# Customers Accounts **URL:** \ **Category:** Tips, Tricks & Best Practices\ **Tags:** starter\ **Created:** [August 2, 2023, 1:25pm UTC](https://community.hubspot.com/t/customers-accounts/86644 "2023-08-02T13:25:47Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![ASilviuAdrian](https://avatars.discourse-cdn.com/v4/letter/a/f17d59/32.png) [@ASilviuAdrian](https://community.hubspot.com/u/ASilviuAdrian)\ **Post date:** [August 2, 2023, 1:25pm UTC](https://community.hubspot.com/t/customers-accounts/86644/1 "2023-08-02T13:25:47Z")
Hello, My issues is related to the chatbot options from Hubspot. The problem: there a few customers that are contacting us, but the system does not recognize them, ie:we can not see the name of the customer in the chat inbox, even though they exist in our datebase. What could be the problem? ---
**Author:** ![PamCotton](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pamcotton/32/47916_2.png) [@PamCotton](https://community.hubspot.com/u/PamCotton)\ **Post date:** [August 2, 2023, 9:06pm UTC](https://community.hubspot.com/t/customers-accounts/86644/2 "2023-08-02T21:06:44Z")
Hello, @ASilviuAdrian thank you for posting in our Community! Are you currently using our [Chatbot feature here](https://www.hubspot.com/products/crm/chatbot-builder)? When they are contacting you via chat, could you give us more details on “the system does not recognize them?” Are they existing customers that are not being associated? Are they using a different email address? The more information, screenshots, and details you can provide, the better I can advise on the next steps. Thank you, Pam ---
**Author:** ![ASilviuAdrian](https://avatars.discourse-cdn.com/v4/letter/a/f17d59/32.png) [@ASilviuAdrian](https://community.hubspot.com/u/ASilviuAdrian)\ **Post date:** [August 3, 2023, 10:30am UTC](https://community.hubspot.com/t/customers-accounts/86644/3 "2023-08-03T10:30:35Z")
Hello Pam, Yes, we are using the chatbot feature. I think the best description is the one used by you, “existing customers that are not being associated”, as they are using the same email address and should be recognised by the system, Hubspot. I am curios why this happens just for some random customers that are contacting us. Thank you for your imput and message, Androne ---
**Author:** ![tverdokhlib1](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/tverdokhlib1/32/58857_2.png) [@tverdokhlib1](https://community.hubspot.com/u/tverdokhlib1)\ **Post date:** [August 5, 2023, 7:29pm UTC](https://community.hubspot.com/t/customers-accounts/86644/4 "2023-08-05T19:29:57Z")
Hey @ASilviuAdrian As I know, there is no easy way in HubSpot to recognize people via chatbot, but you can use the [identify](https://developers.hubspot.com/docs/methods/tracking_code_api/identify_visitor) method to resolve this. ---
**Author:** ![RClark2](https://avatars.discourse-cdn.com/v4/letter/r/49beb7/32.png) [@RClark2](https://community.hubspot.com/u/RClark2)\ **Post date:** [August 11, 2023, 8:04am UTC](https://community.hubspot.com/t/customers-accounts/86644/5 "2023-08-11T08:04:19Z")
It seems like there might be an integration or data synchronization issue between your database and HubSpot’s chatbot. Double-check that the customer data in your database is correctly synced with HubSpot. Also, review the settings and configurations for the chatbot to ensure it’s properly linked to your customer database. If the problem persists, reaching out to HubSpot support could provide more insights. ---
**Author:** ![RClark46](https://avatars.discourse-cdn.com/v4/letter/r/838e76/32.png) [@RClark46](https://community.hubspot.com/u/RClark46)\ **Post date:** [January 27, 2024, 6:44am UTC](https://community.hubspot.com/t/customers-accounts/86644/6 "2024-01-27T06:44:40Z")
Click [here are a couple of suggestions to get you started](http://www.gearheadinsight.com)