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The Facebook Lead Generation integration in the HoopAI platform lets you automatically capture leads from Facebook lead forms and route them into your CRM and workflows. When the integration breaks, leads can be missed or duplicated. This guide walks you through diagnosing and fixing each part of the pipeline.

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Connecting your Facebook page

The integration requires a valid connection between your Facebook page and Hoop. Connection issues are the most common cause of lead sync failures.
1

Verify Facebook account permissions

The Facebook account you use to connect must have Admin access to the Facebook page. Editor or Moderator roles do not have sufficient permissions to access lead data.
2

Connect through Hoop settings

Go to Settings > Integrations > Facebook and click Connect. Follow the Facebook authorization flow and make sure to grant all requested permissions, including access to leads.
3

Select the correct page

If you manage multiple Facebook pages, confirm you selected the page that has the lead forms attached. You can connect multiple pages if needed.
If you skip the leads permission during the Facebook authorization flow, the integration will appear connected but will not receive any lead data. Disconnect and reconnect, making sure to accept all permission prompts.

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Lead form sync issues

After connecting your page, your lead forms should appear in Hoop within a few minutes. If they do not sync, try the following.
  • Refresh the integration: Go to Settings > Integrations > Facebook and click the refresh icon next to your connected page
  • Check form status: Only Active forms sync to Hoop. Archived or draft forms will not appear
  • Verify form type: Hoop supports standard lead forms. Instant Forms created through Ads Manager are supported, but custom Instant Experience forms may not sync correctly
Newly created lead forms can take up to 15 minutes to appear in Hoop after syncing. If the form still does not show after refreshing, disconnect and reconnect the integration.

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CRM mapping and field configuration

Leads captured from Facebook must be mapped to the correct contact fields in your Hoop CRM.
Facebook fieldRecommended Hoop CRM field
Full NameFirst Name / Last Name
EmailEmail
Phone NumberPhone
CityCity
Custom QuestionCustom Field (create a matching field first)
1

Open field mapping settings

Navigate to Settings > Integrations > Facebook > Field Mapping for the connected page.
2

Map each form field

For each field in your Facebook lead form, select the corresponding Hoop CRM field from the dropdown. Unmapped fields will not be imported.
3

Create custom fields if needed

If your lead form has custom questions, create matching custom fields in Settings > Custom Fields before mapping.

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Duplicate leads

Duplicate contacts can occur when the same person submits a lead form multiple times or when multiple integrations capture the same lead.
  • Hoop deduplicates leads based on email address by default. If a lead submits with a phone number only, a new contact may be created each time
  • Check whether you have both the Facebook integration and a Zapier or webhook integration capturing leads from the same form
  • Review Contacts > Smart Lists to filter for duplicates by phone number or name
Enable the Deduplicate by Phone option under Settings > Integrations > Facebook to catch duplicates that submit with a phone number but no email.

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Webhook delivery failures

If you are using Facebook’s webhook to push leads to Hoop and leads are not arriving, check the following.
1

Verify the webhook URL

Confirm the webhook endpoint URL in your Facebook App settings matches the one provided in Hoop under Settings > Integrations > Facebook > Webhook URL.
2

Check the verify token

The verify token configured in Facebook must exactly match the token in Hoop. Even a trailing space will cause verification to fail.
3

Test the connection

Use Facebook’s Test button in the Webhooks section of your App Dashboard to send a test lead. Check Hoop’s contact list to confirm the test lead arrived.

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Testing your lead flow

Before running paid campaigns, test the entire lead flow end to end using Facebook’s Lead Ads Testing Tool (available in the Facebook Developer portal). Submit a test lead, then check Contacts in Hoop to confirm the lead appeared with all mapped fields populated. If you have workflows triggered by new Facebook leads, verify the test contact was enrolled and the first actions executed.

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FAQs

Changing your Facebook password invalidates the access token used by the integration. Go to Settings > Integrations > Facebook in Hoop, disconnect, and reconnect your account.
Yes. When configuring a workflow trigger, select Facebook Lead Form Submitted and choose the specific form. Create separate workflows for each form as needed.
Leads typically appear within 1 to 3 minutes of submission. During high-traffic periods, there may be a delay of up to 10 minutes.
Last modified on March 5, 2026