanding Meeting/Calendar Syncing

CRM.me will sync all items to and from your default Google calendar.  If you maintain personal calendar events on your Google Calendar that you do not wish to have synced to CRM.me then we recommend you create an additional calendar in Google for these items.  Click here for more on managing multiple Google calendars.

  • Meetings will automatically sync based on the scheduled Job Manager.
  • Meetings created in Google Calendar are synced to CRM.me as new Meeting records. 
  • Meetings created in CRM.me owned by your user will be created in Google Calendar as new meetings.
  • Only Meetings owned by your user will be synced.
  • Any changes made to a synced meeting in Google will update the CRM.me meeting upon sync.
  • Any changes made to a synced meeting in CRM.me will update the Google meeting upon sync.
  • Deletions made in either system will be synchronized based on the options selected in each users individual Google Apps Configuration, see STEP 1.

The following fields are updated between CRM.me and Google:

CRM.me Field

Google field

Name

Event Name

Location

Where

Start Time

Start date, start time

End Time*

End date, end time

Attendees

Guests

Description

Description

* CRM.me meetings not populated with an End Time will auto populate into Google Calendar with an end time of 15 minutes after the Start Time.

In CRM.me, if you add an attendee not owned by you, and this contact does not exist in Google, the email address of the attendee appears as a guest for the meeting in Google, and no contact is created in Google. 

If you create a meeting in Google and add a guest email that is not a Contact in Google, but the email exists in CRM.me on a Contact not owned by your user, the meeting is created in CRM.me and the meeting is properly linked to the existing contact in CRM.me.

 

Troubleshooting

If you are experiencing issues getting your users or an individual user to sync their Contacts and Calendars with CRM.me then there are a couple of tools available in CRM.me that can help you find out whats going on.

Google App Users list

Where can I find it?  Administration > Plugins > Google Apps Configuration > Click the "Google Apps Users" button.  
Here you will see a high level health check on all users Google Apps sync configurations.  You can use the search options here to find an individual user.  The 5 sections next to each user will show the 5 main items necessary for Google Apps Synchronization to take place.  These will show green for a pass and red for a fail.

Google Apps Configuration Details

Where can I find it?  Click any of the users in the Google Apps User list to get more details
The extra details provide here will additionally show you info on when the user last successfully synced Contacts or Calendar items with Google.

Manually Re-Authenticate your configuration

If you are having issues with the Google apps sync then you may want to follow these steps to re-authenticate the configuration between CRM.me and your Gmail account.

  1. Make sure you are logged into the Google account that you wish to sync with CRM.me
  2. Follow this link to see all applications authorized to access your Google Account  https://accounts.google.com/IssuedAuthSubTokens
  3. Find and Revoke Access for CRM.me Google Apps Integration
  4. Return to CRM.me and open the My Profile area
  5. From the Configuration drop-down select Google Apps Configuration
  6. Confirm the details shown here are for the account you wish to sync to and click Save
  7. Follow the steps to authenticate your Google account with CRM.me

FAQS

Q. The CRM.me widget it trying to load for everyone and not only our CRM.me users

A. If this is also happening for non-CRM.me users then you may need to turn off the CRM.me market place app for those users.  See the section Turn on or off Google Apps services above in this article to see how that is managed in the Google Admin Console.

Q. My users are getting a Google authentication pop-up

A. The first time any user uses the CRM.me widget for Gmail they will get a popup asking them to authenticate their account, users will need to allow that popup and authenticate the first time.  If this is also happening for non-CRM.me users then you may need to turn off the CRM.me market place app for those users.  See the section Turn on or off Google Apps services above in this article

Q. I have a message "Google Apps authorization permission required" what should I do?

A. When you first configure the Google Apps configuration you will be asked to authorize CRM.me to access your Google account.  If you have not done this yet then you will get a message like this in your CRM Inbox prompting you to do so.

