Undeliverable messages

[TienThinker0902]

Hi guys,

Hope everyone can help me. Recently I have received a lot of messages from customers, but I cannot reply to them. I do not know why?
I tried clearing cache, using new browser.. but still can't send message.
Below is a picture of the problem, can anyone give me some advice?

Best regards,

[TienThinker0902]

Hello @natsumimori , 
Is this here? remove this app? and reconnect them in Hubspot. When I remove app in Fb Business Integrations but Hubspot the tool is still, I think it need time
Best idea :))

[TienThinker0902]

I also tried going here to turn it off and back on but it doesn't work

[natsumimori]

I've found a past case where user experienced "Message not delivered" error. The cause of this case was this user didn't grant HubSpot one of the permissions the HubSpot App needs when they connected the Facebook Messenger.

And the solution for this case was:

• Delete the HubSpot FB app entirely in your Facebook settings here
• Then delete the FB pages + reconnect them within HubSpot as well

If you're not attempting to send emails to unexisting contacts, the above could be the case.

[natsumimori]

Hi @TienThinker0902 , thank you for your post.

I see that you attempted to send emails to those "Unknown Visitor" and it failed. When a contact appears as "Unknown Visitor", it usually means this person's contact record no longer exists in your HubSpot account. Could you please verify this?

And if there are actually their contact records, could you please share the URL so that I can have a closer look? 

Thanks!

[TienThinker0902]

Tks you, 

Because I'm connecting Messenger with Hubspot, so there will be identifiable and unidentified customers, so far I still send messages to both types of customers normally.

Currently, whether the customer is identified or not, Hubspot still cannot send messages to customers.
I have tried many times but still can't send and on Messenger still not showing the message.