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Started by Manu Maldonado • Aug 8, 2025 3:32 PM

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Aug 8

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Manu Maldonado3:32 PM

Hi everyone,
I’m running into an issue with a Custom Channel API integration that’s connected to a HubSpot inbox.

When viewing a conversation in the desktop/web app, I can reply without any problem.

However, when I open the exact same conversation in the mobile app, I get the following error when trying to reply:

“This inbox has no connected accounts to send replies from”

The channel is active, allowOutgoingMessages is set to true, and messages sent from web reach the customer just fine. It seems like the mobile client doesn’t recognize the custom channel as a valid connected account for sending.
Has anyone else experienced this behavior with custom channels? Is this an expected limitation of the mobile app, or could it be a bug?
Thanks in advance!

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Eric HirshReply 1Aug 12, 2025 9:16 PM

We're sorry to have confused you here. I'll work with our user docs and developer docs teams to make it more clear that (unfortunately) custom channel...