If your contacts aren't appearing or updating in Better Email, here's how to fix it:
First: Confirm your CRM is connected
Go to Integrations and check that your CRM shows as "Connected."
If it says "Disconnected" or you don't see it listed:
Click Connect next to your CRM
2. Follow the prompts to authorize the connection
3. Wait 2-3 minutes for the initial sync
Sync takes a few minutes
After connecting or making CRM changes, it typically takes 2-5 minutes for contacts to appear in Better Email.
If it's been longer than 10 minutes, try these fixes below.
Common sync issues
Follow Up Boss users: Check team member settings
If you're using Follow Up Boss and contacts aren't syncing:
• Go to Team in Better Email
• Confirm your team members are set up correctly
• FUB syncs based on contact ownership in your CRM
Contacts exist in CRM but don't show in Better Email audience
Check if your contacts have:
• Valid email addresses: Better Email only pulls contacts with emails
• Proper tags or list membership: If you're filtering by tags/lists, contacts must have those
• Not opted out: Contacts marked as unsubscribed won't sync
New contacts added to CRM aren't showing
Syncs happen automatically but can take 5-10 minutes.
To force a refresh: Disconnect and reconnect your CRM in Integrations (your existing settings will be preserved).
Follow Up Boss specific: Smart Lists & Tags
Better Email pulls:
• Smart Lists from FUB
• Tags from FUB
• Contact ownership (assigned agent)
If a Smart List isn't showing, confirm it's set to "Active" in Follow Up Boss.
Still not working?
Message Nora in chat with:
• Which CRM you're using
• Screenshot of your Integrations page
• Example of a contact that should sync but isn't
She'll help diagnose the issue!