My integration is connected — why is data missing or counts different?
If an integration is connected but expected records, fields, channels, metadata, or historical data are missing in Enterpret, use this checklist to narrow down the cause before contacting support.
Short version: a connected status usually means the source was authorized or configured. It does not always mean every expected record has finished syncing, every field was selected as feedback or metadata, or every historical record is in scope.
Who should use this guide
Admins setting up or maintaining Enterpret integrations.
CS, Support, Product Ops, or Data teams comparing Enterpret counts with a source system.
Anyone troubleshooting missing records, missing fields, partial conversations, stalled syncs, or count mismatches.
1. Confirm you are looking at the right integration and source
Start by checking the integration details page in Enterpret.
Open Integrations in Enterpret.
Select the affected integration.
Confirm the source name, integration type, selected object/channel/survey/table, and any configured conditions or filters.
For sources with multiple integration types, make sure you are checking the correct one. For example, Slack can be used as a feedback source and as a notification channel. Salesforce can be configured for different object types.
2. Check whether the expected data is in scope
Many missing-data issues are scope issues rather than broken syncs. Confirm that the missing item is included in the integration configuration.
Salesforce: confirm the primary object, related objects, selected fields, and sync conditions. Each Salesforce integration connects to one object type. If you need multiple Salesforce objects, create separate integrations for each.
Slack: confirm the channels selected for ingestion. Newly created Slack channels may take a few minutes to appear in the channel picker.
Users and accounts: confirm the unique IDs, created-at timestamps, and linking fields used to connect users/accounts with feedback.
File upload, CSV, webhooks, or data warehouse sources: confirm that the expected rows, columns, identifiers, timestamps, and feedback text fields are present in the payload or file.
Related articles: Salesforce, Slack Integration, Syncing Users and Accounts.
3. Verify feedback fields vs. metadata fields
Fields in an integration usually serve one of two purposes:
Feedback fields contain customer language that Enterpret should summarize, classify, and use for insights.
Metadata fields provide context for filtering, grouping, segmentation, and linking, such as account, user, status, priority, source, plan, or date fields.
If a field is present in the source but not visible where you expect it in Enterpret, check whether it was configured as feedback, metadata, or not selected at all.
4. Check timing before comparing counts
Some sources need time to sync and process new or historical data. Before treating a count difference as a sync failure:
Check the source-specific setup article for any documented initial-sync or processing window.
Confirm whether you are comparing the same date range in both systems.
Confirm whether source-side filters, Enterpret sync conditions, or selected fields exclude some records.
Wait until the documented source-specific sync or processing window has passed before escalating.
If no source-specific timing is documented, contact support with the source name, expected window, and example records.
5. Understand why counts may differ
Counts in Enterpret may not always match raw source-system counts one-to-one. Common reasons include:
Scope differences: only selected channels, objects, tables, surveys, fields, or sync-condition matches are ingested.
Date range differences: the source and Enterpret view may be filtered to different windows.
Field selection differences: some source records may not contain selected feedback fields.
Record shape differences: one conversation, ticket, thread, call, survey response, or review may contain multiple messages or comments.
Historical data limits: some integrations may have source-specific historical scope or backfill behavior that should be confirmed in the source-specific setup article or with support.
6. If a field or metadata value is missing
Confirm the field exists in the source system.
Confirm the field was selected in the Enterpret integration configuration.
Confirm whether it should be a feedback field or metadata field.
Check whether the field is populated on the source records you expect to see.
If the field was recently added or changed, confirm whether new data has synced after the change.
For prediction quality issues caused by unclear source context, update the integration description. A better description helps Enterpret understand what kind of feedback is being ingested. See Integration Descriptions.
7. If Slack notifications are missing
If the issue is Slack delivery rather than Slack feedback ingestion:
Confirm the Enterpret bot has been added to the target Slack channel.
Confirm the channel is the selected delivery destination for the report, alert, or subscription.
Confirm the channel is not externally shared if the workflow does not support external shared channels.
Check whether the issue is with Slack as a feedback source or Slack as a notification destination.
Related article: Enterpret for Slack.
8. What to send support if you still need help
If the checklist does not resolve the issue, contact [email protected] or your CSM. Do not send passwords, API keys, OAuth tokens, or other secrets.
Include:
The integration/source name.
The affected time window.
What you expected to see.
What you see in Enterpret instead.
Two or three safe example source record URLs or IDs, if available.
The field, object, channel, survey, table, or metadata value that appears missing.
Any visible error message or integration status shown in Enterpret.
Quick checklist
Am I checking the correct integration and source type?
Is the missing data included in the selected object, channel, survey, table, or sync condition?
Was the field selected as feedback or metadata?
Am I comparing the same time window in Enterpret and the source system?
Has the source-specific sync or processing window passed?
Do I have safe example records to send support?