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

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 owner of the thread. 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 assign another app as responsible for messages.

Normally, Facebook/Instagram gives priority to the app installed first, making it the owner of conversations. In this case, SprintHub cannot reply to messages until it is set as the main 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 handoff, because Meta does not make this setting automatically.

How to resolve

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

Step by step

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

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

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

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

5. Save the changes and do a new test on Instagram.

Warning

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

• In new accounts, this setting may also be required, even without previous integrations.

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

Important

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