On some occasions the authorization token provided by Google will expire and need to be renewed.  If that happens then you may also receive the above notification in the CRM.me Inbox.  In that case all you need to do is reauthenticate your account by going to the User Profile > Google Apps Configuration screen and clicking the save button at the bottom to authorize access again.

Q. I have re-authenticated my account several times but I still keep getting notifications in my Inbox?

A. If this happens then you should try following the steps above to "Manually Re-Authenticate your configuration". 

If you continue to get these notifications even after that then contact our support team support@crm.me for help.  On rare occasions it may be necessary for us to manually delete the Google authentication key from the DB.

Q. I am seeing duplicate Contacts in CRM.me each owned by a different user?

A. This can occur when a user chooses to disable contact deletions in Google.  Only the owner of a record in CRM.me will be able to sync changes back and forth to Google, therefore when a contact is reassigned its relationship with the old owners Google contact is severed.  If the old owner later modifies their Google contact then a new contact record will be created in CRM.me since is it considered to be a new entry.  For this reason we recommend enabling the deletion of contacts in Google.

Q. None of my contacts are syncing

A. Make sure you have a Contact Group named "CRM.me" in your Google contacts.  In order for contacts to sync between the systems it is necessary that you first manually create the CRM.me group in Google Contacts.  See the Google Apps Integration - Contact and Calendar Sync article for more information

Q. What happens if I have a Google Contact with no First or Last name

A. Its quite common to have contacts in Gmail with no first of last name, you may have a contact which is only an email address for example, however since the Last name is a required in CRM.me we do not sync those contacts form Google.  If you add a name to those contacts in Google then they will sync.

Q. If I enable deletions today will it delete any contacts I deleted in the past?

A. No, deletions in either system will only be synced if the record is deleted while you have deletions enabled in the Google Apps Configuration in CRM.me.

Q. What happens if I delete or rename the "CRM.me" contact group where all of my sync contacts are held?

A. If the CRM.me group is deleted or renamed in Google Contacts the synchronization of contacts will stop for this user.  No contacts in either system will be deleted.

Q. I deleted my CRM.me group in Google and now I want to sync contacts again?

A. Deleting the CRM.me Group in Google will not delete any contacts instead your contacts can be found in either the My Contacts or Other Contacts groups that Gmail adds to your account by default.  All you need to do then is create a new group named CRM.me and add back in those contacts you want to sync.  Any contacts synced previously with CRM.me will continue to sync with the existing record in CRM.me, new contacts will be created in CRM.me for any new contacts you have chosen to sync.

Q. My recurring meetings don't show in CRM.me?

A. The Google Apps sync for CRM.me does not support recurring Google meetings.  If you create a recurring meeting in your Google calendar it will be synced to CRM.me as a single event for the very first day it occurs, later occurrences of the recurring event will not sync.  For example, if I create a new Google event for 10/23/2013 at 10am for my "weekly sales team meeting" and set it to reoccur weekly then it will only appear in CRM.me once for 10/23/2013 at 10am.  Later occurrences of this event in Google for the 10/30/2013 and 11/06/2013 will not be synced.

Q. The Gmail widget loads with an "Invalid Domain" message?

A. Before you can use the Email widget for CRM.me our support team needs to know your Google Apps domain so that we can provide it access to use our widget.  If you receive an Invalid domain message when the widget loads then this means that your Google Apps domain is not registered with us.  You can request access by contacting us at support@CRM.me

Q. Can we register multiple Google App Domains for the CRM.me Widget?

A. At this time the GMail widget will support only one Google Apps domain at a time so if you have users with email addresses @example.com and @examplecompany.com then we can only register one of these for use with the Gmail widget.  We do plan to support multiple domains for the GMail widget in the future.

Q. Why aren't changes to Contact addresses in Google being synced to CRM.me?

A. Due to limitations with the way Addresses are stored in Google Contacts these values are only synced upon the 1st sync of a Contact from Google to CRM.me. The entire address will appear in the Primary Address Street 1 field in CRM.me.  If a Contacts address value is changed in Google after it has been synced to CRM.me these changes will not be synced.

