HubSpot | Add WhatsApp to workflows to send outbound messages

You can easily add WhatsApp to your HubSpot workflows for both sending outbound messages and trigger actions or workflows using WhatsApp replies.

Before you begin

You can send WhatsApp messages via a contact-based WhatsApp workflow using a WhatsApp template from the Sinch platform. 

• Make sure your Sinch account has a WhatsApp channel integration. You can start using WhatsApp in your HubSpot account when you connect WhatsApp to your Sinch account.
• The Sinch platform only syncs Meta-approved templates into your HubSpot account. You'll need to create a template for WhatsApp in the Sinch platform before it can be used in HubSpot workflows.
• Currently, the HubSpot Sending Source that is supported is Contact Based Workflow - WhatsApp workflow actions.
• To enable WhatsApp opt-out sync, you must first enable HubSpot contact sync from the Sinch MessageMedia platform and also enable WhatsApp contact sync.

Things to keep in mind when selecting a template

• You can use up to 4 template fields in WhatsApp templates.
• All template fields must be populated with values; they cannot be left empty.
• The template selection dropdown supports only the first 25 WhatsApp templates.
• Users must map all body fields in the template. For example, if a template includes two body fields, both Body contact field {{1}} and Body contact field {{2}} must be filled.

Supported media files

• JPG and PNG files are supported, up to 5MB in size.
• Other media types, such as PDFs and videos, are not currently supported.

Opt-in and opt-out

• A business must get an opt-in from a user to start the conversation. If a user messages you and initiates a customer care window, a business can reply for 24-hours after the user message. After a business replies and the message is delivered, a 24-hour Service conversation is initiated.
• There are two ways to opt out a contact from receiving WhatsApp messages:
  1. Manually opt out the contact from the Hub interface.
  2. Update the “WhatsApp Opt Out / In” field on the contact record to “OptOut”. Once opted out, the contact will no longer receive any WhatsApp messages.
• You can embed WhatsApp opt-ins into many of the same places you get your opt-ins for email and SMS communication. WhatsApp states that the following locations are allowed for opt-in collection:
  1. SMS - Request opt-in via SMS
  2. Website - Gather opt-ins on your website, landing pages, or on social media profiles
  3. By phone - Create an interactive voice response (IVR) flow
  4. In a WhatsApp thread - Request opt-in during a Service conversation thread

Other considerations

• WhatsApp triggers and actions are only available for contact-based workflows. They are not currently supported in company, deal or ticket workflows.
• In the Contact Summary, WhatsApp outbound and inbound messages will display the contact name, message content, date, and status.
• Workflows can be triggered by outbound or inbound WhatsApp messages.
• It is not currently possible to trigger workflows based on WhatsApp delivery status.

Send outbound messages

1. From the left-side navigation bar, click on Automation and then Workflows.
2. Click on the Create workflow drop-down button and click From scratch.
3. Select a trigger to send your message.
4. Click on the + icon to open the list of available actions.
5. Scroll down and click on Sinch SMS & MMS from the Integrated Apps section to open the drop-down.

6. From here, select Send WhatsApp. This is also where you can add SMS / MMS to workflows.

   

7. Configure the WhatsApp action.

   • Phone Number: Select the appropriate contact token for your contact's mobile number to send the WhatsApp message. This could either Mobile Phone number, Phone number or WhatsApp Phone Number.
   • Account: Select the Sinch MessageMedia account you want to send from. Make sure the account you choose has a WhatsApp enabled number assigned to it.
   • Sender ID: Select WhatsApp as your Sender ID. If you already have a WhatsApp-enabled number, this field will automatically populate with the WhatsApp option. The available WhatsApp number is retrieved from the Sinch platform and reflect what’s configured in your Sinch platform account. If you don’t yet have a WhatsApp number, you can find more information on how to connect WhatsApp to your Sinch account.
   • Template Name: Select the template name you would like to send.
   • Template Language: Select the language for your template. If the same template exists in multiple languages, all configured languages will appear in the dropdown menu.
   • Template Body: This field will display the body of the selected template. You can hover over the text to preview it and confirm that you’ve selected the correct template.
   • Body contact Fields: To personalise this message to your customers, replace the message variables with contact fields or add any static value. 

   Note: Ensure all required fields are filled in the selected template. Currently, a maximum of 4 fields can be populated. Please select a template that contains 4 or fewer contact fields to avoid errors during sending.

   • Image URL: To send an MMS, paste the image URL here. Please review the MMS requirements before setting this up. Ensure your selected template includes a multimedia element (check the Template in Sinch MessageMedia platform) - this confirms that the template is configured to support media e.g. images or documents. Multimedia files need to be saved in your HubSpot file library.

     If you don't have an MMS compatible number and you're not sending MMS, leave this field blank or it will trigger an error.

• Owner: Select the owner of this action - this selects the email address to which notifications relating to this action will be sent.

8. Click Save.

9. When you're ready, click Review and Publish.

• Select Yes, enroll contacts who meet the enrollment criteria immediately when the workflow is turned on before turning on the workflow.
• Select No, only enroll contacts who met the trigger criteria after turning the workflow on if you want to send a bulk message to anyone who meets the enrollment criteria  after turning the workflow on.