About five hours ago, messenger suddenly stopped receiving responses that were sent from Hubspot inbox.
It says in the message that it was delivered and sent; however, when I checked the meta inbox, clients were not receiving our messages.
The two chats by me are missing from the client side, meaning it is not being sent despite Hubspot saying it is. The other chat, Unknown External User, was sent using the meta inbox and was successful.
I tried removing and adding back the Facebook inbox under tools, but it did not work
I am at a loss since I wasn’t able to find a similar problem to mine, so I was hoping to ask here and find some support seems it is more technical than we expected.
For reference, our ID is 21547822
Hey @RGupit Thanks for providing the details and screenshots!
It sounds like there might be an issue with the Facebook Messenger integration. I recommend checking the integration settings in HubSpot to ensure everything is connected properly and that your Facebook account has the right admin permissions. If everything looks correct, try disconnecting and reconnecting the channel.
Let me know if the issue persists after this, and we can look into further troubleshooting options!
Hi Pam,
Unfortunately, I’ve already reconnected the channel several times and there are no improvements. I still cannot send any messages even though it is being shown as sent.
Update:
It seems to fix itself. I have yet to make any changes outside of reconnecting the inbox and all the backlogged messages suddenly flooded the test account I was using.
I guess this counts as resolved, but from what happened, it seems that Hubspot was trying to send the messages to Messenger and it just stayed as sending, even though it is written as sent from Hubspot. So when the connection was fixed, all the backlogged messages got sent.
I still don’t know the fix for this or if it was an external issue (Hubspot/Facebook), but I will count this as resolved since the problem is fixed.
