Tickets & Conversations

RTesorio
Member

Message not delivered - Facebook Messenger

Good day,

 

Yesterday morning everything was working fine but later that day one team member reported that he can't send out any replies to our customers. I have checked our integration setting and it seems that everything is in order.

 

Resending replies does not work.

We have tried refreshing our browser, using different browser, using incognito and clearing our cache.

This happens to all of our accounts.

 

Our team can send out replies via email, is just that the replies via our Facebook messenger channel is the one that we are having issues with.

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4 Replies 4
SBrown4
Member

Message not delivered - Facebook Messenger

I'm having this same issue. Everything was working fine until this morning. Any update on how to fix this. Hubspot will not help because I'm on the free plan

 

 

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kvonloesecke
Community Manager
Community Manager

Message not delivered - Facebook Messenger

Hi @SBrown4,

 

Thanks for reaching out!

 

Can you confirm please that HubSpot is set as the primary receiver in your Facebook Messenger settings and see if this resolves the error? 

 

You can do so by following these steps:

  • Log in to your Facebook Business Page.
  • In the left sidebar, navigate to Settings > Advanced Messaging.
  • In the Handover Protocol section, next to Messenger receiver, click Configure.
  • Click the Primary Receiver for Handover Protocol dropdown menu and select HubSpot Conversations.

This article from the HubSpot Knowledge Base provides a step-by-step guide that you can follow along with to complete the steps above!

 

Thanks,

Kristen


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TienThinker0902
Member

Message not delivered - Facebook Messenger

Hi guys,
I'm in the same situation as him.
Can you help me @TiphaineCuisset 

 

Screenshot 2021-10-21 095621.pngScreenshot 2021-10-20 172644.png

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TiphaineCuisset
Community Manager
Community Manager

Message not delivered - Facebook Messenger

Hi @RTesorio 

 

Thank you for reaching out. 

 

Do they get an error message? Can you send us a screenshot?

 

Can you verify that HubSpot Conversations is set as the primary recipient for Facebook Messenger on Facebook by following these steps? If so, could you send me a screenshot?

 

I'm also wondering if you're also having the issue with another network/wifi?

 

Thank you!

Best 

Tiphaine


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