Conversation Comes in as Unknown Visitor from Facebook Messenger

[07000]

Hello - we have Facebook Messenger set up through a HubSpot chatflow. When someone messages us through Facebook, the conversation gets routed to our HubSpot Inbox under "Messenger" but a lot of the time the contact shows up as "Unknown Visitor" so we cannot tell who the person is without navigating back to the Facebook platform to check the message. The integration is pointless as then because you navigate back to the original platform anyway and HubSpot does not create a contact with "Unknown Visitor". This is a problem for our sales assistant who is not as tech savvy and needing to stay within one tool if possible.

Is there a way for HubSpot to recognize the user who sent the message through Facebook and pull the first or last name through? Screenshot attached to show how our Facebook messages are coming through to our HubSpot Inbox. 

[StjepanGrcic · Accepted solution]

Hi @07000 

This should be enabled since the data sharing (see picture below) allows for that. 

If you've connected a Facebook Messenger account to a conversations inbox, but incoming messages aren't appearing in the inbox, you may have another app set as the primary receiver in your Facebook settings. When two different chatbot apps are integrated with a Facebook page, the primary receiver app  controls and receives all incoming messages by default. To set HubSpot Conversations as the primary reciever. 

Once you’ve completed the setup process, you can manage Facebook Messenger interactions within your Conversations inbox the same way you would with live chat or email: Messages sent to your Facebook Business Page are visible within the inbox where you can assign the chat to other sales or support reps, create tickets, and more.

When you connect with a new lead for the first time, the integration will automatically create a new contact record within your HubSpot CRM. And, because the lead originates from Facebook, that new contact record will automatically populate with the lead’s name and profile picture from Facebook. That means less manual work for you and more context for you to build a meaningful relationship with your customers.

Cheers!

[BérangèreL]

Hi @07000,

Thank you for asking the Community! That's a great question!

I checked for you and with the Facebook Messenger integration, the unidentified user profile can happen when users create their Facebook accounts with phone number as the primary identification and no name.

It can also be because they're not signed into their Facebook accounts when chatting in.

I'd like to invite some of our Top Experts and some of our Community Members to this discussion: Hi @Bryantworks, @catarinacorreia, @CEOgurumuscle, @Camille71214, @jujubee, @Alex_Elborn and @StjepanGrcic do you have other suggestions to help @07000, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much and have a wonderful day!
 

Best,
Bérangère