Q. What permissions will my Contact and Meeting record have if they are synced from form Google?

A. Records created in CRM.me will respect the default "Who can read and write" settings that a user has set on the General settings of their user record.  If the user George has his Who can read and write - Default options set to "Owner and users in Marketing" then any Contacts or Meetings George syncs from his Google account will be created in CRM.me with these same settings.  Users can adjust their "Who can read and write - Default" settings in the User profile > Configuration > General settings area.

Q. When I sync my contacts from Google will they appear as Contacts or Leads in CRM.me?

A. Gmail does not distinguish between Contacts and Leads.  In CRM.me an individual is considered a Lead or a Contact depending on their Status value.  All contacts synced from Gmail to CRM.me will be assigned the default Status value set in the Google Apps configuration area. You can access the Google Apps Config are and change this default status in the Administration > Plugins > Google Apps Configuration.

Q. Will my Google+ contacts sync to CRM.me?

A.Google+ contacts are a special case.  Contacts created directly in your circles and added to the CRM.me group without any modifications will not be synced.  Despite existing in your My Contacts and CRM.me groups these contacts are purely Google+ contacts rather than a private contact that has a Google+ contact associated to it.  For example, if the owner of the Google+ account changed their name then this would update the contact in your Google Contacts. 

Changing the First name, Middle name, Last name, Salutation or Suffix of the contact in Google contacts will effectively change it into a private contact associated to a Google+ account.  At this point you will be able to syn the contact to CRM.me and sync modifications and deletions.  Deleting the contact in CRM.me will delete the contact from the My Contact and CRM.me Groups in Google but it will not remove the contact form your circles.

Understanding deletion behavior... in great detail!  ;)

CRM.me give a lot of control to the user when it comes to synchronizing deletions and sometimes it can be difficult to understand exactly what should happen in each scenario.  Rather than you pulling your hair out we sacrificed our own and drew up this comprehensive list of expected behavior for when a record is deleted, reassigned or excluded from the CRM.me contact group.

Meetings

Only the owner of a record in CRM.me will be able to sync changes to their meetings between CRM.me and Google.  Depending on a user's deletion settings in their Google Apps Configuration it is possible that 2 users have the same meeting held in their Google Calendars; however the ability to synchronize modifications back and forth is exclusive to the current owner of the record in CRM.me.

Meeting deletions disabled

  • Deletion of meeting in CRM.me will not delete Event in Google Calendar.
  • Deletion of Event in Google Calendar will not delete meeting in CRM.me.
  • If a meeting is deleted in CRM.me then the Google Event will not sync back to CRM.me on the next sync cycle.
    • If the Event is later modified in Google then a new meeting will be created in CRM.me on the next sync cycle.
  • If an Event is deleted in Google then the CRM.me Meeting will not sync back to Google on the next sync cycle.
    • If the Meeting is later modified in CRM.me then a new event will not be created in Google.
  • If a meeting is reassigned to another user in CRM.me it will not delete the event in Google but will remove its relationship to the CRM.me record.
    • Any changes to the meeting in CRM.me will not update the Event in Google since the relationship was removed.
    • Any changes to the Event in Google will create a new meeting in CRM.me since is it considered to be a new entry.

Delete Meetings from CRM.me only

  • Deletion of meeting in CRM.me will not delete Event in Google Calendar.
  • Deletion of Event in Google Calendar will delete meeting in CRM.me.
  • If a meeting is deleted in CRM.me only then the Google Event will not sync back to CRM.me on the next sync cycle.
    • If the Event is later modified in Google then a new meeting will be created in CRM.me on the next sync cycle.
  • If a meeting is reassigned to another user in CRM.me it will not delete the event in Google.
    • If this Google Event is later modified in Google then a new meeting will be created in CRM.me on the next sync cycle.

