Symptom/Error
Lead records that were previously updated by staff are automatically reverting to default values following a subsequent inbound call. Specifically, the Activities tab shows a "CTM Updated" log, followed by these changes:
Lead Status: Resets to "New Lead" (even if previously set to Follow Up, Unqualified, etc.).
Assigned To: The owner is changed or reset to a default user.
Date of Initial Call: This field is cleared or deleted.
Patient Data: First Name, Last Name, and Primary Phone are overwritten by the CTM Caller ID data.
Source/Tracking Label: Original source data is replaced by the most recent CTM tracking info.
Cause
This behavior typically occurs when the integration payload between CTM and the CRM is configured to "Always Update" rather than "Update if Empty." When a repeat caller triggers a webhook, the incoming data from CTM (which often uses raw Caller ID strings) takes precedence over the high-quality data manually entered by your team.
Solution
While our engineering team investigates a permanent fix for this sync logic, please follow these steps to audit your records and prepare for escalation:
1. Audit the Record History
Navigate to the affected Lead record and scroll to the Updates/Audit Trail section. Confirm that the changes were initiated by the system user associated with the CTM integration. Look specifically for the "CTM Updated" activity log.
2. Verify "Date of Initial Call" Persistence
Check if the Date of Initial Call was removed. If this field is blank after a call, it indicates the integration is sending a null value or a blank string that is overwriting your data.
3. Review CTM Mapping Logic
Go to Settings > CRM Settings > Integration > CTM Mapping. Review the field mappings for:
First Name / Last Name: Ensure these are mapped to correctly identify existing records via the phone number.
Lead Status: Check if there is a hard-coded value forcing new calls to "New Lead."
4. Temporary Internal Documentation
Until the sync logic is adjusted, Admissions users should utilize the Notes or Description section to store critical patient data. Data stored in the "Description" field is less likely to be overwritten by standard mapping than demographic fields like "First Name."
Escalation
If you observe this behavior, it is considered a (P1) issue as it impacts data integrity and daily operations.
When contacting Support, please provide:
Lead Record URL: The specific link to the affected lead.
CTM Call ID: The unique ID from the Call Tracking Metrics dashboard for the call that triggered the overwrite.
Timestamp: The exact time the "CTM Updated" activity appeared.