When does this happen?

HubSpot creates duplicate contacts when all of the following conditions are met:

1. HubSpot is configured to create new Contact records upon detecting a new email address
2. An email-based SMS notification from Sakari is received in a HubSpot email inbox
3. The unique email address from which the notification is sent does not already exist in HubSpot

How is it prevented?

Sakari mitigates this by adding the unique notification email to each new HubSpot Contact (addressing condition #3). 

However, in some instances outside our control, duplicate contacts may still be created by HubSpot. Should this happen, there are three available options for managing them:

1: Enable direct HubSpot Inbox integration

Available to HubSpot Enterprise & Professional customers

Re-authenticate your HubSpot integration in Sakari and connect your Inbox through a direct integration.

• Replaces email-based notifications (and secondary email addresses)
• Disables the update from Sakari (after saving the configuration)

Please follow the instructions in these articles:

• Update the HubSpot Inbox Permissions
• Connect your HubSpot Inbox to Sakari
• Enable mapping between multiple Sakari and HubSpot inboxes in HubSpot

2: Disable email update & use workflow-based notifications

Available to all HubSpot customers

Contact Sakari Support at help@sakari.io to request disabling the secondary email update.

Without the active update, HubSpot may create duplicate contacts from email notifications.  To avoid this, disable all email notifications from Sakari and set up inbound SMS notifications using a HubSpot workflow instead.

Note: email-based notifications are specifically requested by individual users in Sakari and can only be disabled by that user in Sakari.

Please refer to these articles:

• Set up notifications of inbound messages (email, SMS, desktop)
• Inbound message notifications via HubSpot

3: Merge contacts in HubSpot

Available to all HubSpot customers

Continue without making changes and merge duplicate contacts as necessary.

• Use the secondary email address to identify the original contact (it contains the telephone number of the contact)
• Check the original HubSpot contact record is synced in Sakari
  • Search for the telephone number in the Contacts section
  • Open the Contact Card
  • Open the HubSpot section
  • Check the 'vid' - this is the HubSpot Contact ID mapped to the telephone number in Sakari

• Merge the duplicate contact with it in HubSpot

Secondary email in primary email field

When active, the Sakari update places the secondary email address in the primary email field when a HubSpot contact created without an email address.  HubSpot may attempt to send an email to this address when these contacts are enrolled in an email workflow.  Delete the secondary email as the first step to troubleshoot.