Activity from a connected Work Context Integration is not appearing in 15Five AI, or what appears is older than what exists in the source system. This usually means the connection is broken, the sync has not caught up yet, or the data is outside what the connection is permitted to read.
Access and Availability
- Company Admins, HR Admins, and IT Admins can check integration status and reconnect an integration
- Requires access to Agents Hub > Integrations
- Available in the Perform and Total Platform pricing packages
As a general guideline, expect data to update at least once a day. Many integrations sync more frequently, but the exact cadence is not fixed and can change over time. Timestamps shown in 15Five reflect when something happened in the source system, not when it synced.
Diagnose
Check: the connection is broken or the authorization expired
- How to check: Go to Agents Hub > Integrations and look at the integration's card for a connection or authorization error instead of a Connected badge.
- If true: A broken connection stops syncing entirely until it is reconnected. Go to the fix below.
- If not: Continue to the next check.
Check: the initial backfill is still running
- How to check: If the integration was connected recently, look for the in-progress status shown on the integration while history is still building.
- If true: No action is needed. Building history takes longer for larger workspaces, and how long depends on your data volume and the provider's rate limits.
- If not: Continue to the next check.
Check: 15Five does not have permission to read the data
- How to check: Confirm the connected account, API key, or approved source permissions actually cover the content you expect. Each integration reads only what its connection allows, and each integration's own article lists the permissions it requests.
- If true: The data is outside what the connection can read. Adjust the permissions or the connected identity in the source system.
- If not: Continue to the next check.
Check: the data does not exist in the source system
- How to check: Open the source tool and confirm the activity is actually there, in a location the integration reads.
- If true: There is nothing to sync. Some integrations only read specific locations, so check the integration's own article for what it does and does not sync.
- If not: Continue to the next check.
Check: the sync is lagging behind
- How to check: Consider whether the activity is recent, and whether the source system is in a high-volume period.
- If true: Rate limits on the source system's API can slow how fast data comes through, and high activity volume can push sync times later during peak periods. Give it a day.
- If not: Escalate using the steps in If It Still Fails.
Fix
Fix for: the connection is broken or the authorization expired
- Select Agents in the left navigation.
- Click Agents Hub.
- Select the Integrations tab.
- Find the integration showing the error.
- Click Manage to view the connection status.
- Reconnect the integration, completing the OAuth or API key flow again.
Fix for: 15Five does not have permission to read the data
- Open the integration's own Feature Overview article and review the permissions it requests.
- In the source system, confirm the connected account or API key holds those permissions.
- Grant the missing permission, or reconnect using an identity that has it.
Fix for: the sync is lagging behind
- Wait a day for the next sync to complete.
- Re-check the data in 15Five.
Validate
The integration card in Agents Hub > Integrations shows a Connected badge with no error, and activity from the source system appears in 15Five with timestamps matching when it happened in the source tool.
If It Still Fails
Contact support with the following details:
- The integration name
- The status shown on the integration card
- A specific example of missing data, including where it lives in the source system and when it happened there
- Confirmation that the data is visible to the connected account in the source system
Not Covered Here
- Connecting an integration for the first time. See Connect work system integrations (Admin).
- What a specific integration syncs, its permissions, and its backfill window. See that integration's own Feature Overview article.
- Insights that are missing because of source permissions by design. Insights only surface to people who already have access to the underlying information.