Why Can’t I See Webhooks?
Check that you selected the correct Team, are its owner or an Admin, and that Webhooks is enabled for your environment. A missing card does not by itself mean your receiving app is misconfigured. If Your webhook access has changed appears, use Check access again after an owner verifies your permissions. If your role is correct but the feature is unavailable, contact FirstTouch support to confirm availability.Why Is My URL Rejected?
Use the final public HTTPS URL provided by your receiver. Confirm:- It uses port 443, not HTTP or a custom port such as 8443.
- It uses a DNS hostname, not an IP address.
- It has no embedded username/password or
#fragment. - It is no longer than 2,048 characters.
- Its DNS records resolve only to public addresses, not localhost or private/special-use networks.
Why Is Send Test Event Unavailable?
Open the destination’s Overview and turn on Send events to this destination. Use Edit destination to select at least one event, then choose one in Testing. Wait for any save operation to finish. A test also needs an active signing secret: if all secrets were revoked, use Create secret, configure the receiver, and try again. Only subscribed events appear in the test selector. Copying or viewing Example data does not send a request.Why Did A Test Work But No Real Event Arrive?
Testing proves the receiver can accept that synthetic request, not that a real business event occurred.- Confirm the correct Team, destination URL, enabled state, and exact event subscription.
- Check that the real action completed. Queued or failed outreach is not a sent event.
- For replies, confirm the conversation is tracked by FirstTouch. See event scope.
- For signals, confirm the source feature is configured and a supported signal was actually detected. See Social Engagement or Website Visitors.
- Clear history filters, check the date range, and click Refresh. Search by event or delivery ID when available.
Why Are Some Replies Or Imported Messages Missing?
Received events are not a full export of connected inboxes. They apply to conversations tracked by FirstTouch. Initial LinkedIn history imports are excluded from live reply events, and LinkedIn replies need reliable single-contact attribution. Subscribe separately tolinkedin.message.received and linkedin.inmail.received if you need both categories. Do not infer the category solely from a message subject. See the event catalogue.
Why Is A Payload Field Null Or Missing?
First check the event type and Testing > Example data > Fields. Not all sources supply the same information.- An event may not be linked to a Flow Plan, action, or enrollment.
- Contact enrichment and HubSpot links may be unavailable or unmatched.
- A website signal may identify a company but not a person.
- Message IDs, subjects, content formats, recipient lists, and attachment metadata depend on the source.
- Content fields are omitted for a destination whose sensitive-data setting is disabled. The current settings form does not expose a separate switch for that setting.
Why Does Signature Verification Fail?
Check that your receiver:- Uses the correct destination’s active signing secret, including its
whsec_prefix, as a UTF-8 key—not a Base64-decoded key. - Verifies the original raw request bytes before JSON parsing or reserialisation.
- Signs the exact timestamp header, a
., and those raw bytes with HMAC-SHA256. - Parses the
key_id:v1=digestentries inX-FT-Webhook-Signature, including comma-separated entries during rotation. - Uses constant-time digest comparison and a synchronised clock for its own timestamp-tolerance policy.
Why Am I Receiving Duplicate Events?
FirstTouch retries unsuccessful or unconfirmed deliveries. Your app may have processed a request before the response was lost, and Resend can deliver the same event again. Deduplicate with the payload’sidempotency_key or X-FT-Webhook-Id. Attempt IDs and a resend’s delivery history row ID are different identities and must not be your only deduplication key. Durably record acceptance, return 2xx for duplicates, and avoid repeating downstream side effects. See duplicate handling.
What Do Pending, Processing, Failed, And Canceled Mean?
Retries normally span approximately 24 hours, with jitter and possible additional scheduling delays. Five consecutive timeouts without a response cause a one-hour pause. For exact intervals, see retries and resends.
How Do I Fix HTTP And Network Failures?
Open Delivery details and inspect each attempt. These are receiver-side diagnostics, not proof of one specific root cause.
Non-
2xx responses, including 4xx, remain eligible for automatic retries until the attempt budget is exhausted. After fixing the issue, test the destination; resend a completed delivery only when appropriate for your receiver’s duplicate handling.
Why Is Resend Unavailable?
Resend is offered only when the delivery is no longer pending or processing and the destination still exists, is enabled, and has an active signing secret. The delivery must also be within the 30-day history window. If a destination was turned off, turn it on and restore a signing secret if needed. A deleted destination cannot resend its former deliveries. Resend is an individual-delivery action, not bulk recovery or a backfill of events that were never routed to the destination. If an edit or secret change reports an in-flight delivery or a busy operation, wait briefly, refresh, and retry. If another administrator changed the destination, reload its current settings before saving again.Why Is The App Response Shortened Or Redacted?
FirstTouch retains only bounded response diagnostics, not a complete receiver response or its headers. Response content is limited to 4,096 bytes before sanitisation and may have credentials redacted or unsafe diagnostic text omitted. A response-body read failure can appear even when2xx response headers already established delivery success.
Use your receiver’s own logs for full diagnostics. Do not deliberately echo secrets into response bodies.