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#3924 - Email from MailChimp about disabled webhooks

Closed General Question created by fareedjreisat a year ago

We received an email from MailChimp stating that they recently had to disable one or more of our webhook URLs for lack of responsiveness. I logged into MailCHimp, went to the list referenced, clicked on Webhooks, and there were two URLs in there, both of which were outdated URLs for our sugar instance. I updated both of them to the same thing, reflecting our existing Sugar instance URL. I checked the SugarChimp Health Status page and made sure it matches what was in there. I'm wondering a few things:

  1. Does anything else need to be done? How can I know it's fixed?
  2. Is there supposed to be two webhook URLs there? I'm assuming not; I just want to make absolutely sure before I delete one, and make sure that it doesn't matter which one I delete.
  3. Since it seems like the webhook URl was disabled for the entirety of this campaign, does that mean that nothing will get updated in Sugar in terms of unsubscribes/cleans? Will I have to do this manually, or will SugarChimp go back and update everything now that the webhook URL is correct?

Hope to hear from you soon. Thank you.

-Freddy

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hi Freddy,

    Thanks for checking in. Besides updating the webhook, there is nothing further needed to resolve this issue. Feel free to delete the second webhook since only one is needed. You can confirm you've fixed the issues by editing a name in MailChimp and checking if the synced Sugar record is updated correctly. The update should take just a few moments to update from MailChimp into Sugar.

    In regards to prior updates, such as unsubscribes, those will be updated in MailChimp within the next scheduler job (every 5-15 minutes) so they should already be updated for you.

    Please let me know if anything looks out of place!

    Best,
    Heidi

  2. fareedjreisat member avatar

    fareedjreisat

    a year ago

    Thank you. I will try and test. I had one more question -- in the webhook settings I notice that two options are unchecked (see attached image). Should these be checked?

    Capture.PNG

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hi Freddy,

    Happy to help. The unchecked "cleaned address" box is deliberate. We sync cleaned emails by manually grabbing them from MailChimp on every scheduler run. If we use the webhooks to sync cleaned emails then it could overload Sugar if too many bounces happen from a single Campaign. Instead, we grab these via the scheduled job which is a bit more efficient and doesn't cause performance issues.

    Regarding the unchecked "via the api" box, we typically default to having this field checked. This allows for other MailChimp integrations you may have to bring data back to SugarCRM. This, in turn, alerts Sugar every time that we send an update from Sugar to MailChimp (even though it doesn't take any action). However, you can leave this box unchecked if you don't have any other MailChimp integrations.

    Let me know if you have further questions!

    Best,
    Heidi

  4. fareedjreisat member avatar

    fareedjreisat

    a year ago

    Sorry for this late response -- it's been a busy week!

    I don't think SugarChimp is functioning properly still. I notice when I go to webhooks, the webhook URL is still colored red, which I would think indicates something negative? Not sure about this.

    But the main reason I say this is because I looked up a few of the new unsubscribes from our most recent campaign, and I notice that they are not marked "opted out" in Sugar as expected. I also notice that there is not the expected activity showing in the MailChimp Activity dashlet.

    What's strange is that all our new contacts in Sugar are being added to MailChimp as normal, so the sync is working fine in that regard. However, there doesn't seem to be any updates happening in Sugar from MailChimp.

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hi Freddy,

    Thanks for following up. It sounds like the sync from Sugar to MailChimp is working, but the MailChimp to Sugar sync is not. Can you tell me the webhook that displays for you? Does it currently match your Sugar URL webhook?

    Additionally, can you tell me if your SugarCRM instance is publicly available or is it behind a firewall? We may also need your SugarCRM logs as well. If you'd prefer, feel free to set up a support call here:

    Schedule a Meeting

    Thanks,
    Heidi

  6. fareedjreisat member avatar

    fareedjreisat

    a year ago

    I scheduled a call for 02:00pm - Wednesday, November 7, 2018. Thank you!

  7. fareedjreisat member avatar

    fareedjreisat

    a year ago

    Oddly, the issue seems to have resolved itself. I'm checking the latest activity on subscribers and it's showing in Sugar, and the email addresses are being updated to Opted Out or Invalid as expected. Not sure what happened. I don't think the support call is needed anymore, though. I have gone ahead and cancelled. I'll let you know if any other issues arise. Thanks for all your help!

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hi Freddy,

    Thanks for following up. I'm glad the issue appears to be resolved. Feel free to reach back out if anything seems amiss.

    Best,
    Heidi

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