When diio cannot associate a conversation with the CRM, the "Update CRM" dialog in the conversation detail shows a warning. Here are the most frequent causes and how to resolve each one.
Frequent causes
The contact does not exist in the CRM: the participant's email or number does not match any contact and the association fails. Create the contact in the CRM.
Incorrect phone format: the call number is saved in the CRM with a different format (missing country code, spaces, or hyphens). Correct it in the CRM and sync again from "Update CRM".
Participant email different from the CRM: the person participated with a personal email but only their corporate email is in the CRM, or vice versa. Add the alternate email to the contact in the CRM.
The company's domain has no contact created: there is a company in the CRM but no associated contact. Create the contact and the association will work.
The object switch is turned off: the creation of the object type you expect (for example, creating Opportunities) is turned off in the integration settings.
How to see the reason from the conversation
Open the conversation and click the "Update CRM" button. A dialog opens with sections (Associate deal with contact, Notes, Tasks, Properties…). If there's an association problem, a warning such as "No object was found to associate…" appears. From there you can choose the correct contact or deal in the "Associate with" selector.
How to resolve it when it already happened
Correct the data in the CRM (email, phone, or create the contact if it doesn't exist).
Return to the conversation in diio.
Click "Update CRM", review the association in the "Associate with" selector, and click "Update all".
Verify that the objects were correctly created in the CRM.