Overview
For channels where users don’t share emails or phone numbers, such as Instagram DMs, TikTok Business Messages, Telegram Bots, Facebook Messenger, Octopods uses a Channel Identifier Matching system.
These channels typically expose only a username or a platform user ID, so we provide a reliable method to match or create new HubSpot Contacts for those channel users. This feature ensures your HubSpot CRM accurately reflects who your team is chatting with.
How Channel Identifier Matching Works
When a new conversation comes in from one of these messaging channels, Octopods extracts the unique identifier the platform provides — e.g.:
Instagram username
TikTok username
Telegram user ID
Messenger PSID
You can choose which HubSpot contact property Octopods should match against, e.g., firstname or a custom contact property your team have created in HubSpot.
👉 You can learn how to create HubSpot custom properties in HubSpot’s official guide: Create and edit properties (make sure to create it under Contact Properties)
Enabling and configuring the feature
Inside the Octopods dashboard, you can select any HubSpot default or custom contact property to use for matching, such as:
Default properties (e.g.,
firstname,lastname)Custom tracking properties (e.g.,
instagram_username,tiktok_user_id)
Go to your channel show page, scroll down to the "Create a HubSpot contact for channel users" feature card:
Click "Update HubSpot Contact Creation" and that's it. Any new channel message will be created under a HubSpot Contact matching the channel lead.
Matching Priority Logic
To ensure accurate and predictable behavior, Octopods uses the following priority order to determine which HubSpot Contact to match to the channel user:
HubSpot Contact Already Associated With the Conversation (Highest Priority)
If advanced matching is enabled, Octopods will update this contact’s matching property with the identifier (username/user ID).
Advanced Matching Search (if enabled)
If the conversation has no associated contact, Octopods searches HubSpot using the configured matching property.
If a match is found, the conversation & message is attributed to this contact.
Create a New HubSpot Contact
If no match is found, Octopods uses any previously stored link or creates a brand-new HubSpot contact.
This guarantees consistent, deterministic matching for all your messaging channels.
Thank You
If you have feedback about this feature, we’d love to hear it.