HubSpot WhatsApp Integration Guide

HubSpot WhatsApp Integration connects your WhatsApp Business account with HubSpot contacts and companies, which lets users:

• Send personalized WhatsApp messages directly to contacts from within HubSpot
• Automate WhatsApp messaging through HubSpot workflows based on triggers
• View conversations with individual contacts in a WhatsApp-like interface
• Send and receive various message types including text, images, videos, documents, and audio
• Track message delivery status and engagement in contact activity timelines
• Create automated replies for support requests, product inquiries, and meeting confirmations

Install the app

To install the HubSpot WhatsApp Integration app and connect your HubSpot account:

1. Visit the registration page and complete the signup form with your details.
2. After submitting the form, you will be redirected to the Payment Gateway (powered by Stripe).
3. Complete the payment process for your selected plan.
4. You will be redirected to a success page showing your selected plan and billing period.
5. Check your email for an installation link along with documentation and setup guides.
6. Click the Installation link in the email to begin the installation process.
7. When prompted, select the HubSpot account you want to connect with the app from the list of available accounts.
8. Click Connect App to authorize the connection.
9. Review the requested scopes on the authorization screen. HubSpot WhatsApp Integration requests access to read and write contacts, companies, and their properties, as well as create engagement records.
10. Click Connect app to complete the authorization.
11. You will be redirected to your HubSpot account, where the WhatsApp Integration will now appear in your connected apps.

3. Configure the app

After installation, configure the WhatsApp Integration settings:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Integrations > Connected apps.
3. Search for "WhatsApp Integration" in the list of connected applications.
4. Click on WhatsApp Integration to view the app details and configuration options.
5. Ensure your WhatsApp Business account is properly linked through the app settings.

4. Message Templates

As per WhatsApp's policy, the first message sent to a contact within each 24-hour window must use an approved message template. After the contact replies, you can send custom messages freely for the next 24 hours.

1. Review and configure your approved WhatsApp message templates for initial outreach.
2. Set up your preferences for message notifications and activity logging.

5. Manage Subscription and Billing

To manage your subscription, payment methods, or billing information:

1. In your HubSpot account, navigate to Settings > Integrations > Connected apps.
2. Click on WhatsApp Integration to open the app details.
3. Click the Settings tab or button to access the app settings page.
4. On the settings page, locate and click the Manage Subscription button.
5. An iframe will open displaying subscription management options.
6. Click Open Customer Portal to be redirected to the Stripe Customer Portal.
7. In the Stripe Customer Portal, you can:
   • Update your payment method
   • View billing history and invoices
   • Change your subscription plan
   • Cancel your subscription if needed
8. After making changes, close the portal window to return to HubSpot.

6. Use the app

The HubSpot WhatsApp Integration supports both individual and bulk messaging capabilities.

Sending Individual WhatsApp Messages

To send a WhatsApp message to a specific HubSpot contact:

1. Navigate to Contacts in your HubSpot account.
2. Select the contact you want to message.
3. In the right sidebar, under the WhatsApp Integration section, click Send Message.
4. In the Recipient field, select either the Mobile number or Phone number from the dropdown menu.
5. Choose the message type:
   • Text: Enter your message (up to 4,096 characters) and click Send.
   • Media: Enter your message, add the URL of the media file, and click Send.

Supported media formats:

• Images: JPG, JPEG, PNG, GIF
• Documents: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX
• Video: MP4, MPEG
• Audio: AAC, MP3, OGG
6. After clicking send, you'll receive a confirmation message once the request is processed.
7. View the message details in the contact's activity timeline, including status (SENT, DELIVERED, READ, FAILED).

Viewing WhatsApp Conversations

To view your conversation history with a contact in a WhatsApp-like interface:

1. Open the contact record in HubSpot.
2. Click the Actions button in the WhatsApp Integration section.
3. Select Conversation from the dropdown menu.
4. A chat interface will open displaying all sent and received messages with the contact.
5. After the contact has replied to your initial message, you can send text messages directly from this interface.

