# Help with whatsapp

**URL:** <https://community.hubspot.com/t/help-with-whatsapp/118352>\
**Category:** Tickets & Conversations\
**Tags:** email\
**Created:** [October 14, 2024, 11:15pm UTC](https://community.hubspot.com/t/help-with-whatsapp/118352 "2024-10-14T23:15:33Z")\
**Posts on this page:** 6\
**Page:** 1

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**Author:** ![DThomas17](https://avatars.discourse-cdn.com/v4/letter/d/ac91a4/32.png) [@DThomas17](https://community.hubspot.com/u/DThomas17)\
**Post date:** [October 14, 2024, 11:15pm UTC](https://community.hubspot.com/t/help-with-whatsapp/118352/1 "2024-10-14T23:15:33Z")

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Hi All,

I’ve set my business whatsapp acc as a channel for my help desk but when I reply to a whatsapp ticket through the help desk, the messages all say not delivered. Any ideas why?

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**Author:** ![Jaycee\_Lewis](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jaycee_lewis/32/61352_2.png) [@Jaycee\_Lewis](https://community.hubspot.com/u/Jaycee_Lewis)\
**Post date:** [October 15, 2024, 3:45pm UTC](https://community.hubspot.com/t/help-with-whatsapp/118352/2 "2024-10-15T15:45:23Z")

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Hey, @DThomas17 👋 I moved this to a different section of the community to try to get you more views. – Jaycee

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**Author:** ![CHoller](https://avatars.discourse-cdn.com/v4/letter/c/b3f665/32.png) [@CHoller](https://community.hubspot.com/u/CHoller)\
**Post date:** [October 22, 2025, 7:59am UTC](https://community.hubspot.com/t/help-with-whatsapp/118352/3 "2025-10-22T07:59:17Z")

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Have you solved this problem? We do have the same issue with no clue how to fix it.

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**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\
**Post date:** [October 22, 2025, 8:43am UTC](https://community.hubspot.com/t/help-with-whatsapp/118352/4 "2025-10-22T08:43:49Z")

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Hi @CHoller and thanks for reaching out to the HubSpot Community!  
- Can you describe the exact problem you are experiencing with WhatsApp (e.g., login issues, message sending errors)?  
- Are you seeing any specific error messages or codes? If so, can you share a screenshot or the exact text?  
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.  
For information, here is the article on the topic: “[Connect a WhatsApp channel to help desk](https://knowledge.hubspot.com/help-desk/connect-a-whatsapp-channel-to-help-desk)”.  
I have found for you the solution from @SNigam on this post “[Message not delivered](https://community.hubspot.com/t5/Tickets-Conversations/Message-not-delivered/m-p/774806)” that might help you.  
Also, let’s consult our Top Experts: Hi @JessicaBaskey, @LouiseHare and @Brenner do you have suggestions to help @CHoller, please?  
Have a fantastic day and thanks so much!  
Bérangère

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**Author:** ![CHoller](https://avatars.discourse-cdn.com/v4/letter/c/b3f665/32.png) [@CHoller](https://community.hubspot.com/u/CHoller)\
**Post date:** [October 22, 2025, 9:28am UTC](https://community.hubspot.com/t/help-with-whatsapp/118352/5 "2025-10-22T09:28:52Z")

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Sure! I added Whatsapp as a service desk channel. I also added the Customer Agent. Yesterday, I or the agent was able to reply to incoming whatsapp messages. Later that day, it stopped working. Now, all the messages that either the agent or I manually send, are being marked as “not delivered”.

 ![CHoller_0-1761125246849.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/3/f/3f4bf0d7b18808bf88d70dc7e55db15a1adbacfa.png)

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**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\
**Post date:** [October 30, 2025, 8:17am UTC](https://community.hubspot.com/t/help-with-whatsapp/118352/6 "2025-10-30T08:17:40Z")

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Hi @CHoller and thanks for getting back to me!  
The error message may mean that the email address you’re replying from isn’t connected to HubSpot.  
Can you please check that the inbox you’re using is connected in your HubSpot account?  
If your inbox is connected correctly and you are still seeing this error message, I would recommend [connecting with HubSpot Technical Support](https://help.hubspot.com/), as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.  
Thanks,  
Bérangère