---
title: "Questions Around Contact Synchronization from Integrations"
canonical: "https://resourcecenter.kenect.com/space/Messaging/41157440/Questions%20Around%20Contact%20Synchronization%20from%20Integrations"
format: markdown
---
Whether it’s from an integration or simply contacts syncing on the daily, sometime you need additional insights into why this takes place. This article will give you that information.

## Do the integrations have a limit to the number of contacts that will be synced with Kenect?

No, we don't have a limit on contacts synced for any integrations.

 

## The contact is in the partner's app, but it does not appear in Kenect app

One possible cause here is that the contact has not been synced. Contact synchronization only occurs from the partner application to Kenect.

It is important to review the documentation associated with the operation of the integration to know the contact synchronization times of each partner/integration.

If your client reports that Kenect is not syncing contacts, you should first have examples to identify what may be happening.

Once you have the examples, verify that the contact hasn't been identified as an invalid contact.

```
1- Go to the integrations page in the kenect app (Settings >> Integration)
2- Click on the Contact Data Alerts tab
3- Find the contact in the table
```


![image-20240429-150620.png](media://cf557097-026d-4d4e-9f80-885dcc32f2f7)


This table, in the last column, will also show the reason why the contact did not sync, which you can review and correct with your customer.

## The contact's information is not updating in Kenect app

When having a synced contact, if the user wants to update the same information in both apps, in Kenect and in the partner app, they must make the change on the partner side (integration app. Eg: in Clio app). Only updates from the partner to Kenect are synced.

It is important to review the documentation associated with the operation of the integration to know the contact synchronization times of each partner/integration.

If the user is updating the information on the partner side (integration app) and no contact change is showing in the Kenect app, you need to check two things:

### 1st- The contact is synchronized.  


The contact must have an integration ID in Kenect app.

```
Step 1- Go to the contact’s information
Step 2- Check the external id
```


![image-20240429-150638.png](media://222b7c5c-66d2-4b4c-b884-fad017dd6692)


### 2nd- The contact that the user is trying to update is the same contact that he is verifying in the Kenect app.

The Kenect integration ID must be the same as the contact identification in the partner app. This identification can have different names in each of the partner applications. Eg: customer identification.

## The contact is duplicated in Kenect app

Kenect app does not support duplicate contacts; it only supports one contact per phone number, ***per location***. The user can access the contact list and see a "repeat" contact, meaning that the contact exists in at least two of the organization's locations. A contact can be multiple times within an organization but only once in each location.

From the description above, if a customer reports a duplicate contact, verify that they are not from the same location. If so, submit a Zendesk ticket.

 

## Why are there 2 integration ID's for 1 contact?

Its because the contact's phone number its duplicated on the partner side