This year, one of HubSpot's most exciting new features is their native integration with the instant messaging platform WhatsApp, which has more than 2 billion active users per day. This feature was presented alongside a wealth of other new HubSpot functionalities for 2023.
The WhatsApp and HubSpot integration is the latest development in HubSpot's commitment to building a platform that helps companies create more connected customer experiences and, by going native, ensures ease of use and performance.
WhatsApp for business allows you to offer a full-service experience, leveraging HubSpot's inbox, so teams get a complete view of the conversation history with each customer. But that's not all. Keep reading to learn why the HubSpot WhatsApp integration is so beneficial for companies already using HubSpot.
What do you need to connect WhatsApp and HubSpot?
The first thing you need to connect WhatsApp and HubSpot is a WhatsApp business account, as you will not be able to sync a personal account. In addition, you will need to be certified as Business Manager within the Meta platform, which will give you access to more than 50 customer conversations per day.
Once you have obtained your certificate, to connect your account to HubSpot, you must have the following:
- The legal name of your company (the name under which it is legally registered) and the name you want to appear in your conversations with customers.
- The URL of your business website.
- Your business email address.
- You will need access to the business phone number from which you want to send messages. It is imperative that this phone number is capable of receiving call, and it should not belong to an interactive answering system.
Additionally, the business phone number cannot be connected to another WhatsApp account, WhatsApp Business, or other integration with another platform.
Finally, you should keep in mind that once you connect your WhatsApp business account with HubSpot, the messages will not appear in the WhatsApp app or its desktop version. They will now appear in your HubSpot conversations inbox. However, only new conversations will be synced with HubSpot; old conversation history will not be synced.
How to connect WhatsApp as a channel in HubSpot?
To start setting up your business WhatsApp account in HubSpot, the first thing you need to do is go to the settings icon located at the top right of the navigation bar. Once there, in the menu on the left side of the screen, click on Tools > Inbox > Inboxes.
What can you do after connecting WhatsApp and HubSpot?
Once you have completed the sync, WhatsApp will become an extension of HubSpot. This will enable you to have direct contact with your customers and be able to communicate with them on one of their most-preferred channels.
Within HubSpot, incoming messages will generate a thread in the conversation inbox, where you can respond directly. Keep in mind that these sessions expire 24 hours after the contact has sent their last message; after that time period, you will not be able to communicate with them through the same channel, instead you have to open a new one.
Conversations initiated from a phone number associated to a contact with the property "phone number" or "cell phone number" will be automatically associated to that contact.
Within the message tray, messages coming from WhatsApp will appear with the WhatsApp logo on the top right.
Some other useful features for WhatsApp within the HubSpot platform include:
- Automatically assign conversations to different users.
- Reassign conversations from the drop-down menu.
- View relevant information about the contact who initiated the conversation, such as interaction level, lifecycle stage and records made.
- Messages can be replied to in both HubSpot's desktop version and mobile app, and can include (as in the native WhatsApp app) text, files, stickers or voice messages.
Using Workflows to send WhatsApp messages
After connecting WhatsApp with HubSpot, you can put HubSpot workflows to great use. For this, you need to develop the WhatsApp API.
Let's say you want to send automated messages to contacts via WhatsApp - it's now possible! You can send messages to contacts who first give their consent by sending one of the following keywords: Yes, Start, or Subscribe. To send preconfigured automated messages, use the "message templates" section within the Facebook business manager. An example of this could be a welcome message or order confirmation.
To configure this type of workflow, simply click on the "Send WhatsApp message" option, choose the phone number you want the message to be sent from and choose one of the templates you have already configured, and that's it! You can now make the most of your native WhatsApp integration in HubSpot.
WhatsApp is a media giant these days, and a huge number of customers and consumers are using it worldwide. Your business could benefit greatly by making it part of your customer service offering. If you need more information, do not hesitate to contact mbudo, we are a Diamond HubSpot Partner Agency with experience in HubSpot projects and integrations.