Error (#100) The action is invalid because it is not the owner of the topic

When replying to Instagram messages through SprintHub, the following error may occur:

{
  "status": 400,
  "message": "Request failed with status code 400",
  "url": "xxxxx",
  "method": "POST",
  "data": {
    "success": false,
    "msg": "The action is invalid since it's not the thread owner."
  },
  "requestErros": []
}

Or the message:

Error (#100) The action is invalid because it is not the thread owner. The action is invalid since it's not the thread owner.

This error occurs when SprintHub is not the owner of the conversation (thread owner) on Instagram. This usually happens in two scenarios:

1. There is another application connected to Instagram/Facebook

If the account has integrations from other chatbot/CRM systems, Meta may set another app as responsible for the messages.

Normally, Facebook/Instagram gives priority to the app installed first, making it the owner of the conversations. In this case, SprintHub cannot reply to the messages until it is set as the primary app.

2. New Instagram/Facebook account

On newly configured accounts, even without other apps installed, it may be necessary to manually set SprintHub as the default app for message forwarding, as Meta does not make this definition automatically.

How to fix it

It is necessary to configure SprintHub as the default messaging app in Meta.

Step by step

1. Access the Facebook/Meta Business linked to Instagram.

2. Go to the Messages / Messaging settings for Instagram or Facebook.

3. Locate the option for Default app, Message forwarding or Handover Protocol (depending on the Meta interface).

4. Set SprintHub as the primary app to receive and reply to messages.

5. Save the changes and test again on Instagram.

Attention

• If there are other apps installed, it may be necessary to temporarily remove them or reset SprintHub as the default.

• On new accounts, this setting may also be mandatory, even without previous integrations.

• After the change, some conversations may need a new message from the customer to update the thread owner.

Important

This error is returned directly by the Meta (Facebook/Instagram) API and is related to the conversation ownership (thread owner), and is not an internal SprintHub error.