Conversations · 1 min read
Why Calls or Messages Show Incorrectly in Conversations
Conversations shows all your calls and messages with a contact in one timeline. If something looks wrong, here's why it usually happens and how to fix it.
Wrong times
- Time zone mismatch: your account time zone may be different from where the activity happened.
- Delays: heavy load or brief outages can delay when activity is recorded.
- Synced activity: calls or messages from other tools may show the sync time rather than when they happened.
Activity on the wrong contact
- Duplicate phone numbers: several contacts share the same number.
- Merged contacts: merging combines activity from both records.
- Different number formats: the same number saved with and without a country code can look like two numbers.
Check for duplicate numbers regularly and save numbers in one consistent format.
Missing activity
- Filters in Conversations are hiding it.
- It happened before you set up call or message tracking.
- A sync or connection error stopped it being recorded.
Duplicate activity
- An outside tool retried sending the same event.
- The same channel is connected more than once.
- Your browser is showing old cached data.
How to fix it
- Check your time zone in Settings > Business Profile.
- Search for and merge duplicate contacts.
- Clear any active filters in Conversations.
- Make phone number formats consistent.
- Clear your browser cache and cookies, then log back in.
- Check Settings > Integrations for the same channel connected twice.
- For missing activity, check whether it was received at all.
If it's still wrong, note the contact, phone number, and times of the affected activity, take screenshots, and contact FunnelStreams support.