Message sent via third-party workflow tool not showing in Conversations Inbox

HubSpot Ideas
1

Hi, I’ve connected Little Help (via API/Webhook) to my HubSpot Inbox’s LINE channel to send automated messages through a Workflow. However, the messages that get sent out don’t show up in the Inbox at all (the customer does actually receive the message on LINE).

I’m wondering if it’s because Little Help is calling the LINE API directly instead of going through the HubSpot Conversations API. Has anyone run into this issue before, and how did you fix it? Thanks!

2

HI @lee01 I’ve come across this before with third-party workflow tools. If the message is being sent successfully but isn’t appearing in Conversations, the key question is whether the tool actually creates a HubSpot conversation/engagement record. Sending the email alone doesn’t necessarily make it appear in the Conversations inbox, so I’d check that integration capability first.