Issue with Updating Custom Channels

Developer Support APIs & Integrations
1

Dear HubSpot Community,

I am currently working on a project that uses the Custom Channel API to integrate inbox functionality with HubSpot. While I successfully created a custom channel using the POST request to the endpoint specified in the documentation:

https://api.hubapi.com/conversations/v3/custom-channels?hapikey={YOUR_DEVELOPER_API_KEY}&appId={appId},

I am facing difficulties updating the channel configuration as described here:

If you need to review or update your channel’s configuration, you can send a GET or PATCH request to the same endpoint above using the same channel schema. PATCH requests also accept partial-update requests.

I followed these steps:

  1. Created a custom channel using the POST method without issues.
  2. Attempted to update the channel using the PATCH method, both with full and partial schema payloads, as outlined in the documentation.
  3. Verified my authentication and permissions.

Unfortunately, every attempt to use PATCH (or PUT for testing purposes) results in a “method not allowed” error. I have tested this both through Postman and my public app.

Could you confirm if this endpoint is currently operational for PATCH requests, or provide guidance on what might be missing in my implementation?

Thank you for your time and assistance.

Best regards,

2

Hey, @PMicromovilid :waving_hand: Thanks for the great question. I think there are several issues at play here. I set up a quick test using the documentation and the example schema and ran into the same issues you reported. But I made it work with a little tweaking. I’ll add the important part first and add other details below that.

Example:

  • successfully created the custom channel using Postman

  • successfully updated the schema
    - you have to include the channelId in the request URL. The sentence you quoted from the docs is missing that vital detail
    Request (I updated the value for `“maxFileAttachmentCount”: ` from 1 to 4)
    PATCH https://api.hubapi.com/conversations/v3/custom-channels/691074?hapikey={NOPE}&appId=12345Response

    {
 "webhookUrl": "https://example.com/handle-new-outgoing-message-notification",
 "channelAccountConnectionRedirectUrl": null,
 "capabilities": {
 "allowInlineImages": false,
 "maxFileAttachmentCount": 4,
 "outgoingAttachmentTypes": [
 "FILE"
 ],
 "allowedFileAttachmentMimeTypes": [
 "image/png"
 ],
 "maxFileAttachmentSizeBytes": 1500000,
 "richText": [
 "HYPERLINK",
 "TEXT_ALIGNMENT",
 "BLOCKQUOTE"
 ],
 "maxTotalFileAttachmentSizeBytes": 1500000,
 "threadingModel": "INTEGRATION_THREAD_ID",
 "allowFileAttachments": false,
 "allowOutgoingMessages": false,
 "supportsComposition": true,
 "deliveryIdentifierTypes": [],
 "allowMultipleRecipients": false,
 "allowConversationStart": false
 },
 "id": "691074",
 "name": "My new custom channel",
 "createdAt": "2025-01-29T17:39:37.580Z"
}​

  • Profit!

Other issues:

  • the text you quoted should be updated to include a reminder to add the channelId to the request URL
  • the on-page examples for creating the channel and updating the schema are missing the auth input for your dev HAPI key. So you cannot test from the documentation currently
  • the schema example is missing a comma after “outgoingAttachmentTypes”: [“FILE”]

I’ll get those suggestions over to the dev doc owners :blush:

I hope this helps get you moving forward! — Jaycee

3

@Jaycee_Lewis I sincerely appreciate the help and guidance provided regarding my issue with updating custom channels. Thanks to your support, I was able to resolve the problem successfully :+1: