Hello @GTrilha,
Thank you for the HAR, investigating more with previous cases, Unknown visitor in conversation can appear if someone manually disassociated the thread. If you check for the email inside the contact record you will be able to see the email conversation associated and records from contact creation history from “conversation”.
Please note: when an email is forwarded to a hosted email address in the conversations inbox, by default, HubSpot associates that email to the contact record with the From email address in the original email, not the forwarder’s email address. This ensures that the emails are correctly associated with contacts if you’re using an automated forwarding rule in your inbox. Learn how to manage your forwarding rules in the inbox.
Are the emails forwarded to HubSpot also contains the original email of the sender so they are associated with the Contacts? And the contact that was not associate and showed as “unknown visitor” was a new or existing contact?
PS: Tambem gostaria de informar que vejo que essa conversa estaria em português, se preferir postar sua pergunta tambem nessa seção em português aqui com todas as informações que foi alterada antes disso acontecer, e o passo a passo em como esses emails foram criados nossos experts podem lhe ajudar tambem.
Thank you/Obrigada,
Pam