SMS/Text Conversation Comes in as Unknown Visitor

SamGrooms · ‎May 15, 2025

Hello - we started using the SMS Add-on to communicate with our customers. However, when a customer replies, it gets routed to our HubSpot Inbox, but the contact shows up as "Unknown Visitor", so we don't know who it is until we search the CRM for that phone number.

It seems odd that we have a Contact with their phone number in the CRM, but the Inbox doesn't associated the text from that number with the Contact. Is there a way to automate this association?

SamGrooms · ‎May 16, 2025

Hi @Jaycee_Lewis, this is the Marketing SMS Add-on, available through HubSpot. As far as I know, it's not a third party integration.

Jaycee_Lewis · ‎May 16, 2025

Hey, @SamGrooms 👋 Can you share the name of the integration? It sounds like the cookie, or other identifying, data being collected is not passed into HubSpot correctly. But it's hard to say without more information. Typically, cookies data or email address are the identifiers.

Thanks for the additional information! — Jaycee

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