Shopify Inbox "Failed to deliver:" message

Shopify Apps
1

Hi, there has been a problem with using Shopify inbox, could you help, please?
In the app, most of the chats started showing “Failed to deliver:” message, and “Message not delivered. Try again” after we try to answer our customers.
When you look at the old conversations there has been some convo between our clients and our staff but still, there has been this message showing us.

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Any idea what’s wrong?

2

Hi there, @Ivan35 . Thanks for bringing this situation to the Shopify Community! I hope you’re doing well, and I’m really sorry to hear about this problem impacting your Inbox and communications with your customers.

I just have a few questions I’d like to ask to get some additional context so I can advise on some next steps towards a resolution:

  • When did you first notice that these error messages were occurring?
  • Have you tested starting a chat yourself, and then replying to yourself as normal? You likely have, but I just want to get confirmation. If you have, do you get the same error as with your other chats? Do the messages end up delivering regardless of the error?

I’ll keep my eyes peeled for your reply! Hope to hear from you soon!

3

Hi @Imogen_1 . the problem occurred once a week ago, and from then till today everything seemed ok, but now again we started getting error messages on new and old conversations with our clients. When I was on chat with your support a week ago, everything was good, but it seems it started happening again.

Strange thing is that messages sent from our customers to us are labeled as “Message not delivered. Try again”
Is it possible that it’s just a bug, and messages are delivered as excepted but an error message is shown anyway?

4

Hey there, @Ivan35 . Thanks for following up with me here!

I’m happy to hear that you reached out to the live team regarding these errors appearing in your Inbox app. It’s certainly strange that the errors seemed to go away, and stay gone, without any intervention, but have no decided to act up again. It could be a bug, as I’m not finding any information currently on this specific error, however I wouldn’t go as far as to say that just yet.

Considering that this error has come back up here, I strongly recommend reaching out to the live team once again, while the issue is active, so they can see it in real-time. It’s likely that our Technical Team will need to take a look into the application and research these errors for you, so reaching out to the live team to begin this process is something I strongly suggest you do. In case it’s needed, here is the link to reach them: https://bit.ly/3c5icUc

Feel free to follow up with me again with any additional information, or if you have any questions.

5

I have been having the same issue. It’s intermittent. It seems to happen on the 3rd or 4th reply.

  • Happens on mobile and desktop
  • On mobile it happens both wifi and cellular
6

Hey there, @GOAT . Thanks for jumping in here and providing some more information for us!

We’ve had a few merchants write to us regarding this issue. At this time, our Technical Team is looking into the cause and working on a fix. They’re asking folks that have these issues to reach out and let them know, as more examples help with finding a solution. If you encounter the issue again, please reach out to the Live Team using this link to let them know, and they can pass your authenticated shop along as an ongoing example of the issue.

When did you first notice that this issue was happening? Has the issue popped back up for you since making your post here?