Home Helpdesk Integrations | HubSpot Resolution Reason "Error while sending message to Hubspot": What to Do

Resolution Reason "Error while sending message to Hubspot": What to Do

Last updated on Sep 25, 2026

When It Happens

  • A HubSpot ticket arrives in your team with the resolution reason "Error while sending message to Hubspot".
  • The end customer has not received a response, or keeps writing in the queue, after ClaudIA's first message.
  • The conversation was transferred before ClaudIA completed a step in the flow, such as data collection.

How It Works

Why doesn't the message reach the customer?

HubSpot marks ClaudIA's message as undelivered for a few reasons:

  • WhatsApp 24-hour session (the most common): HubSpot rejects the message saying the session has expired, sometimes even when the customer has just written. The conversation shows the warning "Message not delivered because the WhatsApp 24-hour session has expired". Resending through the integration does not solve it, but a message sent by an agent through the HubSpot interface is delivered normally.
  • WhatsApp delivery instability: a temporary error on HubSpot's or the WhatsApp provider's side.
  • Bounced email: on the email channel, the customer's address rejected the message. Usually the address does not exist or was mistyped.
  • Number that cannot receive WhatsApp messages.

What does ClaudIA do in this case?

Every few minutes, ClaudIA checks in HubSpot whether the messages it sent were delivered. When one was not, whatever the reason, it transfers the conversation to human support with the reason "Error while sending message to Hubspot". This way, the customer does not go unanswered.

What should the agent do?

  1. Open the conversation in HubSpot and read the warning on ClaudIA's last message.
  2. On WhatsApp: resume support through the HubSpot interface from the point where ClaudIA stopped. For example: ask again the data collection question that did not reach the customer.
  3. On a bounced email: confirm the customer's email address before replying. Resending to the same address will not work.

The customer did not receive ClaudIA's last message. Do not treat the ticket as already answered.

Notes

  • This is infrequent but recurring: it is worth training the team to recognize this resolution reason.
  • It is not a problem with the flow configuration or ClaudIA's prompt. The response was generated correctly; it simply was not delivered.