The CONV-003 error indicates that Sakari cannot find a supported outbound phone number to send a message generated in HubSpot.

This generally occurs for one of three reasons.

International messaging to an unsupported country

The Sender in the Group selected in HubSpot does not support messaging to the recipient's country.

Troubleshooting steps:

1. Find the contact record that returned the error

• The HubSpot Object ID in the notification email is the unique ID of the HubSpot contact record (HubSpot Contact ID) for which this error was returned
• If this contact has only one number in either Mobile Phone Number or Phone Number, step 2 can be skipped.  This will be the number synced to Sakari.

2. Confirm the synced number

   • Check the Mobile Phone Property in the settings for your HubSpot integration (Integrations > HubSpot)

   • The first, or only, choice here will indicate which number is synced to Sakari from that HubSpot Contact ID

      

3. Confirm the Sender

   1. Confirm which Group is referenced in the HubSpot Send SMS action
      • Send From (Group) = Group name in Sakari
      • Send From (Custom) = Group Tag in Sakari
      • Notification email: Group = unique ID of Group in Sakari
   2. In Sakari, identify the Sender in the specified Group

    

4. Check SMS support

   1. Confirm the destination country of the synced Contact number - this should display in either HubSpot or Sakari, or use the international dialling code as a reference
   2. Select the Sender in Sakari and check Countries Served
      • If the Countries Served by the Sender do not include the country of the destination number, then the Sender does not support sending SMS to this contact 

Troubleshooting options:

1. Add and select a supported Sender

• Add a Sender to your account that supports messaging to the contact country
• Create a Group for this Sender
• Select this Group in the Send SMS action in the workflow

2. Select an existing supported Sender

• Identify a Sender on your account that supports messaging the contact country
• Select this Group in the Send SMS action in the workflow

3. Enable Shared Pool Fallback

• When activated, Shared Pool Fallback will use numbers from a pool owned by Sakari to send your messages when sending a message to a country not supported by the number in the Group

Non-active telephone number

The phone number in the selected Group has a status other than Active in Sakari.  This most commonly occurs with hosted numbers that are not enabled for sending SMS messages.

Troubleshooting steps:

• Take the actions in Add Sender > Bring Your Own - 'Hosted Messaging' (US & CA landline/VoIP SMS enablement) required to complete hosting
• Do not send further messages from the number/via the Group until the status is Active
• Select a different Group containing a supported number

A number's status changing from Active may indicate the original provider has withdrawn SMS enablement (Hosted Messaging).  Open a ticket with help@sakari.io.

Group incorrectly defined in HubSpot workflow

The value returned in the Send From: Custom field in the 'Send SMS' action in your HubSpot workflow and the Tag in the desired Sender's Group in Sakari do not match.  Sakari cannot identify the desired Group.

The Group in the notification email shows the value returned by the Send From: Custom field as 'custom - value'.

Troubleshooting steps:

1. Check the notification email for the value that was returned
2. Check the Tag on the intended Group in Sakari

Troubleshooting options:

• Change the value in the Custom field to match the Tag in the Group in Sakari
• Change the Tag in the Group in Sakari to match the value returned in the Custom field
• Switch to the Send From Type 'Group' and select the desired Group from the dropdown

Messages that return the CONV-003 error are not charged.