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

1. Navigate to any contact record in HubSpot
2. Click Filter activity in the top menu
3. 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.

If not, it's likely there is more than one Contact record in HubSpot with the same telephone number.

Steps to remediate

1. Delete the Contact in Sakari

Deleting a Contact deletes all associated messaging history in Sakari.  This is necessary to sync the number with a new HubSpot Contact ID.  The message activity timeline in HubSpot will be preserved.

From the Contact card

Open the options via the three dots on the top right-hand side:

From the Contacts section

• Individually select a Contact using the checkbox to the left of their name
• Click the Delete icon

Contacts can only be deleted in Sakari by an Account Administrator.

2. Merge the Contact records in HubSpot

Preserve the message activity timeline from the old Contact by merging it in HubSpot with the desired Contact.

3. Send a message from the merged HubSpot Contact

1. Send a message

   Sending a message from the HubSpot Contact instantly syncs the number in Sakari with the 'new' HubSpot Contact ID

   or

    

2. Wait for the 'new' contact to sync automatically.