topic Re: Resetting a Messenger conversation by deleting the conversation at the end user's side. in APIs & Integrations

Resetting a Messenger conversation by deleting the conversation at the end user's side.

Igee — Thu, 26 Jun 2025 09:39:10 GMT

Good Day,

I have been developing and testing a chatflow for a while now. When I was starting out deleting the conversastion on a test account on Messenger originally reset the whole conversation meaning it started on the first question of the chatflow, it also deleted and reset all custom states that were being used within the chatflow.

These worked like this until recently we went to have it tested by other people, and one concern was after deleting the conversation by the end user. The conversation picks-up from where it left off.

The account that I have been using for testing still does this at times, but before it was doing it consistently. The accounts that are now just being used do not do this for some reason, and I can't figure out why.

If it is possible I would like that the "reset" works on all accounts, at least just for testing. And if this is not possible is there another way to reset the conversation by the users. Or a better way to conduct the tests.

Thank you.

Re: Resetting a Messenger conversation by deleting the conversation at the end user's side.

Jaycee_Lewis — Thu, 26 Jun 2025 21:02:41 GMT

Hey, @Igee 👋 Thanks for the question. It sounds like this is happening exclusively within the Facebook Messenger app. Is that correct? If that's the case, the behavior you're seeing is likely the intended functionality.

It's likely because:

Meta gives every user a permanent Page-Scoped User ID (PSID)
HubSpot uses this PSID to identify the contact and save their state
A user deleting a chat only clears their view. It does not notify HubSpot or reset their identity (Meta does not provide a webhook event that fires when a user deletes a conversation)
When they message again, the same PSID is used, so the conversation continues

In this case, our community expert can provide deep expertise on building and troubleshooting your chatflow logic, setting contact properties, and using HubSpot APIs, the specific mechanics of the Messenger platform itself (like what the “delete” or “archive” functions do) are controlled by Meta.

Best,

Jaycee

Re: Resetting a Messenger conversation by deleting the conversation at the end user's side.

Igee — Fri, 27 Jun 2025 00:44:29 GMT

I am not sure if it happens on other platforms since I am only working on Messenger right now.

I believe that you are referring to the conversation being retained as the intended behavior. But it is not consistent with all accounts, I was using this method to reset the conversations up until yesterday and the behavior was the same, delete the conversation in Messenger and the conversation resets. Upon testing on other accounts is where I found out that it does not reset everytime.

Also I found during recent testing that now the account I am using, sometimes does not reset everytime I delete. It still does reset most of the times, but not consistently anymore unlike before.

I would like to know why this behaviour is not consistent between accounts, how to fix it, and if there is a better way to reset the conversation for testing.

Thank You