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Entity Sync

Entity Sync keeps your companies and contacts consistent across The One Stack products. When you add or update a company in one product, those changes propagate to all connected products automatically.

Supported Products​

Entity Sync currently connects the following products:

ProductCompaniesContacts
PSARead/WriteRead/Write
CRMRead/WriteRead/Write
BooksRead/WriteRead/Write
RMMRead/WriteRead Only
SecurityRead/WriteRead Only
PortalRead/WriteRead/Write
CMDBRead/WriteRead Only
VoiceRead OnlyRead/Write

Configuration​

Navigate to Hub > Settings > Entity Sync to configure synchronization.

Enabling Sync​

  1. Go to Hub > Settings > Entity Sync.
  2. Toggle on each product you want to include in synchronization.
  3. Select a primary source — the product whose records take priority during initial sync.
  4. Click Save Configuration.

Sync Frequency​

Choose how often entity data is synchronized:

  • Real-time — Changes propagate within seconds via the service bus. Recommended for most deployments.
  • Scheduled — Sync runs at a configurable interval (minimum 5 minutes). Useful if you want to batch changes.
  • Manual — Sync only runs when you click the Sync Now button.

Duplicate Detection​

When Entity Sync encounters a new record, it checks for duplicates before creating it in connected products.

Match Rules​

Configure which fields are used to detect duplicates:

  • Company name — Fuzzy matching with configurable similarity threshold (default 85%).
  • Domain — Exact match on the company's primary domain.
  • Email — Exact match on the primary contact email address.

You can enable multiple match rules. A record is considered a duplicate if any enabled rule matches.

Reviewing Duplicates​

When a potential duplicate is detected:

  1. The record is flagged in Hub > Entity Sync > Review Queue.
  2. You can choose to merge, keep separate, or dismiss the match.
  3. Merged records combine fields from both sources based on your conflict resolution policy.

Conflict Resolution​

When the same record is updated in multiple products simultaneously, Entity Sync applies your conflict resolution policy.

Resolution Policies​

  • Newest wins — The most recent update takes precedence regardless of source. This is the default.
  • Source priority — Updates from higher-priority products overwrite lower-priority ones. Configure priority order in the settings.
  • Manual review — Conflicting changes are queued for manual resolution. The record remains unchanged until resolved.

Field-Level Overrides​

You can set per-field resolution rules. For example, you might want the PSA to always own the "Company Type" field while CRM always owns "Industry."

  1. Go to Hub > Settings > Entity Sync > Field Mapping.
  2. Click on a field name.
  3. Select the owning product for that field.
  4. Changes to that field from other products will be ignored.

Sync History​

View a log of all sync operations at Hub > Entity Sync > History. Each entry shows:

  • Timestamp
  • Source and target products
  • Entity type and name
  • Action taken (created, updated, merged, skipped)
  • Any errors or conflicts encountered

Use the filters to narrow results by product, date range, or action type.

Troubleshooting​

Records not syncing​

  • Verify the product is enabled in Entity Sync settings.
  • Check that the service bus connection is healthy in Hub > Settings > System Health.
  • Review the sync history for error entries.

Too many duplicate flags​

  • Increase the fuzzy match similarity threshold to reduce false positives.
  • Disable match rules that are too broad for your data (e.g., company name matching when you have many similarly named clients).

Sync delays​

  • If using real-time mode, check service bus queue depth in system health.
  • For scheduled sync, verify the interval has not been set too high.