Referral Syncing

Keep your referrals up to date across your CRM and cloud partners — automatically.

Overview

After you share an opportunity or accept an inbound referral, Suger keeps that referral continuously in sync across three systems — your CRM (Salesforce, HubSpot, or Dynamics 365), Suger, and the cloud partner (AWS, Azure, or GCP) — for the entire life of the deal.

A change made in one place is automatically reflected in the others, with no manual re-entry. Syncing runs in the background on a regular schedule, and you can also trigger it on demand.

Where to Find Everything

The co-sell page is organized as a row of tabs. What you see depends on which CRMs your organization has connected:

One CRM tab appears per connected CRM, so an organization on a single CRM sees one, and an organization on all three sees three. Cloud Partners and Metrics always follow them.

Metrics sub-tabs

Metrics is itself split into three sub-tabs:

Most of the troubleshooting on this page uses Logs.

How Syncing Works

Suger syncs referrals in two directions:

Outbound — from your CRM to the cloud partner. When you update an opportunity/deal in your CRM (for example, the close date, stage, or deal value), Suger pushes those changes out to the cloud partner’s co-sell portal. You control exactly which fields are kept in sync from the Sync Fields configuration.

Inbound — from the cloud partner to your CRM. When the cloud partner updates a referral on their side (for example, the status changes, a stage advances, or new details are added), Suger pulls those changes back into the matching opportunity/deal in your CRM.

Only fields that actually changed are updated. Suger compares the latest values on each side and leaves everything else untouched, so syncing never overwrites unrelated data in your CRM.

How Often It Syncs

Syncing happens automatically in the background:

• Inbound (partner → CRM) — about every 3 hours. Partner-side changes are usually picked up much sooner: AWS and GCP deliver event notifications to Suger (AWS EventBridge, GCP Pub/Sub) that trigger an immediate sync of the affected referral, and Suger additionally polls for new AWS and Azure referrals about every 10 minutes.
  • GCP Pub/Sub now processes CREATED events as well as UPDATED, so a referral Google originates lands in Suger in near real time instead of waiting for the next scheduled run. A partner-sourced CREATED event is deliberately skipped — it is either your own outbound create still in flight or one made directly in the GCP console — and is picked up by the scheduled inbound sync instead.
  • AWS EventBridge referral events also push the resulting referral straight to the Suger__Referral__c mirror in Salesforce, rather than waiting for the next scheduled backfill.
• Outbound (CRM → partner) — about every 6 hours.

To keep scheduled syncs fast, most of them are incremental — each run only looks at what changed recently:

• The scheduled outbound sync only re-syncs opportunities/deals that your CRM reports as modified within the last 7 days — based on the record’s last-modified timestamp (Salesforce: SystemModstamp; HubSpot: hs_lastmodifieddate). Exception: if your Sync Fields configuration was changed within the past 2 days, the scheduled run performs a full sync instead, so the new mappings are applied to every referral.
• The scheduled inbound sync window depends on the cloud partner:

A manual sync has no such window — it re-syncs everything.

The dates on a referral are the partner’s dates

Created Date and Last Modified on the referrals table show the partner’s own timestamps — what AWS ACE, Microsoft Partner Center and the GCP console show for the same opportunity — not when Suger happened to write the row.

A Suger-internal referral has no partner side, so those rows fall back to Suger’s own timestamp. Sorting and filtering follow the same rule, so a descending sort no longer floats rows with no partner date to the top.

The same rule applies in the Console, the Salesforce referral table, and the HubSpot deal card.

Run a Sync Manually

You don’t have to wait for the next scheduled sync. From the co-sell referrals table, open More actions — the one dropdown that now holds all three bulk operations:

• Inbound Sync — pull the latest referrals and updates from a cloud partner into Suger. Use this if a referral is missing or seems delayed.
• Outbound Sync — push your CRM opportunities to the cloud partner’s co-sell portal right away.
• Bulk link opportunities — Match referrals to Salesforce / HubSpot. Matches many referrals to CRM records in one background job, rather than opening each referral and linking it by hand. (Per-referral linking is still available on the lead detail page — see Leads.)

The menu hides any option your integrations do not support, and does not render at all when none of the three apply.

Unlike the scheduled sync, a manual sync is a full sync: it re-reads the current CRM values of every active referral, with no recent-change window. This makes it the way to push changes the scheduled sync can’t detect — such as formula field updates (see Troubleshooting).

Each option lets you choose the cloud partner (AWS, Azure, or GCP). Once a sync starts, Suger runs it in the background.

A manual GCP inbound sync takes precedence. Because the scheduled GCP inbound sync is incremental, a manual full sync is the only thing that reaches an opportunity that fell outside the 7-day window — so it is exactly the lever to pull when something is missing. If a scheduled run is already in flight for your organization, the manual full sync replaces it rather than being dropped. Nothing is lost: a full sync covers everything the replaced run would have, and the schedule resumes on its next tick.

AWS leads sync separately. Leads have their own inbound sync — a manual full sync from the lead table, and a scheduled run every 3 hours, offset from the referral sync. See AWS Partner Central Leads.

You can check the status of any sync — automatic or manual — in the Logs table under Metrics → Logs. Set the Workflow Type filter to Sync for per-referral sync runs, or Batch Sync for the scheduled and manually triggered batch runs that process many referrals at once. Each entry shows the run’s status (such as Completed or Failed), provider, and timestamp.

What Gets Synced

• Referral fields — the fields you configured under Sync Fields (outbound) and your inbound field mappings.
• Status & stage — the partner’s status and stage are mapped to Suger’s unified status. See Status & Stage.
• Contacts — customer contact details are synced into your CRM. For AWS, contact information is shared 10–30 minutes after a referral is accepted; see Inbound Referral.

Referrals in an inactive state — Draft, Rejected, Expired, or Deleted — are not synced in either direction. Closed referrals (Closed Won / Closed Lost / Closed Error) are no longer pushed outbound, but they still receive inbound updates from the cloud partner.

Troubleshooting

My change hasn’t appeared yet. Automatic sync runs every few hours. If you need it sooner, run a manual sync.

A formula (calculated) field changed in my CRM but never synced. Salesforce computes formula fields at read time — when a formula’s inputs change (for example, a field on the related Account), the opportunity record itself is not modified, so Salesforce does not update its last-modified timestamp. The scheduled outbound sync relies on that timestamp to detect changes, so formula-only updates are invisible to it — the partner side keeps the old value. To fix: run a manual Outbound Sync (a full sync that reads the current formula values), or add a Salesforce Flow that touches the opportunity whenever the formula’s inputs change so the scheduled sync picks it up.

A field changed back to a different value. When the same field is updated in both your CRM and the partner portal between syncs, the most recent change wins. If a field shouldn’t be synced at all, adjust your Sync Fields configuration.

A referral shows “Update Failed”. Hover over the status to see the error message, fix the underlying data, and the next sync will retry. See Status & Stage for error troubleshooting.