Conversations

Why Calls or Messages May Appear Incorrectly in Conversations

Understand why calls or messages may display with incorrect timestamps, contact associations, or activity details in your Conversations view.
What You'll Learn

Conversations in LeadConnector displays all communication activities with your contacts, including calls and messages. Occasionally, these activities may appear with incorrect timestamps, be associated with the wrong contact, or display unexpected activity details.

This article explains the common causes of display issues in Conversations and provides solutions to ensure your communication history appears accurately.

1

Common Display Issues in Conversations

The Conversations view consolidates all communication activities with your contacts into a unified timeline. However, several factors can cause calls or messages to display incorrectly.

Timestamp Discrepancies — Activities may show incorrect times due to timezone settings or system synchronization delays.
Contact Mismatches — Calls or messages may be linked to the wrong contact when multiple contacts share similar phone numbers or when contact merging occurs.
Activity Duplication — The same call or message may appear multiple times in the conversation history due to integration syncing or webhook retries.
Missing Activities — Some communications may not appear if they were filtered out, occurred before tracking was enabled, or failed to sync properly.
2

Incorrect Timestamps

Timestamp issues occur when the recorded time of a call or message doesn't match when it actually occurred. This can affect how activities are sorted in your conversation timeline.

Cause 1
Timezone Configuration Mismatch

Your account timezone settings may differ from the timezone where the activity occurred. LeadConnector displays timestamps according to your configured account timezone, which can make activities appear to have occurred at different times than expected.

Cause 2
Processing Delays

High system load or temporary service interruptions can delay when activities are recorded. The timestamp reflects when the activity was processed rather than when it occurred.

Cause 3
Third-Party Integration Timing

When calls or messages are synced from external systems, the timestamp may reflect the integration's sync time rather than the actual communication time.

Note

Verify your account timezone settings in Settings → Business Profile to ensure timestamps display correctly for your location.

3

Wrong Contact Association

Activities may appear in the wrong contact's conversation history when the system incorrectly identifies which contact was involved in the communication.

Cause 1
Duplicate Phone Numbers

Multiple contacts with the same phone number can cause activities to be associated with the wrong contact record. The system may default to the most recently created or modified contact with that number.

Cause 2
Contact Merging

When contacts are merged, activities from both original contact records are combined. This may make it appear that activities are associated with the wrong contact if the merge wasn't intended or was performed incorrectly.

Cause 3
Phone Number Format Variations

Phone numbers stored in different formats (with or without country codes, area codes in parentheses, etc.) may cause the system to treat them as different numbers, leading to mismatched activities.

Best Practice

Maintain clean contact data by regularly auditing for duplicate phone numbers and standardizing phone number formats across all contact records.

4

Missing or Duplicate Activities

Your conversation timeline may show incomplete history with missing activities, or it may display the same activity multiple times.

Missing Activities

Cause 1
Conversation Filters Active

Active filters in the Conversations view may hide certain types of activities. Check that all activity type filters are enabled to see the complete conversation history.

Cause 2
Activities Before Tracking Began

Communications that occurred before you configured call or message tracking in LeadConnector will not appear in the conversation history.

Cause 3
Sync Failures

Integration errors or temporary connectivity issues may prevent activities from being recorded. Check your integration health status and activity logs.

Duplicate Activities

Cause 1
Webhook Retry Logic

When webhook endpoints return errors, the system automatically retries delivery. If the initial request was actually processed despite the error response, this can create duplicate activity records.

Cause 2
Multiple Integration Endpoints

Having the same communication channel connected through multiple integrations or API configurations can result in activities being recorded twice.

Cause 3
Browser Caching Issues

Stale browser cache or session data may display outdated conversation states that show duplicate activities. Refreshing the page or clearing cache typically resolves this.

5

How to Resolve Display Issues

Follow these troubleshooting steps to diagnose and resolve conversation display issues in LeadConnector.

Step 1
Verify Your Timezone Settings

Navigate to Settings → Business Profile and confirm your timezone is set correctly. Timestamp issues often resolve once the correct timezone is configured.

Step 2
Check for Duplicate Contacts

Search your contact database for duplicate phone numbers. Use the contact merge feature to consolidate records and ensure activities are associated with the correct contact.

Step 3
Review Active Conversation Filters

Open the Conversations view and check the filter settings. Ensure all activity types (calls, SMS, emails, etc.) are enabled if you expect to see them in the timeline.

Step 4
Standardize Phone Number Formats

Audit your contact phone numbers to ensure consistent formatting. Use the same format for all numbers (e.g., +1XXXXXXXXXX for US numbers) to prevent matching issues.

Step 5
Clear Browser Cache

Clear your browser cache and cookies, then log back into LeadConnector. This resolves display issues caused by stale session data.

Step 6
Review Integration Configurations

Check Settings → Integrations to identify any duplicate connections for the same communication channel. Disable or remove duplicate integrations to prevent activity duplication.

Step 7
Examine Activity Logs

For missing activities, review your system activity logs to determine if the communication was received by LeadConnector. This helps identify integration sync failures or tracking gaps.

Pro Tip

If issues persist after completing all troubleshooting steps, document the specific activities affected (timestamp, contact name, phone number) before reaching out to support. This information helps diagnose the root cause more quickly.

Need Help?

If you've completed all troubleshooting steps and conversation display issues persist, our support team can investigate further.

  • Click the Help icon in the bottom-right corner of LeadConnector
  • Select "Contact Support" to open a support ticket
  • Include the affected contact name, phone number, and specific activity timestamps
  • Attach screenshots showing the incorrect display
6

Frequently Asked Questions

Q: Why do my calls show a different time than when they actually occurred?
Timestamp discrepancies typically result from timezone configuration differences. Check Settings → Business Profile to ensure your account timezone matches your actual location. Timestamps display according to the configured account timezone, not the timezone where the call originated.
Q: Can I manually reassociate an activity with the correct contact?
Currently, activities cannot be manually moved between contacts in LeadConnector. The best approach is to resolve the underlying cause (duplicate contacts, phone number formatting issues) and allow the system to correctly associate future activities. For historical activities, you may need to add notes to the correct contact explaining the situation.
Q: How do I remove duplicate activities from a conversation?
Duplicate activities should be addressed by resolving the root cause (webhook retries, multiple integrations). Once the cause is corrected, contact support to help identify and remove duplicate records. Avoid deleting activities manually unless you're certain they are true duplicates, as this cannot be undone.
Q: Will merging duplicate contacts combine their conversation histories?
Yes, when you merge two contact records, all activities from both contacts are combined into a single conversation timeline under the primary contact. Review both contact records before merging to ensure you're creating the desired unified history.
Q: Why don't I see text messages in my conversation timeline?
First, check that SMS activity is enabled in your conversation filters. If filters are configured correctly but messages still don't appear, verify that your SMS integration is properly connected and that message tracking began before the conversations you're looking for occurred.
Q: How can I prevent phone number format issues?
Establish a standard phone number format for your organization (such as E.164 format: +1XXXXXXXXXX for US numbers) and apply it consistently when creating or importing contacts. Consider using automation or bulk contact update tools to standardize existing records.
Q: Can I recover activities that aren't showing in the conversation timeline?
If activities occurred before tracking was enabled, they cannot be recovered retroactively. For activities that should have been tracked but are missing, check your activity logs and integration health. Support can investigate whether the activities were received by the system but failed to display properly.
Q: Does clearing my browser cache delete conversation history?
No, clearing your browser cache only removes locally stored temporary data. Your actual conversation history is stored on LeadConnector's servers and remains intact. Clearing cache can help resolve display issues without affecting your data.