How delivery status works
When you send a proactive message from HubSpot — from an Octopods extension card or a workflow action — Octopods hands the message off to the channel provider (Twilio for SMS, WhatsApp Business Platform for WhatsApp) and returns a request ID.
Delivery happens in two steps:
Processing. Octopods validates the request, picks a channel, and sends to the provider. This usually completes within seconds.
Delivery. The provider attempts to deliver the message to the recipient’s device. This happens asynchronously, so the final status becomes available shortly after processing.
A conversation thread inside HubSpot is created in the background once delivery is confirmed — there is a brief delay between clicking Send and seeing the conversation appear in the HubSpot inbox.
Reading status in the extension card
On the Choose a Channel step, click View Message History to open the Message History table for the contact’s phone number. The table has four columns:
Date — when the message was submitted.
Channel — which Octopods channel sent the message (Twilio SMS or WhatsApp Cloud).
Status — a coloured tag: Delivered, Pending, or Failed.
Details — a short description: Successfully delivered for success, Processing… for pending, or the failure reason for failed sends.
Status values you may see
The Message History table uses three summary tags:
Tag | What it means |
Delivered | The provider accepted and Octopods has processed the message. |
Pending | Octopods has accepted the message but has not yet confirmed processing. |
Failed | The send failed. The Details column shows the failure reason. |
Checking a workflow-triggered message
Messages sent by a HubSpot workflow appear in the same Message History table for the enrolled contact. They also show in HubSpot’s workflow history for the enrollment — open the contact’s workflow enrollments to see the per-step result, including any Octopods error message.
Tip: If a workflow action fails for a specific contact, re-enroll that contact after fixing the underlying issue (missing phone, stale template, etc.). Octopods does not automatically retry workflow sends.
Tracking via request ID
Every send returns a request ID. If you are looking at logs or scripts outside the HubSpot UI and need to confirm a specific send succeeded, quote the request ID when contacting Octopods support so they can trace the exact delivery attempt.
When a conversation doesn’t appear in HubSpot
The HubSpot CRM card creates or reuses a conversation thread automatically after a successful send. If no thread appears within a minute or two:
Confirm the message status is Sent or Delivered — if it failed, no conversation is created.
Check the Octopods workspace connected to your HubSpot portal is still active.
See Troubleshooting Failed Proactive Messages for further diagnostics.
What’s next