topic Re: Conversations webhook not triggering in APIs & Integrations

Conversations webhook not triggering

JSimons4 — Sun, 07 Dec 2025 19:33:44 GMT

Hello community, just started developing an integration for hubspot when I ran into what I think is a bug from hs?

My goal is to get notified (webhook trigger) when a new message comes in the chat (inbox).

I created a public app, auth, scopes and webhooks configured and when testing the webhook "conversation.newMessage" via the test button I recieve it on my end, working great so far.

But when simulating it with my testwebsite that has a hs chat and after typing in and sending an message, it does not get triggered.

Also tested the "conversation.creation", no trigger when new chat is created.

To make sure everything is correct on my end I added a webhook for new contact creation, which does fire on new contact creation. So it seems the config is correct.

The docs do say it is in beta, but just want to know if I am missing something or that the conversation webhooks are just broken for now?

Re: Conversations webhook not triggering

SamTassey — Mon, 08 Dec 2025 14:52:05 GMT

Hello @JSimons4!

Welcome to the Community!

I'd like to tag in some of our Top Contributors to see if they have any tips and tricks on this. @TomM2, @GRajput, @evaldas, @SteveHTM

Do you have any suggestions for @JSimons4?

Thank you!

Sam, Community Manager

Re: Conversations webhook not triggering

SteveHTM — Mon, 08 Dec 2025 15:08:39 GMT

@JSimons4 - Sounds like you are diving deep here! I'm very familiar with using conversations and thread objects - but I have always used conversation workflows and associated triggers, followed by custom code actions to query the actual conversation data structure that is created.

This is actually how I would attack this debug problem - when you experiment with a new chat, can you look inside the conversation data structure to make sure all the components of that char are represented as you expect? Given the comolexity of how conversations are represented, I would suspect that there may be a data or type mismatch somewhere - you have to supplement the minimal documentation with rooting through those structures with your oqn queries.

Hope this helps!

Steve

Re: Conversations webhook not triggering

JSimons4 — Mon, 08 Dec 2025 18:53:27 GMT

Thanks for your reply. After 1 day I installed the app again in my portal, the webhooks started to work. So I don't know what the problem was.

I also found out that when using a private app the conversation webhooks don't work, while other webhooks do.

So for future devs: conversation webhook don't trigger in private app, make a public app with OAuth2.

If the webhooks don't work, wait a day and install again.

Re: Conversations webhook not triggering

RubenBurdin — Mon, 15 Dec 2025 19:29:42 GMT

Hi @JSimons4 , thanks for circling back with what you found. Your “future devs” note is basically the punchline: Conversations webhooks are really meant to be used from a public app with OAuth, not from a private app token. Private apps work fine for lots of CRM webhooks, but Conversations is one of the areas where HubSpot’s permissions model is stricter and the docs can feel a bit inconsistent.

The “test button works but real events don’t” symptom usually comes from one of three things: the subscription wasn’t actually persisted at install time, the app install didn’t fully propagate yet (there’s sometimes a delay), or the portal/user context doesn’t match the conversation source you’re testing.

Reinstalling effectively forces a clean re-registration of the webhook subscriptions, so it makes sense that it suddenly “fixed itself” the next day.

If anyone hits this again, I’d suggest: confirm you’re using a public app install (OAuth), confirm the webhook subscriptions are enabled for the right portal, then create a brand-new chat thread from a clean incognito session to avoid weird existing thread states. The main webhook reference and the auth model differences (private app token vs OAuth) are here:

https://developers.hubspot.com/docs/api-reference/webhooks-webhooks-v3/guide

(https://developers.hubspot.com/docs/apps/developer-platform/build-apps/authentication/overview )

Hope this helps.