Sakari SMS events on the Contact Activity timeline in HubSpot are created from updates to the properties Sakari creates in HubSpot when creating the integration.
Follow these troubleshooting steps if the expected timeline activities are not displayed on a Contact.
1. Check for a message
Search for the contact's telephone number in the All Groups Inbox view in Sakari to see if a message was created and sent. If no message is created in Sakari, no updates will be made to the properties.
If no message is created in Sakari, this indicates an issue with the message request from HubSpot.
2. Enable Sakari SMS events in the timeline
- Navigate to any contact record in HubSpot
- Click Filter activity in the top menu
- Under Integrations, check the box for Sakari SMS
For additional detail, please see Make Sakari SMS events visible in the HubSpot Contact activity timeline
3. Check contact synchronisation
If timeline events do not appear for the Contact, check whether the Contact you are viewing in HubSpot is synced with Sakari. SMS activity will only appear in the timeline of a HubSpot contact record synced with Sakari.
1. Find the Contact ID in HubSpot
The ID of a HubSpot Contact can be found most easily in the page URL.
2. Access the Contact Card in Sakari
From the Contacts panel
-
Click on a Contact record and the Contact Card will pop up on the right-hand side of the screen:
From a message
- In the Inbox, select the Conversation
-
Click the contact card drawer arrow
3. Find the 'vid'
- Find the HubSpot section in the Contact Card
- Click to open
- The 'vid' is the HubSpot Contact ID mapped to this telephone number in Sakari
4. Compare the vid
You are viewing the synced Contact in HubSpot if the 'vid' in Sakari matches the ID of the record you are viewing in HubSpot.
Merge the Contacts in HubSpot
If not, it's likely there is more than one Contact record in HubSpot with the same telephone number.
Merge them in HubSpot using the synced 'vid' from Sakari. SMS activity will appear on the merged contact's timeline.