Sending Bulk WhatsApp Messages via Workflows

To automate WhatsApp messaging through HubSpot workflows:

1. Navigate to Automation > Workflows in your HubSpot account.
2. Click Create workflow and select From scratch.
3. Choose Contact-based as the workflow type.
4. Set up an enrollment trigger for the workflow. Examples include:
   • Contact property changes
   • Form submissions
   • Deal stage updates
   • Incoming WhatsApp message content
   • List membership
5. Click the + icon to add an action.
6. Search for and select Send WhatsApp Message from the list of available actions.
7. Configure the message settings:
   • Phone field: Select either Phone Number or Mobile Phone Number
   • Message type: Choose Text or Media
   • Message content: Enter your message text (use personalization tokens as needed)
   • Media URL (if applicable): Add the URL of the media file to send
8. Click Save to add the action to your workflow.
9. Add additional workflow actions as needed (e.g., create tasks, update properties, send follow-up messages).
10. Click Review and publish to review enrollment criteria and affected contacts.
11. Click Turn on to activate the workflow and begin sending automated WhatsApp messages.

Activity Logging

All WhatsApp interactions are automatically logged in contact activity timelines:

• Message sent events with message content
• Message delivery status updates (SENT, DELIVERED, READ, FAILED)
• Received message events with message content
• Unique message IDs for tracking
• Timestamps for all activities
• Failure reasons when message delivery fails

7. Disconnect the app

Note: If you disconnect your HubSpot account from the WhatsApp Integration, WhatsApp messages will no longer be sent or logged in HubSpot. Existing message history and activity logs will remain in your contact records.

To disconnect the WhatsApp Integration from your platform:

1. Log in to your external platform where the WhatsApp Integration is configured.
2. Navigate to Settings > Integrations.
3. Locate the Locate the WhatsApp Integration card. card.
4. Click Disconnect.
5. Confirm the disconnection when prompted.

The integration will no longer sync messages or create activities in HubSpot, but historical data will be preserved.

8. Uninstall the app

Important: Before uninstalling the HubSpot WhatsApp Integration, you should cancel your subscription to prevent unwanted charges. If you uninstall the app without cancelling your subscription first, you will need to contact support via email to request subscription cancellation.

Cancel Your Subscription First

Before uninstalling, cancel your subscription through the Stripe Customer Portal:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. Navigate to Integrations > Connected Apps.
3. Click on WhatsApp Integration to open the app details.
4. Click the Settings tab to access the app settings page.
5. Click the Manage Subscription button.
6. In the iframe that opens, click Open Customer Portal.
7. In the Stripe Customer Portal, locate your active subscription.
8. Click Cancel subscription and follow the prompts to confirm cancellation.
9. Wait for the confirmation that your subscription has been cancelled.

Uninstall the App from HubSpot

After cancelling your subscription, you can safely uninstall the app:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Integrations > Connected Apps.
3. Find WhatsApp Integration in the list of connected applications.
4. Click the Actions dropdown menu next to the app name.
5. Select Uninstall.
6. In the confirmation dialog, type "uninstall" in the text field.
7. Click Uninstall to complete the removal.

What happens when you uninstall:

• The ability to send WhatsApp messages from HubSpot will be removed
• All automated WhatsApp workflows will stop functioning
• Existing message history and activity logs will be preserved in contact records
• The WhatsApp Integration CRM cards and conversation interface will be removed

If You Uninstalled Without Cancelling

If you uninstalled the app without cancelling your subscription first, you will continue to be charged. To cancel your subscription in this case:

1. Send an email to productsupport@transfunnel.com with the subject line "Subscription Cancellation Request".
2. Include your HubSpot account ID and the email address associated with your subscription.
3. Support will process your cancellation request and confirm via email.

For detailed instructions on uninstalling apps from HubSpot, refer to the HubSpot Knowledge Base article on managing connected apps.