Before you start
- You know which outside system should connect to Zentive.
- You can open Settings, then Public Integrations.
What this usually means
The outside system may be using the wrong API key, missing a required field, sending to the wrong endpoint, or receiving an event but rejecting the webhook signature or payload.
Fastest fix first
- 1
Confirm the key is still active
Open Public Integrations and verify the API key or webhook subscription has not been revoked.
- 2
Check the endpoint and event
Confirm the outside system is sending to the correct Zentive endpoint or listening for the event you actually enabled.
- 3
Send one test record
Use a simple customer, lead, or service request with all required fields before testing a complex payload.
- 4
Review the delivery log
Look for the latest delivery status, response code, and error message before changing multiple settings.
- 5
Rotate compromised keys
If an API key was shared too broadly, revoke it and create a new scoped key.
Do not paste keys into support chats
Send the key name, last-used time, endpoint, event type, and error message. Do not send the full API key or signing secret.
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Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.