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Why aren’t leads synced in real-time from Facebook Lead Ads to my CRM?

Claudia Melis
Claudia Melis
  • Updated

If you are experiencing an issue retrieving leads in real-time from Facebook, you may need to make sure you granted to LeadsBridge the Lead Access permission from your Facebook Business Manager.

The Business Manager is a Facebook tool designed to improve assets management: with this tool, you’ll be able to manage your Pages, Ad Accounts, Apps, Partners, etc., giving specific Asset permissions to Users and Partners.

As a result of this management, if permissions are not properly configured, you could encounter one of the following situations:

  • You are not able to fetch any lead when opening the Leads Table of your bridge.
  • You’re only able to see the test leads sent from your Facebook account.
  • You’re able to see the leads, but they are not being automatically synchronized in real-time by LeadsBridge

If one of the above-mentioned situations arises, the following guidelines will help you set the correct permissions inside Business Manager. Be sure to follow the step-by-step instructions carefully.

Do you have access to a Business Manager?

NO → You should contact the Owner/Admin of the Business Manager that owns the Page you want to connect with LeadsBridge and ask them to follow the steps below on your behalf.
YES → Log into the Business Manager and go to Business Settings.

Can you see Integrations » Leads Access on the left side of the screen?

NO→ You should contact the Owner/Admin of the Business Manager that owns the Page you want to connect with LeadsBridge and ask them to follow the steps below on your behalf.
YES→ This means that you are the Owner/Admin of the Business Manager.

Once you’re inside the Business Manager and you know you’re the Owner/Admin

  1. Go to Accounts » Pages. Do you want to give access to a User or a Partner?
  2. USER:
    1. Go to Users » People
    2. Click on the User name
    3. Make sure that the BM User has a role (ADS, LEADS, CONTENT: Create, Manage or Moderate) inside the Facebook Page
  3. PARTNER:
    1. Go to Users » Partners
    2. Click on the Partner name
    3. Make sure that the Business Manager Partner has a role inside the Facebook Page

Here’s a quick walkthrough video. Then proceed to the next step.

  1. Go to Integrations » Leads Access
    1. HELP! I can’t see “Integrations » Leads Access” This means that you’re not a Business Manager Owner/Admin → Go back to the beginning of the guide
  2. Click on the Page
  3. Do you want to give access to a User or a Partner?
  • USER→ Make sure the User has been added to the People section, otherwise add it using the Assign People button
  • PARTNER→ Make sure the User has been added to the Partners section, otherwise, add it using the Assign Partners button.

Here’s a quick walkthrough video. Then proceed to the next step.

  1. Do you see the CRMs tab?
  2. NO→ Contact the Business Manager Owner/Admin that Owns the Page and ask them to follow the steps described in this guide.
  3. YES→ Click on CRMs: Is LeadsBridge listed under the Apps section?
    1. YES→ GREAT! Everything has been set up correctly!
    2. NO→ Click on Assign CRMs, is LeadsBridge listed under Add CRMs and Set Permissions?
    1. NO→ Log into your LeadsBridge application and Publish a bridge connecting the Page you’re working with
    2. YES→ Select LeadsBridge and click on Assign

Here’s a quick walkthrough video.

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