Chatbot: replies using Slack aren't sent out anymore

Apps Third-Party Apps
1

Hey! Looking for some help…

I have Hubspot installed on a Slack channel on my group. New in-product chatbot messages notify my on a new Slack thread. However, the way it used to work was that any responses from me on that thread would notify the user on the bot. I noticed my responses aren’t notifying the user, and they used to be marked automatically with a checkmark emoji on Slack side.
I Hubspot and they claimed it’s an issue on Slack’s side. I messaged Slack and they said the following: “We have little insight on how the Hubspot app works and I’m a bit surprised they’ve directed you to us as we’re unable to provide support for third-party apps.”

I’m attaching a screenshot showing exactly how it used to work (with the emojis) and how it looks now. Anyone able to assist? That’d very appreciated! Cheers.

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2

Hi @dhvs,

Thanks for reaching out.

I want to tag in some thought leaders to see if they can assist with this.

Hi @EmmaWashington @joshua-paul @Crystal_Hopper, do you have any suggestions?

Thanks!

Jess

3

Hi team,

I want to share that we face this issue as well since last week. Try to reconnect the apps, delete accounts etc., but so far nothing seems to work.

So I will follow this conversation as well and if needed I’m happy to share anything as well to find a solution for this issue.

4

Hi Jessica,

The solution from TOP reply seems doesn’t work anymore.

@hubspot app added into a private channel, but not fetched into the customer’s chat session window

The only “Reply in inbox” works (desktop only)

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PS. Another bug — while I’m on mobile and in Slack tapping “Reply in inbox” opens HubSpot App but not the conversation screen, as it works on desktop.

5

Hello @danniky Can you please confirm If you’ve mapped your HubSpot user email to your Slack user email? You must claim the HubSpot user identity in Slack by clicking Claim [user email address] before sending replies. The full documentation with requirements is noted here: Use the Slack integration.

Kindly,

Pam

6

Dear Pam,

Absolutely, just a couple of hours later I configured Slack - I saw in HubSpot web app notification about that issue - so my Slack’s user email not mapped to the HubSpot user.

So, anyone will find the solution just by seeing notifications.

Vuela -- just follow the instruction.

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7

Hello @danniky thank you for the update, is everything working correctly now?

Kindly,

Pam

8

Hey all, I just got a reply from Patrice, Product Manager at HubSpot, and I was able to fix the issue! Instructions below:

Slack now requires you to invite the @hubspot app into your Slack channel if you’re sending notifications to a private slack channel.

Next Steps:

Simply type @hubspot in any private channels you’re sending notifications to, and your notifications will come through.