Step 1: Check Sakari access
Is there a profile in Sakari created from your own HubSpot email address?
If not, follow these steps:
- When logged in to Sakari, create a new Administrator user that has your HubSpot email address by sending an invitation email to this new address
- Log out of Sakari
- Find the email and follow the prompts to set a password and complete your new profile
- Didn't receive the email? Try logging into Sakari via https://hub.sakari.io/accounts using the new email address - you'll be prompted to complete the profile the first time you log in
If you are an Administrator in Sakari troubleshooting on behalf of another HubSpot user, please check the above for their HubSpot email address and, if needed, follow the steps in Configure a HubSpot user for Sakari.
Please ensure the email address is consistent between the user's HubSpot profile and Sakari profile.
Step 2: Check message visibility permissions
Is the user's profile in a Group with the outbound number in Sakari?
Groups manage the email-based permissions for each user accessing Sakari through HubSpot.
These permissions enable users to view and send messages from a specific outbound number (Sender) in Sakari via a Contact record in HubSpot.
To make messages visible to a HubSpot user, add their profile to the Group in Sakari that contains the outbound number used. Select the profile from the dropdown in the Users field, or use a partial name search to find them.
Only messages visible in a Sakari Inbox can be seen in the widget. Archived messages are not visible.
For more information and detailed steps, please review the following articles: