Use this guide to troubleshoot common issues with the Aloware Talk2 Conversation interface in HubSpot, including missing cards, unavailable messaging options, and scheduling issues.
Before troubleshooting, verify that the HubSpot integration is connected in Aloware → Integrations → HubSpot and that the HubSpot Integration Card toggle is enabled.
The Aloware card does not appear in HubSpot
The Aloware card must be added to each HubSpot record view where users need to access the Talk2 Messenger.
In Aloware, go to Integrations → HubSpot.
Verify that the HubSpot integration is connected.
Verify that the HubSpot Integration Card toggle is enabled.
In HubSpot, go to Settings → Objects → [Contacts / Companies / Deals / Tickets] → Record customization → Card library.
Select the applicable record view.
Verify that the Aloware card has been added.
Click Save.
Repeat these steps for each object and view where the Aloware card should appear.
Note: The Aloware card is configured separately for each applicable HubSpot object and view.
The Aloware HelpDesk card does not appear
The Aloware HelpDesk card is configured separately from the Aloware card used on Contact, Company, Deal, and Ticket records.
To check the HelpDesk configuration:
Open the HubSpot HelpDesk view.
Verify that the Aloware HelpDesk card has been added.
If the card is missing, add it from the HelpDesk view.
The Messenger does not open for a Contact
The Talk2 Messenger requires a valid phone number on the HubSpot Contact record.
Check that:
The Contact has a valid phone number.
The phone number is available on the Contact record.
The Aloware card is added to the Contact's record view.
If the Contact has multiple phone numbers, select the appropriate number when using the Messenger.
The Messenger does not appear on a Company, Deal, or Ticket
For Company, Deal, and Ticket records, Aloware determines which associated Contacts can be messaged.
Check that:
The record has an associated Contact.
The associated Contact has a valid phone number.
The Aloware card is added to the applicable record view.
If no eligible Contact is associated with the record, the Messenger may not have a Contact available for messaging.
Email cannot be sent
Email messaging requires both a valid Contact email address and an SMTP relay integration.
Verify that:
The Contact has a valid email address in HubSpot.
The SMTP relay integration is configured.
If either requirement is missing, email cannot be sent through the Talk2 conversation interface.
Fax cannot be sent
Fax messaging requires a fax-enabled number in Aloware.
Verify that the customer has a fax-enabled number in Aloware before attempting to send a fax.
A scheduled message is sent at an unexpected time
Scheduled messages use the configured timezone settings. If the timezone settings in HubSpot and Aloware are different, the message may be sent at an unexpected time.
Verify that the timezone settings in HubSpot and Aloware are aligned.
The Aloware card is missing after reconnecting the integration
Reconnecting the HubSpot integration restores the integration connection but does not automatically restore the Aloware card to HubSpot record views.
If the card was removed after an app uninstall or integration disconnect:
In HubSpot, go to Settings → Objects → [Contacts / Companies / Deals / Tickets] → Record customization → Card library.
Select the applicable record view.
Add the Aloware card.
Click Save.
Repeat for each object and view where the card should appear.
For HelpDesk, add the Aloware HelpDesk card separately from the HubSpot HelpDesk view.
When to check the integration configuration
If multiple Talk2 functions are unavailable, first verify the integration configuration rather than troubleshooting each function individually.
Check that:
The HubSpot integration is connected in Aloware → Integrations → HubSpot.
The HubSpot Integration Card toggle is enabled.
The required Aloware or HelpDesk card is added to the appropriate HubSpot view.
The Contact has the information required for the communication method being used.