CRM tab showing HubSpot, Salesforce, Intercom, and ServiceTitan tiles with Connect buttons

IntegrationsFAQ3 min readUpdated 2026-03-10

FAQ: How do I connect my CRM to Referral Factory?

Q: ServiceTitan: different setup process

ServiceTitan uses a different connection method than the other CRMs. Instead of OAuth authentication, ServiceTitan requires a two-phase setup: first you submit your Tenant ID for approval by the Referral Factory team (1–2 business days), then you install the Referral Factory app in your ServiceTitan account and finalize the connection with your Client ID, Client Secret, and Booking Provider Value. See How to Connect and Configure Your ServiceTitan Integration for the full walkthrough.

Q: Common issue: contacts not syncing

The most common reason contacts don't sync is that the integration is set to "Do nothing" for existing contacts. If a contact already exists in your CRM and you've selected "Do nothing," Referral Factory will not update or create a duplicate — it will skip the sync silently. Review your settings for both the Referrers and Leads tabs.

Q: Salesforce: "cannot reference converted lead" error

This error occurs when a Lead in Salesforce has already been converted to a Contact before the referral sync attempts to reference it. Once a Lead is converted, Salesforce does not allow API actions on the original Lead record. Ensure Leads are not converted before the referral process completes. See FAQ: What does the "cannot reference converted lead" error mean in Salesforce? for more detail.

Q: Qualifying referrals via your CRM

Scroll to the bottom of your integration settings to find the Qualify Referrals section. Here you can select the deal stage that should trigger automatic qualification. For the full picture, see The 6 ways to qualify leads in Referral Factory .