Retry Policy
What this means
Section titled “What this means”Not every webhook event processes cleanly on the first attempt — a network timeout, a momentary database hiccup, or a busy CRM API can all cause a temporary failure. Playwise HQ handles these automatically: the event is kept and retried with increasing wait times between attempts (a short wait first, then progressively longer), giving temporary problems room to clear on their own.
You may see warnings like network timeout with the note “event will be automatically retried” — that’s this system working. No action is needed.
What doesn’t get retried
Section titled “What doesn’t get retried”Some failures are permanent by nature — for example, event data that fails validation or can’t be transformed into a Playwise record. Retrying wouldn’t change the outcome, so these events are set aside immediately and surfaced in the event log with an error explaining why. Fix the cause (often a field mapping or a missing required field on the CRM record), and future events will process fine.
What “retries exhausted” means
Section titled “What “retries exhausted” means”If an event keeps failing after the maximum number of attempts, Playwise stops retrying it and parks it so it can’t clog the queue. The event is recorded in the event log — it isn’t silently discarded.
Importantly, this affects only that one event. Your record isn’t stuck: the next change to it in the CRM produces a fresh event that syncs normally, and a backfill re-imports current CRM state for anything that fell through.
What to do
Section titled “What to do”- Check the event log for the failure reason.
- Fix the underlying cause — reconnect if it’s credentials, adjust mappings if it’s configuration.
- Re-edit the affected record in the CRM, or run a backfill to catch up in bulk.
Still stuck?
Section titled “Still stuck?”If the same events exhaust retries repeatedly, see the troubleshooting guide or contact support.