CRM

MSheen-GO
Member

CRM > Sales Inbox > Messenger - messages not delivered

In CRM section

Sales Inbox > Messenger (Facebook Messenger integration)

 

For roughly one month, we have been unable to reply to Facebook Messenger messages through HubSpot.  We receive the response with an exclamation mark sign in a triangle that the 'Message not delivered' or 'Not delivered.'

 

Screenshot 2025-01-14 at 11.20.48.png

 

To try to resolve the issue, we fully removed the Inbox channel for Messenger in settings and followed the process to set it all up again through the normal install. It reconnected through Facebook. However, this has not resolved the issue, and we received the same error.

 

One thing of note that may be of interest is that Meta appears to have added an autoresponse to the start of every chat through Facebook Messenger.  It now starts with the message "Get Started" at the beginning of each chat. I am uncertain if this is part of the issue, but it is worth noting for root-cause analysis.


Does anyone else have an issue with Facebook Messenger integration since December?  Does anyone have any ideas to assist us with resolving the issue please?

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3 Replies 3
himanshurauthan
Thought Leader | Elite Partner
Thought Leader | Elite Partner

CRM > Sales Inbox > Messenger - messages not delivered

Hi @MSheen-GO

 

The issue might stem from Meta's recent updates, including the "Get Started" message. Here's how to fix it:

 

  • Verify that your Facebook page allows message responses through HubSpot.
  • Ensure that HubSpot has permission for the Messenger integration by navigating to Settings > Inbox > Channels > Messenger.
  • Check if the "Get Started" autoresponse is interfering with replies. You may have to change or disable it in Meta's page settings.
  • Reach out to HubSpot Support and check if the integration needs an update because of Meta's changes.
  • As others are facing similar issues, this may require updates from either HubSpot or Meta.

 

Best regards!

Digital Marketing & Inbound Expert In Growth Hacking Technology
0 Upvotes
PamCotton
Community Manager
Community Manager

CRM > Sales Inbox > Messenger - messages not delivered

Hey @MSheen-GO, thank you for posting in our Community!

 

The “Message Not Delivered” error may be linked to permissions in your Facebook Business settings or the “Get Started” autoresponse affecting message flow. Please try disabling any automation in Messenger to test. 

 

 Since reconnecting Messenger didn’t work, ensure HubSpot has the necessary permissions in your Facebook Business settings. 

 

Let us know how that works.

 

Pam

 

 

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MSheen-GO
Member

CRM > Sales Inbox > Messenger - messages not delivered

Pam,


Thanks for replying. It may be permissions, but as connectivity worked perfectly well previously, it is very difficult to determine as we have not changed anything from our side. Additionally, when you connect through HubSpot, the process goes through all the necessary steps to allow permissions and enable connectivity.

 

As another point to note, there is one-way connectivity, as Hubspot can see the messages sent; it just cannot send back.

 

If you have any more thoughts on that, please let me know.  I will go and try some RCA re permissions and if I work it out I will add here and 'accept as solution'

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