When Answers Do Not Reach the CRM

This is the most common cause by a wide margin, because several field types ship that way — text, multi-line text, number, range and calculated fields among them.

Open the field in the builder and set Map Data To. Choose CRM Field and pick a destination if you want to filter on the answer; choose Contact Notes or Profile Data if you only need it readable.

Answers already collected are not re-filed. Fixing the setting applies to future submissions only. For the ones you already have, read them from the completions.

Check which field was chosen in the CRM Field dropdown.

If the value has landed on the organisation rather than the person, or the other way round, that comes from how the custom field was defined — each custom field belongs to either the contact or the entity, and the form cannot override it. Change it on the custom field, or map to a different field.

Where a contact or custom field exists but the form did not ask about it, Zyntro fills it in by inference from the rest of the answers — working out a country from a phone number, for instance.

This is intended and usually helpful, but it means a field can hold a reasonable guess rather than something the person said.

If a field must only ever contain what somebody actually told you, ask the question explicitly on the form and map it.

Both Contact Notes and Profile Data gather the answer into the readable note Zyntro writes on the contact. Neither puts it into a named, filterable field.

The contact's profile — the summary, problems, desires and angles that Segmentation Intelligence reasons over — is produced from the whole submission regardless of how you mapped individual fields. You do not populate it by choosing Profile Data.

If you want an answer in a field you can filter on, use CRM Field.

Check the Value Source.

For a URL parameter, the link used must actually carry it. Somebody arriving at the bare form address gets an empty value, which is correct. Use a static value as a fallback if an empty result is not acceptable.

For a static value, check one is entered.

For a value from a calculated field, check that calculation produced a result.

If the value is arriving but not on the contact, the field is unmapped — hidden fields need Map Data To set like any other.

Calculated fields can only draw on numeric fields — number, range, linear scale, and other calculations.

If a source question was optional and left blank, there is nothing to calculate from.

Also check the operator. Squared and cubed use only the first source, so a value in the second is ignored.

And remember calculated fields default to Do Not Map, so a correct result may simply not be reaching the contact.

In B2C mode, entity creation is skipped and entity data from the form is not written. The contact is still created normally.

If you need to record where somebody works while staying in B2C, use a contact custom field rather than an entity field.

If you genuinely deal with organisations, consider whether Hybrid mode fits you better.

Matching runs on contact id, then email address, then phone number. A match updates the existing contact rather than creating a duplicate, which is almost always what you want.

The existing contact also keeps its owner, so a repeat submission does not reassign them.

If you are seeing updates you did not expect, check whether the email address already existed in your CRM.

A checkbox that was left unticked is treated as unanswered and nothing is written.

If you need to record a definite no as well as a yes, use a radio field with explicit options rather than a single checkbox.

A zero on a number, range or linear scale field is recorded like any other value.

If a zero seems absent, check the field is mapped rather than set to Do Not Map — an unmapped field never reaches the contact whatever its value.