Delete Meetings from Google only

  • Deletion of meeting in CRM.me will delete the Event in Google Calendar.
  • Deletion of Event in Google Calendar will not delete meeting in CRM.me.
  • If an Event is deleted in Google then the CRM.me Meeting will not sync back to Google on the next sync cycle.
    • If the Meeting is later modified in CRM.me then a new event will not be created in Google.
  • If a meeting is reassigned to another user in CRM.me the meeting is deleted in Google.

Delete Meetings from both CRM.me and Google

  • Deletion of meeting in CRM.me will delete Event in Google Calendar.
  • Deletion of Event in Google Calendar will delete meeting in CRM.me.
  • If a meeting is reassigned to another user is CRM.me it will delete the event in Google.

Contacts: 

Only the owner of a record in CRM.me will be able to sync changes to their contacts between the two systems.  Depending on a users deletion settings in their Google Apps Configuration it is possible that 2 users have the same contact held in Google Contacts, however the ability to synchronize modifications back and forth is exclusive to the current owner of the record in CRM.me.

Contact deletions disabled

  • Deletion of contact in CRM.me will not delete contact in Google Contacts.
  • Deletion of contact in Google Contacts will not delete Contact in CRM.me.
  • If a Contact is deleted in CRM.me only then the Google Contact will not sync back to CRM.me on the next sync cycle.
    • If the Contact is later modified in Google then a new contact will be created in CRM.me on the next sync cycle.
  • If a Contact is deleted in Google only then the CRM.me Contact will not sync back to Google on the next sync cycle.
    • If the Contact is later modified in CRM.me then a new contact will not be created in Google.
  • If a Contact is reassigned to another user in CRM.me it will not delete the original contact in Google but will remove its relationship to the CRM.me contact.
    • Any changes to the contact in CRM.me will not update the Contact in Google since the relationship was removed.
    • Any changes to the contact in Google will create a new contact in CRM.me since is it considered to be a new entry.
  • If a Contact is removed from CRM.me group in Google it will not be deleted from CRM.me.
    • If the contact is later returned to the CRM.me group in Google it will continue to sync with the existing CRM.me contact.

Delete Contacts from CRM.me only

  • Deletion of contact in CRM.me will not delete contact in Google Contacts.
  • Deletion of contact in Google Contacts will delete contact in CRM.me.
  • If a contact is deleted only in CRM.me then the Google contact will not sync back to CRM.me on the next sync cycle.
    • If the Google contact is later modified in Google then a new contact will be created in CRM.me on the next sync cycle.
  • If a Contact is reassigned to another user in CRM.me it will not delete the original contact in Google but will remove its relationship to the CRM.me contact.
    • Any changes to contact in CRM.me will not update the Contact in Google since the relationship was removed.
    • Any changes to the this contact in Google will create a new contact in CRM.me since is it considered to be a new entry.
  • If a Contact is removed from CRM.me group in Google it will be deleted from CRM.me.
    • If the contact is later returned to the CRM.me group in Google it will create a new contact in CRM.me.

Delete Contacts from Google only

  • Deletion of contact in CRM.me will delete the contact in Google.
  • Deletion of contact in Google will not delete the contact in CRM.me.
  • If an contact is deleted from Google then the CRM.me contact will not sync back to Google on the next sync cycle.
    • If the contact is later modified in CRM.me then a new contact will not be created in Google.
  • If a Contact is reassigned to another user in CRM.me it will delete the contact in Google.
  • If a Contact is removed from CRM.me group in Google it will not be deleted from CRM.me.
    • If the contact is later returned to the CRM.me group in Google it will continue to sync with the existing CRM.me contact.

Delete Contacts from both CRM.me and Google

  • Deletion of a contact in CRM.me will delete the contact in Google.
  • Deletion of a contact in Google will delete the contact in CRM.me.
  • If a Contact is reassigned to another user in CRM.me it will delete the contact in Google.
  • If a Contact is removed from CRM.me group in Google it will be deleted in CRM.me.
    • If the contact is later returned to the CRM.me group in Google it will create a new contact in CRM.me.
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